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Gainsight Inc.

Zendesk Knowledge Base Integration

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This article explains how to configure the Zendesk Knowledge Base Integration with Gainsight PX. 

Overview

Gainsight PX allows you to integrate with the Zendesk Knowledge base. This integration allows you to view your Zendesk articles from PX's Knowledge center bot. To facilitate this integration, you must configure the Zendesk widget present under the Knowledge Center Integrations section.

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Note: The Zendesk widget present under the Knowledge Center Integrations section is not the same as the widget present under the Productivity Integrations section. You can learn more about working with the Zendesk widget under Productivity section from the Gainsight PX Zendesk Integration article.  

This article explains how to use the Zendesk Knowledge Base Integration, setup labels and contextual search feature. 

Prerequisite

  • To authorize your Zendesk account with API Token, you must have a Zendesk login credentials to generate API Token. For more information on how to generate the API Token in Zendesk, refer Generating a new API token article. 
  • To authorize your Zendesk with OAuth, you must have the credentials and sub-domain of your Zendesk account.

Integrate Zendesk

To create a connection between Gainsight PX and Zendesk:

  1. Login to Gainsight PX with your personal credentials. Gainsight PX Dashboard is displayed.
  2. Navigate to Settings > Integrations.

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  3. Click Settings icon. Zendesk Docs Search window displays.
  4. Enter the Sub-domain of your Zendesk account.

  5. Click Apply.

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Authorize Zendesk

Once you integrate your Zendesk account with Gainsight PX, you must authorize the connection. You can authorize the connection with an API Token or by OAuth method. 

Authorize Zendesk with OAuth

To authorize Zendesk with OAuth:

  1. Click Use OAuth.
  2. Click Authorize. You are redirected to your Zendesk account.
  3. Click Allow.

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Note: You may need to enter your Zendesk credentials, if you are not logged in.

Authorize Zendesk with API Token

To authorize Zendesk with OAuth:

  1. Click Use API Token.
  2. Enter the Token and User Email.
  3. Click Apply.

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Add Label Filters to Zendesk Knowledge Base

When you search Zendesk articles from the KC Bot, you can view all the articles which match your search term. However, Gainsight PX allows you to limit the scope of the search to a few articles. You can accomplish this by using labels. You can use a label on your Zendesk articles, which you wish to be displayed on the KC bot. 

In order to limit the search scope issue the next API call: 

aptrinsic('bot', 'search', {labels: ['test_label']});

From this point, only those articles which have the test_label label would be displayed in the KC bot search. 

Display Contextual Suggestions in Zendesk Knowledge Center

Gainsight PX provides context-based suggestions in the PX Knowledge Center (KC) Bot for Zendesk.

When you associate your Zendesk Knowledge Base to PX’s KC Bot, users can view context-based suggestions even before they start to search for an article. For instance, if a user is on the create Ticket page of Zendesk, and opens the KC bot, the Bot displays articles related to Create Tickets, even before the user starts typing the search terms. When users start to type search terms, the Bot lists articles based on the search terms provided by the user.

 

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