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Warning

As with any brand new feature, we expect some bumps. Thank you for being an early adopter, and please bear with us as we build out this promising capability for Dust! We look forward to your feedback.

Overview

At the moment, Dust is able to sync Help Center Articles and Tickets.

Setting up the Connection

Setting up the Zendesk connection involves the following steps that must be completed by an individual with admin rights on both Dust and Zendesk (in Support and Guide at least).

1. On dust.tt, navigate to Knowledge > Connection Admin > Add Connections and select Zendesk in the list.

2. Enter the subdomain of your Zendesk instance, it can be found in every Zendesk URL: https://subdomain.zendesk.com/agent/dashboard.
3. Authenticate on Zendesk, you will then be redirected to Zendesk in order to give Dust access your Zendesk instance data (only data from Support and Guide).
4. The connection should appear under Connection Admin. You can then manage the connection by selecting the exact data you want to sync with Dust.

Dust modal to select the data you want to sync with your Dust workspace.

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How to check if you are an admin in Zendesk

1. Click on your profile picture/icon in the top right corner of your Zendesk interface
2. Select "View Profile"
3. Look at your role information - it will show whether you are an: Admin, Agent, End-user, Light agent or Custom role (Enterprise accounts only).

Ticket Sync

Permission granularity: Brands

When setting up the connection you can select individual Brand’s Tickets or select whole Brands, which will select their Tickets and Help Center.

Tickets synced in a Brand

We synchronize only the tickets meeting all the following conditions:

• were last updated in the past 180 days.
• are solved.

Data synced in a Ticket

We synchronize the following in a ticket:

• All the comments of the ticket (with the author’s name and email address for each).
• The list of tags attached to the ticket.
• The priority, type, channel, requester name and email, organization ID, group ID, satisfaction rating and comment, due date and custom fields of the ticket.

How fresh is the Data in Dust?

If you select a Brand or only it’s Tickets we immediately launch an action to sync the added data. This can take up to a few minutes to complete, depending on the amount of tickets to process.

When a new ticket is solved or deleted in a Brand you’ve selected, it takes up to 30 min to be synced with Dust.

Outdated tickets (older than 180 days), tickets that were unselected in the UI are cleaned on a daily basis.

Sync of Help Center articles

Permission granularity: Brands and Categories

When setting up the connection you pick from the list of Categories in your Help Center that you want to sync with Dust or can select whole Help Centers. Selecting a Brand will automatically select its Help Center and Tickets.

Articles synced in a Category or Help Center

We synchronize the articles that are published ****if they belong to either a selected Category or a selected Help Center.

Data synced in an Article

We synchronize the following in an article:

• The title and body of the article.
• The category’s name and description.
• The section’s name and description.
• The author’s name and mail address.
• The labels attached to the article.
• The sum of upvotes (+1) and downvotes (-1).

How fresh is the Data?

If you select a Category, Brand or only its Help Center we immediately launch an action to sync the added data. It can take up to a few minutes to be completed, depending on the amount of articles to process.

If a new article is published on either a selected Category or Brand Help Center, it can take up to 30 min to be available on Dust. Note that this means that if you wish to sync newly created Categories, you should select the whole Help Center.

Articles that were unselected in the UI or deleted in Zendesk are cleaned on a daily basis.