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The Zendesk integration lets Cora.ai index your Help Center articles so AI agents can reference them when responding to customers. Once connected, all published articles are automatically imported and kept up to date.
Integration Type: OAuth 2.0, Organization-Level
Setup Time: ~5 minutes
Required Role: Zendesk Administrator

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Prerequisites

  • An active Zendesk account with Help Center enabled
  • Administrator permissions in Zendesk
  • Organization administrator access in Cora.ai

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Setup Steps

1

Initiate Connection

  1. Log into Cora.ai as an organization administrator
  2. Navigate to Settings → Organization Settings → Integrations
  3. Locate the Zendesk integration card
  4. Click the Connect button
2

Authorize in Zendesk

  1. You will be redirected to Zendesk’s authorization screen
  2. Log in with your Zendesk administrator credentials if prompted
  3. Review the permissions Cora.ai is requesting
  4. Click Allow to grant access
3

Confirm Connection

  1. You will be redirected back to Cora.ai
  2. The Zendesk integration card will show Connected status
  3. Your name and the connection date will appear on the card
4

Add Zendesk as a Knowledge Source

After connecting the integration, add your Help Center articles to Cora’s knowledge base:
  1. Navigate to Knowledge in the left sidebar
  2. Click Add Knowledge Source
  3. Select Zendesk Help Center
  4. Confirm to begin indexing
All published Help Center articles will be automatically imported and indexed. No manual article selection is needed.
5

Enable Lifecycle Events

Track events across your customer lifecycle, from onboarding and renewals to upsells, expansion, and churn risk, so your team never misses a key moment.For Zendesk, Cora watches your public support ticket threads, including each ticket’s subject, status, priority, and customer-visible replies. Internal agent notes and satisfaction ratings (CSAT) are not used.
  1. Click the connected Zendesk integration card to open the settings panel
  2. Under Lifecycle Events, toggle the switch on
  3. Click Save
Once enabled, Cora syncs your tickets and re-analyzes any ticket with new activity about once an hour. Which signal types appear is governed by your organization’s Lifecycle Taxonomy, and the same signal types are available from your other connected sources.

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What Cora.ai Accesses

Once connected, Cora.ai can access:
  • Help Center articles — All published articles including titles, body content, and metadata (when added as a knowledge source)
  • Tickets — AI agents can search and retrieve support tickets by status, priority, requester, subject, and other fields
Access is read-only. Cora.ai does not modify, create, or delete any content in Zendesk. User data and other Zendesk modules beyond Help Center articles and tickets are not accessed. When Lifecycle Events are enabled, the public ticket content Cora syncs is also used to detect lifecycle events and surface customer insights. Cora reads only public ticket content for this; it does not use internal agent notes or satisfaction ratings (CSAT).

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Disconnecting

To disconnect Zendesk:
  1. Open the Zendesk integration card in Cora
  2. Click Disconnect
  3. Confirm the disconnection
Disconnecting stops article indexing. Previously indexed articles will remain in the knowledge base until the knowledge source is removed.