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To connect Zendesk tickets, create an API token in Zendesk Admin Center, save it in MITHUNAI with your Zendesk address and an agent’s email, and connect the source. It takes about five minutes. To read your public help-centre articles instead, see Zendesk Help Center; it needs no sign-in.
Reading Zendesk solved tickets is in beta. It has been tested against recorded responses, not yet against a real account, so tell your MITHUNAI contact if a sync does not read what you expect.
These are your customers’ conversations. A ticket is written by a customer about their own case. Only connect your tickets if your organisation is allowed to use those conversations to answer other people’s questions, for example under your terms of service and privacy notice. Whatever the agent can see, your assistant can quote to anyone who can ask it.

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What you need

  • A Zendesk Support account, at an address like your-company.zendesk.com. A help centre on your own domain is fine, but the address you give MITHUNAI must be the zendesk.com one.
  • A Zendesk agent account that can see the tickets you want read. A dedicated agent for MITHUNAI is best.
  • A Zendesk administrator, to create the token, with API token access turned on.
  • The owner or admin role in your MITHUNAI organisation.

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1. Create the API token in Zendesk

  1. In Admin Center, click Apps and integrations in the sidebar, then select APIs → API tokens.
  2. If token access is off, turn it on first (Zendesk: Turning on and off API access).
  3. Click Add API token.
  4. Optionally enter a Description, such as MITHUNAI.
  5. Click Save. The token is shown.
  6. Copy the token. When you click Save again to close the window, Zendesk never shows the full token again.
Zendesk tokens act as whichever agent’s email they are sent with. MITHUNAI only ever reads with them.

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2. Save it in MITHUNAI

  1. In the console, open Knowledge → Sources and choose Connect source.
  2. Under Issues and support, choose Zendesk tickets.
  3. You have no Zendesk connection yet, so the form to add one is open. Fill in:
    • Connection name: such as Support Zendesk.
    • Zendesk address: your-company, your-company.zendesk.com, or any page’s address on it. Only the address is kept. It cannot be changed later.
    • Account email: the email of the agent MITHUNAI reads as.
    • API token: the token you copied.
  4. Choose Save connection. The token is stored encrypted and is never shown again.

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3. Connect the source

  • Name: what the source is called in your list.
  • Maximum tickets (under Change filters): from 1 to 5,000, 500 by default, oldest first.
Choose Connect source. The first sync starts straight away.

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What is read, and what is not

Solved and closed tickets only. Each becomes one document: its subject, status, and its public replies, oldest first, each labelled Customer or Support team. Answers cite it with a link to the ticket in Zendesk, which only your agents can open.
  • Internal notes are never kept. Zendesk sends public replies and internal notes together; every one not marked public is dropped.
  • No person is named. Requesters, agents and CCs are left out, and email addresses typed into a ticket are removed. A name or a telephone number typed into the text is kept as written.
  • Open, pending and on-hold tickets, attachments, side conversations and satisfaction ratings are not read.
A ticket that has not been updated since the last sync is not read again.

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When something goes wrong

Last modified on November 7, 2026