Zendesk Support - Copilot Studio

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Posted on by JDAnderson

How do we connect a Zendesk support site to Copilot Studio? It's a public site. https://actifi.zendesk.com/hc/en-us

It worked and I was able to ask a question and copilot returned an answer based on URL above - then quit working.

Is it because it is NOT indexed or found by Bing Search?

There must be a trick to connect these dots. All our support content is in Zendesk site - linking pdf or Word documents with content works. What is the nuance of URL - no more than two levels?

Thanks for assistance

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remidyon Microsoft Employee on at

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Hello,

I have no problem using this public Zendesk website as a source of data for Generative Answers. Are you sure you configured your Copilot correctly?

I checked your site and it is indexed correctly by Bing:

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JDAnderson 4 on at

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Thanks for assist.

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CU26110138-0 16 on at

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Yeah this sounds like Copilot is just getting lost in Zendesk’s deeper article structure and not consistently re-crawling it. You might find it a lot smoother to use the Zendesk AI ChatGPT agents app instead since it’s built specifically to index Guide content properly: https://www.zendesk.com/au/marketplace/apps/support/1019076/ai-chatgpt-agents-by-eesel/.

It handles multi level article URLs and tends to avoid the caching issues you’re hitting. Could be worth spinning it up as a quick comparison just to see if the behaviour is more consistent. If nothing else it’ll help you isolate whether the problem is Copilot or the way Zendesk is exposing your content.

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