Every resolved ticket in Zendesk is a documented solution to a real customer problem. That history is one of the most valuable knowledge assets your team has - and most of it is sitting unused in a closed ticket queue.

A customer contacts your agent with an issue your team resolved for someone else eight times last quarter. The solution is sitting in eight closed Zendesk tickets. Your agent does not know - those tickets are closed, they are not connected to anything, they are just history. Your team resolves it manually for the ninth time. Connect Zendesk as a source and your agent learns from those resolved tickets. The ninth conversation gets handled automatically, in seconds, because the answer was already there.

In this article, you'll learn:

• What gets synced when you connect Zendesk as a source
• How to connect your Zendesk account
• How to manage the connection 

What Gets Connected

When you connect Zendesk as a knowledge source, Outlearn syncs your support conversations and ticket history to help your agent understand common issues and how they've been resolved. Your data stays in Zendesk - Outlearn reads it, it never modifies or moves it.

Note: Connecting Zendesk as a knowledge source is different from using Zendesk as a handoff destination. This article covers using Zendesk as a source only. To set up Zendesk as a handoff, see Connecting Zendesk Sunshine (Handoff + Copilot).

How to Connect Zendesk

1. Go to the Sources tab.
2. Click + Add Knowledge.
3. In the Add Knowledge Sources modal, click Ticketing Systems in the left panel.
4. Select Zendesk.
5. Log in to your Zendesk account when prompted and authorize Outlearn to access your data.
6. Follow the on-screen steps to configure what to sync and set accessibility.

After Connecting

Once connected, Zendesk will appear in your Sources list and Outlearn will keep it in sync automatically.

From the Sources list you can:

• Change accessibility using the dropdown next to the source.
• Toggle it on or off using the In Use toggle.
• Resync manually using the three-dot menu.
• Delete the connection using the three-dot menu.

Best Practices

• Set accessibility to Internal if your ticket history contains sensitive customer information that shouldn't be surfaced in public conversations.
• Use this integration alongside a knowledge base source - ticketing history works best as a complement to structured documentation, not a replacement for it.
• After connecting, check Content Gaps in Analytics to see if the ticket history is helping fill answer gaps.