Connect and choose brands
Use an administrator with access to both Counso and Zendesk Support and Guide. Open Spaces > Connections > Zendesk, enter your Zendesk subdomain, and authorize the connection. The subdomain is the part before.zendesk.com in your Zendesk address.
You can select a brand’s tickets alone or select the whole brand, including its Help Center. For articles, select individual categories or an entire Help Center. Only published articles in the selected scope are indexed. Select the whole Help Center if newly created categories should be included automatically.
Configure ticket synchronization
Open Manage on the Zendesk connection to adjust these options:
By default, the connection focuses on solved or closed tickets within the relevant time window. Inclusion and exclusion tag filters apply to future synchronization; they do not remove previously indexed tickets retroactively. Expired or unselected tickets are cleaned daily.
What is included
Tickets include comments, available author metadata, tags, priority, type, channel, organization and group IDs, satisfaction feedback, and due dates. Search is designed to find relevant ticket content. Do not treat semantic search as a complete counting system for questions such as how many tickets were assigned to a person. Articles include the title and body, category and section descriptions, author metadata, labels, and vote balance. The customer-information setting controls included identity metadata, so enabling it also removes identity context from agent answers.Refresh and labels
Selecting content starts synchronization; duration depends on the amount of data. A newly solved or deleted ticket, or a newly published article, can take up to about 30 minutes to be reflected. Deleted or unselected articles and expired tickets are cleaned on the daily cycle. Ticket tags and labels such aspriority, ticketType, channel, status, groupId, organizationId, dueDate, satisfactionRating, and hasIncidents can narrow knowledge searches.