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  • 1.  Knowledge Fabric - Zendesk

    Posted 04-02-2026 04:14

    Hi,

    I've been looking into an integration with Zendesk for knowledge. All i've found out so far is that it requires some development for making this work, such as an application. 

    Has anyone else found something for this type of integration towards Zendesk articles/knowledge?

    All help is appreciated!

    Kind regards

    Kevin


    #API/Integrations

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    Kevin Julio
    x
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  • 2.  RE: Knowledge Fabric - Zendesk

    Posted 04-02-2026 04:37

    Hi Kevin

    Note sure if this might work, perhaps you can look at using a data action in your architect flow which points to Zendesk - https://help.genesys.cloud/articles/about-zendesk-data-actions-integration/

    Unfortunately I am unable to test it on my side so can't confirm.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
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  • 3.  RE: Knowledge Fabric - Zendesk

    Posted 04-02-2026 04:44

    Hi,

    Thanks for the input! 

    I'm able to create a data action that can retrieve one article or several ones from Zendesk endpoint. The issue here is that we can't store them in the knowledge fabric or as a source. So it's more if anybody have found an easy way to connect zendesk as a source to have their knowledge base in Genesys.

    The main purpose is for using their knowledge articles for bot flows like Virtual Agent or the new feature AVA.

    Kind regards

    Kevin



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    Kevin Julio
    x
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    Original Message


  • 4.  RE: Knowledge Fabric - Zendesk

    Posted 04-02-2026 05:03

    Hi Kevin

    This is noted, thank you for the clarification.  I found the following on AppFoundry - https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/d0ae470f-4247-48c4-bfca-44efe0fc7b92
    https://github.com/MyPureCloud/knowledge-connector-app

    Hopefully someone else in the community as some other ideas.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 5.  RE: Knowledge Fabric - Zendesk
    Best Answer

    Posted 04-02-2026 09:06

    Hi Kevin 

    I recently opened a support ticket with Genesys regarding this same topic and received the following response:

    Support Genesys

    Hello Kaio,
    I would like to clarify regarding the use of the Zendesk knowledge base in conjunction with Genesys Copilot.
     
    Currently, Genesys Copilot has native support for structured knowledge sources such as Salesforce Knowledge, ServiceNow, and SharePoint. These platforms have specific integrations that allow Copilot to securely index and retrieve articles to support agents during support interactions.
     
    At the moment, the Zendesk knowledge base is not supported as a native source in Zendesk via Copilot. This means that there is no automatic synchronization or consumption of Zendesk articles.


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 6.  RE: Knowledge Fabric - Zendesk

    Posted 04-07-2026 09:59

    Hi,

    Yes, I got a similar answer by the support. I wonder if anyone has tried developing a connector towards Zendesk or something similar..

    Kind regards

    Kevin



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    Kevin Julio
    x
    ------------------------------

    Original Message


  • 7.  RE: Knowledge Fabric - Zendesk

    Posted 04-07-2026 22:05

    Thank you all for sharing the information here.

    This was very helpful, especially Kaio's input. It is very interesting to understand that Zendesk is not currently supported as a native knowledge source for Copilot, while platforms like Salesforce Knowledge, ServiceNow, and SharePoint already have that integration path.

    That kind of clarification helps a lot when evaluating architecture options and setting expectations for this type of use case.



    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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