Training the AI agent on knowledge from your Zendesk knowledge base

There seems to be a new way how to train your chatbot - by linking your Zendesk account and let the Jotform crawl the knowledge from the articles there. Seems like a great addition, however, in my case, only a limited number of articles are displayed. Could you please advise why not all articles are displayed? Are there any limitations?

Hi zoneandco,

Thanks for reaching out to Jotform Support. Jotform’s integration with Zendesk is a powerful way to streamline support by allowing the chatbot to pull knowledge directly from your help center articles. That said, if you're seeing only a limited number of articles displayed, there could be a few reasons behind that:

• Jotform may only be able to crawl articles that are publicly accessible or shared with the Integration. If some articles are restricted or set to internal view only, they might not appear.
• Article Categories or Tags: The integration might be configured to pull content only from specific categories or tags within Zendesk. Double-check your settings to ensure all relevant sections are included.
• API Rate Limits or Sync Thresholds: Zendesk’s API may impose limits on how much data can be fetched at once. If your knowledge base is large, Jotform might only retrieve a subset during initial sync.
• Integration Setup: During setup, you may have selected specific fields or filters that narrow the scope of what’s imported. Revisiting the integration settings could help expand the article pool.
• Content Format: Articles with unsupported formatting or media might be skipped during the crawl. Plain text and standard HTML are typically safest.

If you can send us a short screen recording of the steps you’re taking, it’ll help us pinpoint the issue. Loom, Google Drive, or Dropbox links all work fine.

Once we hear back from you, we'll be able to help you better with this.