Announcing the Universal Connector as an external content source for use across knowledge experiences

Announced on | Rollout starts | Rollout ends
September 2, 2026 | September 2, 2026 | September 4, 2026

We’re excited to announce the general availability of the Universal Connector as a knowledge source. You can now connect API-based knowledge sources to your Zendesk account with an API key, and make that content available wherever external content is used.

This announcement answers the following questions:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

You can now connect REST/JSON knowledge sources to Zendesk Knowledge Graph through a configurable Universal Connector, without requiring a dedicated integration.

Admins can provide an API key and tailor the connection to their source by configuring the API endpoint, request details, response-field mappings, and pagination. This makes it possible to bring knowledge from internal, niche, or custom-built systems into Zendesk.

Why is Zendesk making this change?

The Universal Connector gives admins a flexible way to connect compatible API-based sources and map their content into Zendesk, so AI agents, Copilot, search, and generative search can use more of your organization’s existing knowledge.

What do I need to do?

The Universal Connector is generally available. Create a Universal Connector connection, add your API key, and configure how Zendesk retrieves and maps content from your REST/JSON source. See Connecting external content using the universal knowledge connector.

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.