Announcing Confluence as a knowledge source for advanced AI agents

Announced on | Rollout on
October 28, 2025 | October 28, 2025

We’re excited to announce the general availability of Confluence as a knowledge source to power advanced AI agent responses. Admins can use this feature to leverage the information in Confluence sites and spaces that are connected with Knowledge to power generative answers in advanced AI agents.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Confluence as a knowledge source for AI Agents - Advanced allows admins to connect Confluence sites and spaces to power generative answers in advanced AI agents. This expands the content sources available beyond web crawlers and Zendesk help centers, enabling access to your existing Confluence content within advanced AI agents.

Why is Zendesk making this change?

We’re making it easier to reuse existing knowledge from different sources your organization already uses and leverage it within Zendesk. So now, your advanced AI agents can tap into your Confluence knowledge.

What do I need to do?

You must have the AI agents - Advanced add-on to create an advanced AI agent, but you can create a Confluence connection on any Zendesk Suite or Knowledge plan. For more information, see the following resources:

Connecting Confluence to your Zendesk account as an external knowledge source

Importing knowledge sources for an advanced AI agent

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.