> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mithunai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Connect Zendesk solved tickets to your assistant

> Read your Zendesk Support account's solved tickets, with public replies only and never an internal note, using a Zendesk agent email and API token.

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](https://docs.mithunai.com/knowledge/connectors.md); it needs no sign-in.

> [!NOTE]
>
> 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.

> [!WARNING]
>
> **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.

## 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.

## 1. Create the API token in Zendesk

1. In [Admin Center](https://support.zendesk.com/hc/en-us/articles/4581766374554), 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.

## 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.

## 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.

## 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.

## When something goes wrong

| What you see | Why, and what to do |
| - | - |
| *Enter your Zendesk address* | The address is not a `zendesk.com` one. Use `your-company.zendesk.com`, not your help centre's own domain. |
| *No solved tickets were found* | The agent cannot see any solved tickets. |
| *The Zendesk account did not accept the saved connection* | The token was deleted, token access was turned off, or the email is not an agent. [Replace the token](https://docs.mithunai.com/knowledge/connections.md#replace-a-token). |
| *The Zendesk account is limiting how fast it can be read* | Zendesk is rate limiting. The sync is retried later by itself. |


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.