Connecting to Zendesk

These settings apply across all spaces and must be completed before any synchronisation can run. You can find them at:

Confluence Settings → Apps → Sync for Confluence Settings

The app needs three pieces of information to authenticate with your Zendesk instance. These credentials are stored securely using Forge’s encrypted storage.

Zendesk Connection Settings

Base URL

Enter the full URL of your Zendesk instance. This tells the app where to send all API requests.

Example: https://yourcompany.zendesk.com

Username

Provide the email address of a Zendesk user account with permission to manage Help Center content. This account will be used to create and update Zendesk articles on your behalf.

API Token

Paste a Zendesk API token associated with the user above. Zendesk tokens give the app long-lived access without requiring a password. We recommend creating a dedicated token for Sync for Confluence so you can revoke it independently if needed.

Connection Testing

After entering your credentials, the app performs a validation check to confirm that it can authenticate with Zendesk and access the Help Center. This process verifies:

• The Zendesk URL is reachable

• The credentials are correct

• The user has the required permissions

• The configured Help Center is available

The app automatically tests the connection whenever you save your credentials.

If the connection fails, the app provides a clear error message so you know whether the issue relates to credentials, permissions, or service availability.

Permissions Required

To keep the integration secure, Sync for Confluence only requests the minimum permissions required update Zendesk articles. Below is an overview of what’s needed.

The Zendesk user you authenticate with must be allowed to manage Help Center content. At a minimum, the account should have:

• Help Center manager or administrator role

• Permission to create, edit, and delete articles

• Permission to view sections

• Permission to upload images

Without these permissions, the sync may fail when attempting to update articles or handle attachments.