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Use this to bring your Zendesk Help Center content into Typewise so the AI can rely on it when replying to tickets.
To use the Zendesk Knowledge Base, you first need to connect the Zendesk integration. See Zendesk integration setup.

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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:

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Configuration

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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
During import, Typewise reads the article tags and uses them to decide:
  • 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).

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Default tag suggestions

You can configure any tags you want. By default, Typewise suggests tags like these: