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Sync content from your Zendesk help center

How to set up a regular sync of your Zendesk help center articles into Fin.

Updated this week

Sync articles from your Zendesk help center and use them to power Fin AI Agent and Copilot, as well as making them accessible in the Fin Messenger for improved self-serve performance.

Note:

  • You must have access to Zendesk Guide.

  • You’ll still keep your help center website on Zendesk.

  • Fin will sync all published articles in your Zendesk help center. This won’t modify any Zendesk data.

Get started

Once you have your Zendesk API connected, you can start a help center sync from Train > Content by clicking Sync content from Zendesk.

Now enter your Zendesk subdomain and choose to:

  • Sync articles for signed-in users: Fin will be able to use articles that have their viewing permissions set to "Signed in users" in Zendesk.

  • Sync articles for staff members: Fin will be able to use articles that have their permissions set to "Staff". By default these articles are only enabled for Copilot and will not be used in answers to customers.

Then click Sync.

Note: Once the first sync is started, it's not possible to force stop it. You can remove the sync once the initial sync is completed.

After the sync is complete, you’ll receive an email to your registered email address which confirms how many articles were synchronized.

The content will appear in a flat list inside a synced folder you can view from the left sidebar in Train > Content. (Existing Zendesk folder structure is currently not supported but will be coming soon).

Articles that are synced from Zendesk will be shown as view-only and can’t be edited from the Fin content library. All changes must be made through Zendesk and will automatically propagate to Fin with the next sync.

However, you can configure the settings for synced articles such as enabling them for Fin or managing audience rules through the "Details" panel when viewing an article in the content library.

Note:

  • Re-syncs automatically run every hour and propagate any changes made to articles in Zendesk into Fin. This includes new articles, article content changes, and removing articles.

  • Syncs that run automatically following the first sync won’t send an email on completion.

Using synced articles with Fin

After syncing your Zendesk articles with Fin, you can use them to power the following:

Important differences between your articles in Zendesk and the Fin Messenger

There are slight differences with how synced articles look in the Fin Messenger compared to your Zendesk help center. Differences can include:

  • Content formats such as, additional headings, text styling, table formatting, etc.

  • If a customer clicks the “Open in Help Center” link at the bottom of a synced article in the Fin Messenger, this will open a new tab with the article in your Zendesk help center.

  • We exclusively support videos added through Zendesk's 'Add video' button, typically embedded via iframe, and compatible with all providers available in Zendesk's article editor (e.g., YouTube, Vimeo, Wistia, JWPlayer, Brightcove, Vidyard, Loom, Guidde). Custom HTML, CSS, or JavaScript-based video embeds are not supported.

Re-sync or remove the sync

If you’d like to re-sync or remove the sync with a Zendesk help center, you can do this from Train > Content. Click the three dot menu next to the source, then select Re-sync or Remove Zendesk.

You’ll see a green confirmation banner indicating the removal has been successful and synced articles will be deleted from Fin.

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