---
title: "Zendesk"
slug: "zendesk"
updated: 2026-10-01T04:56:19Z
published: 2026-10-01T04:56:54Z
canonical: "docs.document360.com/zendesk"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

Zendesk is a customer support platform that helps teams manage questions, complaints, and other service requests. Integrating Document360 with Zendesk gives your support agents direct access to your knowledge base from within the Zendesk console. Agents can search and share articles, create new knowledge base content, and get AI-powered article suggestions and drafted replies using Eddy AI, all without leaving Zendesk.

---

## Before you begin

- You need a Document360 project with admin access.
- You need API token access in both Document360 and Zendesk.
- API token access in both Document360 and Zendesk is required for federated search configuration.

---

## Set up the Zendesk integration

Setting up the integration involves three stages:

1. [Install the Document360 app on Zendesk](#install-the-document360-app-on-zendesk)
2. [Configure Document360 with Zendesk](#configure-document360-with-zendesk)
3. [Configure Zendesk federated search in Document360](#configure-zendesk-federated-search-in-document360)

To enable AI features after setup, see [Enable AI functionalities for the Zendesk extension](#enable-ai-functionalities-for-the-zendesk-extension).

---

### Install the Document360 app on Zendesk

1. Log in to your Zendesk **Support** console.
2. Go to the [Zendesk Marketplace](https://www.zendesk.com/marketplace/){target="_blank"} and click **Apps**.
3. In the Marketplace, search for **Document360** in the **Filter apps** field.
4. Click **Document360**.
5. Click the **How to install** tab to review the instructions and complete any pre-installation tasks.
6. Click **Install** at the top right.
7. If you have multiple Zendesk accounts, select the intended account and click **Install**.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/1_ScreenGif-Zendesk.gif" class="article_image" alt="Installing the Document360 app from the Zendesk Marketplace">
</div>

8. Enter the **Title**, **Token**, and restriction details in the respective fields.
9. Click **Install**.

---

### Configure Document360 with Zendesk

To complete the connection, generate an API token in Document360 and paste it into the Zendesk app.

**Step 1: Generate the API token in Document360**

1. In the Document360 portal, navigate to **Connections** (<span class="fa-regular fa-grid-2-plus"></span>) > **Extensions** (<span class="fa-thin fa-puzzle-piece"></span>) in the left navigation bar.
2. In the **Help desks** section, click **Zendesk**.
3. Click **Setup**.
4. In the **Generate API token** setting, click **Generate**. The **Generate extension token** dialog appears.

:::(Info) ( <p class="fa-regular fa-circle-exclamation" data-type="icon"></p> NOTE)
To regenerate the token at any time, click **Refresh token** instead of **Generate**.
:::

5. Click **Yes**. The **Connect with Zendesk** dialog appears with your token displayed.
6. Click the **Copy** <span class="fa-light fa-copy"></span> icon to copy the token.
7. Click **Close**.

**Step 2: Enter the token in Zendesk**

8. Go to the Zendesk platform and fill in the **Title** field.
9. In the **Token** field, paste the API token copied from Document360.
10. Add your preferred restriction settings. By default, this option is turned off.
11. Click **Install**.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Zendesk%20integration%20with%20token.gif.gif" class="article_image" alt="Configuring Document360 with Zendesk using the API token">
</div>

---

### Configure Zendesk federated search in Document360

Federated search lets your Document360 articles appear as an external source in Zendesk search results.

1. In the Document360 portal, navigate to **Connections** (<span class="fa-regular fa-grid-2-plus"></span>) > **Extensions** (<span class="fa-thin fa-puzzle-piece"></span>) in the left navigation bar.
2. In the **Helpdesk** section, click **Zendesk**.
3. Click **Setup** to open the Zendesk configuration page.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Zendesk%20integration%20from%20helpdesk.png" class="article_image" alt="Document360 Extensions page showing Zendesk setup option in the Helpdesk section">
</div>

4. Click **Configure** in the **Zendesk federated search** setting. The **Setup Zendesk federated search** dialog appears.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1766652028677.png" class="article_image" alt="Configure Zendesk federated search option in Document360">
</div>

5. Enter the following details:

   - **Subdomain:** Copy the subdomain from your Zendesk URL. For example, for the URL `https://kovaico3776.zendesk.com/admin/apps-integrations/apis/zendesk-api/settings/tokens/`, the subdomain is `https://kovaico3776.zendesk.com`.

   - **Email ID:** To find your admin email address, go to the Zendesk overview page, click **Settings** <span class="fa-solid fa-gear"></span>, and select **Go to Admin center**. In the left navigation bar, go to **Channels** > **Email**. Your admin email address is listed in the **Support addresses** section.

   - **Zendesk API token:** From the Zendesk overview page, click **Settings** <span class="fa-solid fa-gear"></span> and select **Go to Admin center**. In the left navigation bar, go to **Apps and integrations** > **Zendesk API**. Click **Add API token** and copy the generated token.

6. Click **Validate** to confirm the details you entered.
7. In the **Sync with Zendesk** dropdown, select the **workspace** and **language** from your Document360 project.
8. Click **Save**.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1766652252419.png" class="article_image" alt="Zendesk federated search configuration page in Document360">
</div>

:::(Info) ( <p class="fa-regular fa-circle-exclamation" data-type="icon"></p> NOTE)
Language codes must match between the Zendesk ticketing platform and Document360 to ensure content syncs correctly.
:::

Your Document360 articles are now searchable as an external source within Zendesk.

---

## Enable AI functionalities for the Zendesk extension

Enabling AI assistive search lets agents get AI-powered responses from your knowledge base and automatic article suggestions for support tickets without leaving Zendesk.

1. In the Document360 portal, navigate to **Connections** (<span class="fa-regular fa-grid-2-plus"></span>) > **Extensions** (<span class="fa-thin fa-puzzle-piece"></span>) in the left navigation bar.
2. In the **Helpdesk** section, click **Zendesk**.
3. Click **Setup** to open the Zendesk configuration page.
4. Click **Modify** in the **Generate API token** setting. The **Connect with Zendesk** dialog appears.
5. Enter your Zendesk token in the **token** field.
6. In the **Default search preference** field, select how Eddy AI fetches search results in the Zendesk Document360 app:
   - **Default workspace/language:** Eddy AI fetches results from the default workspace and language only.
   - **All workspaces/languages:** Eddy AI fetches results from all workspaces and languages in the knowledge base.
7. Enable the **AI assistive search** toggle to allow AI-powered search in the Zendesk extension.

:::(Info) ( <p class="fa-regular fa-circle-exclamation" data-type="icon"></p> NOTE)
To enable AI assistive search for the Zendesk extension, you must first enable assistive search for KB widgets and extensions in your Knowledge base settings. If that setting is not enabled, the AI assistive search toggle will remain turned off.
:::

8. Enable the **AI suggestions and reply generator** toggle to get automatic AI-suggested articles and generate responses based on them for your support tickets.
9. Click **Save**.

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1766652652108.png" class="article_image" alt="Zendesk extension AI settings panel showing AI assistive search and reply generator toggles">
</div>

---

## FAQ

<div class="faq-wrapper" data-type="details-wrapper">
<details open>
<summary><p>Can I push multiple articles from Zendesk to Document360 at the same time?</p></summary>
<div data-type="details-content"><p>No. Articles are pushed one at a time individually.</p></div>
</details>
<details>
<summary><p>Can I configure federated search for multiple workspaces?</p></summary>
<div data-type="details-content"><p>Yes. In the <strong>Sync with Zendesk</strong> dropdown, you can select the workspace and language you want to sync. If you need to change the workspace or language later, return to the Zendesk configuration page in Document360 and update the selection.</p></div>
</details>
<details>
<summary><p>What happens if the language codes do not match between Zendesk and Document360?</p></summary>
<div data-type="details-content"><p>If the language codes do not match, content will not sync correctly in the federated search setup. Make sure the language codes are identical in both platforms before saving the configuration.</p></div>
</details>
<details>
<summary><p>Are articles created from Zendesk published immediately?</p></summary>
<div data-type="details-content"><p>No. Articles created from Zendesk are saved as drafts. An admin, owner, or editor must review and publish them from the Document360 portal before they appear on your knowledge base site.</p></div>
</details>
<details>
<summary><p>Why are Draft reply and View suggested articles slow to update?</p></summary>
<div data-type="details-content"><p>When using Zendesk's Messaging API, messages may be processed in batches during periods of high activity, which can cause a short delay. This only affects the Messaging API. Tickets from forms, live chat, or other channels are not delayed.</p></div>
</details>
<button class="details-arrow" type="button"></button>
</div>

---

:::(Internal) (Private notes)
AI credit limits:
- Trial plan: 500 credits
- Business/Enterprise plans with AI assistive search (including legacy customers with the AI Search add-on): 5,000 credits
Email notifications are sent at 80%, 90%, and 100% consumption if credit usage alerts are enabled in notification mapping settings.
:::