Zendesk

Wisteria connects to Zendesk via the Zendesk REST API using an admin API token. This is a super admin–only setup. Once connected, Wisteria’s scanner evaluates your Help Center articles and surfaces training-relevant ones as course suggestions.

What Wisteria reads

Help Center articles only. Tickets, views, macros, and other Zendesk objects are out of scope — they’re too noisy and carry PII risk. The Help Center contains your curated, published knowledge base, which is the appropriate training source.

For each article:

1. Strips HTML and extracts plain text.
2. Evaluates against your AI Training Profile.
3. If training-relevant, creates a “Wisteria noticed” suggestion at Courses → Recommended.

Connect

Prerequisites

You need:

• Your Zendesk subdomain — the part before .zendesk.com (e.g. yourcompany from yourcompany.zendesk.com).
• An admin or agent email associated with your Zendesk account.
• A Zendesk API token — generated from your Zendesk Admin panel.

Generate a Zendesk API token

1. In Zendesk, go to Admin Center → Apps and integrations → APIs → Zendesk API.
2. Under Token access, click Add API token.
3. Give it a description (e.g. “Wisteria scanner”) and click Create.
4. Copy the token — it is shown once.

Connect in Wisteria

1. Go to Settings → Integrations (or the Tools hub).
2. Click the Zendesk card.
3. Fill in:
   • Subdomain — your subdomain only, no .zendesk.com suffix.
   • Admin email — the email address used to generate the token.
   • API token — the token you just copied.
4. Click Connect. Wisteria verifies the credentials against your Zendesk account. If the card flips to Connected, you’re done.

Run a scan

After connecting, trigger the first scan manually:

• Click the Zendesk card → Run scan.
• The scanner retrieves recently updated Help Center articles (up to 50, edited within the last 90 days for automated scans; 25 / 30 days for manual).
• Results appear at Courses → Recommended within a few minutes.

Wisteria also runs a nightly automated scan at midnight UTC.

Disconnect

Click the Zendesk card → Disconnect. Wisteria deletes the stored credentials. No new suggestions are generated, but existing ones are kept.

To revoke access from the Zendesk side: go to Admin Center → APIs → Zendesk API → API tokens and delete the “Wisteria scanner” token.

Notes

• Wisteria does not write to Zendesk. It is read-only.
• Articles in draft (not published) are skipped.
• If you rotate the API token in Zendesk, reconnect from the card using the new token.
• Every connect, scan, and disconnect is recorded in the audit log under the integration.zendesk.* prefix.