Set up Zendesk with the previous setup

You're reading the previous setup!Connecting Zendesk for the first time? →

These instructions apply to Glean deployments that still use the Previous setup flow. The previous flow collects the Zendesk domain, crawl scope, and queue-rate settings on one setup page. Depending on your deployment, you authorize indexing through central OAuth or provide an API token and the token owner's email address.

If your setup page shows Connect, Set up indexing, and Review setup, use New setup instead.

Before you begin

• Confirm that you have permission to manage connectors in Glean.
• Know your Zendesk subdomain. For example, if your Zendesk URL is https://acme.zendesk.com, enter acme as the Zendesk domain.
• For OAuth, sign in as a Zendesk admin or confirm that your Zendesk organization allows you to approve OAuth access.
• For API-token authentication, create a Zendesk API token and keep the token-owner email available.
• Use a service account when possible so the connector does not depend on an individual employee.

Follow the path that matches your connector form:

• If the form shows Save and Authorize, follow Connect with OAuth.
• If the form asks for API Token and Email, follow Connect with an API token.

Connect with OAuth

Glean uses its centrally managed OAuth app for indexing. You don't enter an API token, token-owner email, or customer-managed OAuth client credentials.

To create a connector:

1. In Glean, go to Admin console → Platform → Connectors and click Add connector.
2. Choose Zendesk from the available connectors.
3. Enter a connector name.
4. If the form shows Connector modes, choose the retrieval methods your deployment supports.
5. Enter the Zendesk domain. Enter only the subdomain, such as acme.
6. Select the content types to crawl:
   • Crawl articles
   • Crawl posts
   • Crawl tickets
7. Set Queries per second allowed (for API calls) to at least 1.2 QPS.
8. Click Save to create the connector. Authorize remains unavailable until the save succeeds.
9. Click Authorize and approve Glean's access to your Zendesk instance.

Then start and validate the first crawl.

Connect with an API token

Use this path if the connector form asks for API Token and Email.

Step 1: Create a Zendesk API token

1. Sign in to Zendesk with a service account or administrator account.
2. In Zendesk Admin Center, go to Apps and integrations > APIs > Zendesk API.
3. Enable Token Access.
4. Select Add API token.
5. Set the description to Glean Access Token.
6. Save the token value. Zendesk shows the token only when you create it.

Enter the email address for the account that created the token in the Glean Email field.

Step 2: Add the Zendesk connector in Glean

1. In Glean, go to Admin console > Platform > Connectors and select Add connector.
2. Choose Zendesk from the available connectors.
3. Enter a connector Name and choose an icon if the form provides those fields.
4. Enter the Zendesk domain. Enter just the subdomain, such as acme.
5. Enter the API Token.
6. Enter the Email for the account that created the token.
7. Select the content types to crawl:
   • Crawl articles
   • Crawl posts
   • Crawl tickets
8. Set Queries per second allowed (for API calls). Use at least 1.2 QPS so all queues can function properly.
9. If the form shows Connector modes, choose the retrieval methods your deployment supports.
10. Select Save.

Start and validate the first crawl

1. Start the integration or initial crawl from the connector page.
2. Monitor the crawl status and wait for Glean to process and index the content.
3. Search for a known Zendesk ticket, article, or post.
4. Verify that users can see only the Zendesk content their permissions allow.

Previous setup troubleshooting

If your connector uses an API token, see Previous setup: API token issues. For crawl and QPS issues, see Indexing and permissions.

See also

• Choose your Zendesk setup
• New setup
• Zendesk overview
• Troubleshooting and FAQs