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SiftHub + Zendesk

Tap into your Zendesk knowledge base for contextual answers drawn directly from your support content, right when your team needs them.

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01

About

02

Capabilities

03

How to setup

04

FAQ

05

Support

About the integration

Ever been stuck searching for that one answer you know exists somewhere?

You’ve scoured through threads, DMed your colleagues, and still—no luck. Sound familiar?

With SiftHub bot for Slack, those days are over. Simply @SiftHub in any Slack channel (public or private) and ask your question. Instantly, you'll get a response powered by the collective knowledge of all your connected sources on the SiftHub Platform.

No more digging, no more guessing—just answers, right when you need them.

SiftHub connects to Zendesk in one of two ways: a quick public integration that requires no API key or a full API integration that unlocks both public and private articles. Either way, SiftHub indexes your selected Help Center content, making it searchable and available for AI-generated responses across your workflows.

Capabilities

Activating the SiftHub bot for Slack

Step 1:

Sign into your company’s SiftHub account here.

Step 2:

Once you’ve logged in, navigate to the ‘Connectors’ tab in the left side panel and select ‘Bots’. Find the ‘Slack’ bot in the ‘Bots’ tab and click ‘Activate’ after reading the description given there.

Step 3:

On the OAuth consent screen that opens, make sure the correct Slack Workspace is selected and click on the Allow button to approve the request for SiftHub to access your Slack workplace. It's important to review the permission that the consent screen shows before assenting to the permission request.

Step 4:

Once the setup is successful, you will be redirected to the SiftHub Web App and your bot connection status will show ‘Activated’.

Your SiftHub bot for Slack is now set up, make sure you test it!

Go to your Slack workspace to confirm that the SiftHub app now shows on the app section of your workspace. Tag @SiftHub in a channel or ask the bot a question via DM and confirm that you get a response. 

SiftHub-Slackbot-Product

Disclaimer:
SiftHub uses AI language models that generate responses from your organization’s connected knowledge sources. But it may sporadically be inaccurate. Always verify critical information independently when making important decisions.

Connection type SiftHub offers two options. The public integration requires no API key and syncs publicly available articles once a day, making it ideal for a quick start.

The API integration requires a Zendesk API key, covers both public and private articles, and syncs every 30 minutes.
What gets indexed SiftHub indexes published Zendesk articles, including article text, HTML formatting, and metadata such as author, creation date, and last modified date.

Draft articles are not indexed. With the public integration, only articles visible to everyone are included. With the API integration, all published articles across your selected brands are indexed.
How it works SiftHub maps content from your indexed Zendesk articles to open RFPs, RFIs, DDQs, security questionnaires, and SOWs, pulling relevant answers directly from your support knowledge base and injecting them into Google Docs, Word, or Excel templates.

The same content powers meeting prep, follow-up collateral, and handover docs, drawing on full deal context from your CRM, Slack, Gong, and other connected tools. Every response cites the exact Zendesk article it came from.
Content updates SiftHub syncs content every 24 hours for the public integration and every 30 minutes for the API integration.
Access controls All connected Zendesk articles are visible to all users in your SiftHub account. Zendesk article-level permissions are not enforced within SiftHub.

Is SiftHub's Zendesk integration secure?

SiftHub indexes only the Zendesk content you explicitly connect, by brand and integration type. Here's how the security model works.

  • You stay in control: SiftHub indexes only the brands you select during setup. You can add or remove brands at any time.
  • Published content only: SiftHub never indexes draft articles. Only published content is available for search and response generation.
  • Visibility within SiftHub: All connected Zendesk articles are visible to all users in your SiftHub account. Keep this in mind when selecting which brands to connect.
  • Your data is encrypted: All Zendesk data is encrypted in transit and at rest using industry-standard protocols.
  • Enterprise-grade compliance: SiftHub is SOC 2 Type II-certified and meets enterprise security standards for all connector types.

How to set up

Activating the SiftHub bot for Slack

Step 1:

Sign into your company’s SiftHub account here.

Step 2:

Once you’ve logged in, navigate to the ‘Connectors’ tab in the left side panel and select ‘Bots’. Find the ‘Slack’ bot in the ‘Bots’ tab and click ‘Activate’ after reading the description given there.

Step 3:

On the OAuth consent screen that opens, make sure the correct Slack Workspace is selected and click on the Allow button to approve the request for SiftHub to access your Slack workplace. It's important to review the permission that the consent screen shows before assenting to the permission request.

Step 4:

Once the setup is successful, you will be redirected to the SiftHub Web App and your bot connection status will show ‘Activated’.

Your SiftHub bot for Slack is now set up, make sure you test it!

Go to your Slack workspace to confirm that the SiftHub app now shows on the app section of your workspace. Tag @SiftHub in a channel or ask the bot a question via DM and confirm that you get a response. 

SiftHub-Slackbot-Product

Disclaimer:
SiftHub uses AI language models that generate responses from your organization’s connected knowledge sources. But it may sporadically be inaccurate. Always verify critical information independently when making important decisions.

SiftHub offers two setup paths, depending on whether you want to connect only to public articles or to both public and private content. Both take approximately 10 minutes and are managed from the SiftHub Web App.

Connection requirements

Before you begin, make sure you have the following, or contact the relevant administrator:

  • SiftHub Admin or Account Owner role: required for both options, to activate the connector from SiftHub Web App → Connectors → Apps
  • Zendesk Administrator access: required for the API integration only, to generate an API token from the Zendesk Admin Center

Option 1: Public integration

No API key needed. Indexes only publicly visible published articles, syncing once every 24 hours.

In the SiftHub Web App, go to Connectors → Apps → Zendesk, click Connect, and select Connect without API. Add your brand URLs; each brand is a Zendesk site or subdomain you've set up, like a Developer Guide or User Guide. Paste each URL into SiftHub, click Add, and click Done when finished. Brands can be added or removed at any time.

Option 2: API integration

Requires a Zendesk API token. Indexes all published articles, public and private, across your selected brands, syncing every 30 minutes.

In your Zendesk Admin Center, go to Apps & Integrations → APIs → Zendesk API, turn on Token Access, and generate a new token named ‘SiftHub Connector.’ 

Then in the SiftHub Web App, go to Connectors → Apps → Zendesk, click Connect, and select Connect with API. Enter your API token, your default brand URL (the portion of your Zendesk URL up to .zendesk.com), and your admin email. Once authenticated, select the brands you want to connect and click Continue.

Activation and timing

Public integration API integration
Sync frequency Every 24 hours Every 30 minutes
Manual sync Not available Not available

Content availability depends on the sync cycle for your chosen integration type.

Frequently asked questions

Do I need a Zendesk API key to connect SiftHub?
No, but it depends on what you need. The public integration works without an API key and gives you access to publicly visible articles. If you want private articles indexed and faster sync times, you'll need the API integration, which requires Zendesk Administrator access to set up.
How long does setup take?
Both options take approximately 10 minutes. With the API integration, content from selected brands starts syncing immediately after authentication and is available within 30 minutes.
Can I choose which Zendesk brands get connected?
Yes. SiftHub lets you select specific brands during setup and add or remove them at any time. Only the brands you explicitly connect will be indexed.
Are Zendesk article permissions enforced in SiftHub?
No. All connected Zendesk articles are visible to all users in your SiftHub account, regardless of their Zendesk access level. Factor this in when deciding which brands to connect.
What content does SiftHub index from Zendesk?
SiftHub indexes only published articles, including article text, HTML formatting, and metadata. Draft articles are never indexed. With the public integration, only articles visible to everyone are included. With the API integration, all published articles across your selected brands are available.
Can SiftHub use Zendesk content alongside other connected tools?
Yes. Zendesk is one source in a broader intelligence layer. SiftHub integrates with your CRM, Slack, Gong, Google Drive, and other connectors so that responses and handover docs always reflect the full picture, not just what's in your Help Center.
Our support team owns Zendesk. Do they need to be involved in the setup?
For the public integration, no, a SiftHub Admin can set it up independently. For the API integration, you'll need a Zendesk Administrator to generate the API token. A quick handoff to your support team for that one step is all that's needed.
We have multiple Zendesk brands across different regions. Can SiftHub handle that?
Yes. SiftHub lets you connect multiple brands and select exactly which ones to index. This makes it easy to manage regional or product-specific Help Centers separately, connecting only what's relevant for your sales and presales teams.
Will my sales team see internal or sensitive support articles they shouldn't?
This depends on which integration type you choose. The public integration only indexes articles visible to everyone, so internal articles are never included. With the API integration, all published articles across your selected brands are indexed and visible to all SiftHub users. Choose your brands carefully based on what your team should have access to.
Our Zendesk articles go out of date quickly. How does SiftHub handle that?
SiftHub only indexes published articles and automatically syncs updates: every 24 hours for the public integration and every 30 minutes for the API integration. When an article is updated in Zendesk, SiftHub picks up the latest version in the next sync cycle. Deleted articles are automatically removed from SiftHub results.

Need additional support?

If you need any additional help in setting up your integration, feel free to reach out directly to your SiftHub Customer Success Manager, or write to us at support@sifthub.io.

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