Announcing external sources and internal knowledge articles in auto assist

Announced on | Rollout starts | Rollout ends
July 14, 2026 | July 14, 2026 | July 17, 2026

We’re excited to announce that auto assist can now generate suggestions based on content from external sources and internal knowledge articles. This allows you to broaden the pool of content available to auto assist so it can provide suggestions on even more topics and tickets.

Admins can connect auto assist to a growing list of sources, such as Confluence, Notion, web crawler and more, or leverage knowledge (formerly Guide) articles in user segments other than “Visible to everyone”.

Once connected, auto assist will start using these sources to generate text suggestions.

This announcement includes the following topics:

What is changing?

What do I need to do?

What is changing?

Auto assist gets access to 10 external sources and internal knowledge articles, and can use them to generate text suggestions.

Currently supported sources are Box, Confluence, Document360, Google Drive, Guru, Notion, SharePoint, web crawler and other Zendesk instances. Amazon S3 and Contentful are coming soon.

What do I need to do?

If you haven't connected external sources yet or set up a web crawler, see Connecting external knowledge sources to your Zendesk account and Setting up a web crawler. To lean more about how to use these sources for auto assist text suggestions, see Understanding auto assist sources for suggestions.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.