Gradual’s Zendesk integration allows you to connect your support documentation with your Gradual community.
Connecting Your Account
You’ll find the Zendesk integration under the Integrations tab. You will need to contact our support team at [email protected] to discuss upgrading to get the integration enabled for your community.
Once the integration is enabled you can connect your account by providing your Zendesk Subdomain. Once connected, Gradual will sync your existing Zendesk knowledge base automatically pulling in published articles.
Article Syncing and Visibility
When syncing articles, you can choose whether they come into Gradual as pending or published, depending on your needs. Only published articles from Zendesk are imported, ensuring that your Gradual dashboard stays relevant.
Each article will be clearly labeled with Zendesk as its source in the dashboard, so it's easy to see which content originated from your knowledge base.
Important Notes:
-Articles imported from Zendesk will share the same cover image.
-Certain fields are intentionally read-only to ensure consistency across platforms.
Categories and Tags
Gradual supports syncing both categories and tags from Zendesk. You can map Zendesk categories to existing Gradual categories, making it easy to organize your content. Tags from Zendesk will also be pulled into your tag library, and can be used across your Gradual community.
Sync Behavior and Archiving
The integration refreshes every 24 hours, so your content stays in sync automatically. If an article is archived or deleted in Zendesk, it will be tagged as archived in Gradual and hidden from the main community.
If you ever decide to remove the integration, you’ll have full control of what happens to the synced articles. You can either archive the synced articles or keep them in your Gradual workspace.
Create Zendesk Tickets from Forum Posts
You can connect Zendesk Tickets to Gradual and allow moderators or staff to create a Zendesk ticket directly from a forum post. This feature helps your team escalate community questions into your support workflow without leaving Gradual.
Ticket creation access
The ability to create tickets from forum posts is available to:
Forum moderators
Board moderators
This feature only supports: Forum Post → Zendesk Ticket. It does not sync updates back to Gradual.
Connect Zendesk Tickets
Sign in to your Gradual dashboard
Open the Zendesk Integration
Complete Zendesk login if not already connected
Locate the Tickets toggle
Toggle On
Once connected, the ticket creation option will be available in the forum.
Create a ticket from a forum post
Navigate to the Forum
Open a post
Click the three dots found in the top right corner of the post
Select Create Ticket on Zendesk
Review or edit:
Subject (defaults to post title)
Description (defaults to post content)
Click Create
After creation:
A success message will appear
A link to the Zendesk ticket will be available
Data mapping
When a ticket is created, Gradual sends the following data to Zendesk:
Post Title → subject
Post Content → description
Post Author Email → requester email
Topics → tags
Gradual Post ID → external_id
Post URL and created time → appended to the description
Prevent duplicate tickets
Gradual prevents duplicate tickets using the Post ID. If a ticket already exists, you’ll see: The ticket exists in Zendesk already
If you have questions about the Zendesk integration or want to started, reach out to the team at [email protected]!