To use the Zendesk Knowledge Base, you first need to connect the Zendesk integration. See Zendesk integration setup.
Configure the knowledge base
After you create a new integration-based source and select the lookup called Knowledge Base from the Zendesk integration, configure these settings:Configuration
| Field | Description |
|---|---|
| Lookup | Select Knowledge Base from the Zendesk integration. |
| Action description | A short description of what this knowledge base imports (for example, “Imports Zendesk Help Center articles into Typewise”). |
| Title | A name for this knowledge base source (shown in the Knowledge Hub). |
| Import frequency | Once, Daily, Weekly, or Monthly — how often Typewise re-imports and re-indexes this content. |
| Access level | Choose one of the standard options from Access levels, or select Per-article access level (see Per-article access level). |
Per-article access level
In Access level, you can also select Per-article access level. This lets you control access per Zendesk article using tags. When Per-article access level is enabled, you configure:- Tags per access level: which Zendesk tags map to each access level
- Default access level: what to apply when an article has none of the configured tags
- Whether an article should be imported at all
- Whether imported content can be shared with end customers
Tags are case-insensitive. Dashes and underscores are treated the same.
If an article has tags from multiple access levels, the strictest access level is applied (for example,
tw-public + tw-internal-only → Internal use only).Default tag suggestions
You can configure any tags you want. By default, Typewise suggests tags like these:| Access level | Example tags | Effect |
|---|---|---|
| Fully public | tw-public | Imported and shareable. |
| No sharing allowed | tw-no-sharing | Imported but not shareable with end customers. |
| Internal use only | tw-internal-only | Imported for internal use only. |
| Ignore | tw-ignore | Not imported. |