Guides
Search Zendesk tickets and articles with Duaer
Connect Zendesk to the Duaer knowledge base. Agents ask about tickets and Help Center articles and find only what their Zendesk role allows.
What does Duaer find in Zendesk?
Duaer indexes the 2,000 most recently updated tickets with all their comments, internal notes included, and up to 1,000 published Help Center articles. Drafts are left out; without Help Center, only tickets are indexed.
People can ask “How did we handle the printer on fire ticket?”. Duaer finds the answer in the ticket comments and cites it, and the citation opens the ticket in the Zendesk agent workspace.
How do you connect Zendesk to Duaer?
- In the Zendesk Admin Center, turn on API token access for an admin account, or set up a Zendesk OAuth client.
- In Duaer, create a Zendesk API credential with the subdomain (acme for acme.zendesk.com), that admin’s email and the API token, or use a Zendesk OAuth2 API credential.
- As an owner or admin, open Knowledge base › Data sources, choose the credential on the Zendesk card and click Connect.
Who finds which ticket?
- Admins and agents who see all tickets: every ticket.
- Agents limited to their groups: tickets of their groups.
- Agents limited to their organization: tickets of their organization.
- Agents limited to tickets assigned to them or requested by them: those tickets.
- Any agent always finds the tickets assigned to them.
Members are matched by email to active agents and admins. End users, and members who are not in Zendesk, find no tickets.
Who finds Help Center articles?
Articles follow their user segment. Public articles are found by the whole organization; an article limited to a segment is matched to agents by the segment’s groups, organizations and tags, and admins see every article.
What are the limits?
- Up to 2,000 tickets and 1,000 articles, the most recently updated first; up to the first 300 comments of each ticket.
- Attachments, side conversations and community posts are not read.
To see how Duaer puts knowledge search and follow-through together, open the Duaer home page.
Questions
Does Duaer change Zendesk tickets?
No. Duaer only reads tickets and articles to index them. It never writes or replies.
Are Zendesk internal notes searchable?
Yes, but in Duaer only the agents and admins whose role lets them see the ticket find them.
Why does Duaer need an admin’s API token for Zendesk?
To decide who may see each ticket, Duaer reads agents, groups and user segments, which only an admin can read.
In this section
Turn SharePoint and Google Drive into a Q&A knowledge base with Duaer
Connect SharePoint, Google Drive, Notion, Jira, Salesforce, Zendesk and more to the Duaer knowledge base. Files stay put; answers cite the source.
Knowledge basePermission-aware enterprise AI search: how Duaer keeps document access intact
Permission-aware enterprise AI search filters results by what each person may open in the source system, before any answer is written. Duaer follows the source’s permissions: a document shows up only for people who can open it where it lives, and answers use only those documents.
Knowledge baseSearch Salesforce in your knowledge base with Duaer
Connect Salesforce to the Duaer knowledge base. People ask about accounts, opportunities and cases, and find only the records Salesforce lets them see.
Knowledge baseSearch HubSpot in your knowledge base with Duaer
Connect HubSpot to the Duaer knowledge base. People ask about companies, deals and tickets; a record opens to its owner, their team and admins.
Knowledge baseAI answers with citations and no hallucination: how Duaer does it
To get AI answers with citations and without made-up facts, do three things: answer only from documents the person may read, mark which file each statement comes from, and give no answer when there is no source. The Duaer knowledge base answers this way by default.