Announcing PDF Ingestion EAP

Announced on | Rollout starts | Rollout ends
June 1, 2026 | June 1, 2026 | June 5, 2026

We are excited to announce our Early Access Program for PDF Ingestion! This EAP brings PDF content into Zendesk, allowing AI agents and generative search to leverage that knowledge when responding to customers.

Important timing note: PDFs in SharePoint will be available from the EAP opening. PDFs in Google Drive will become available after the Google Drive connector reaches GA. You'll still need to sign up for the PDF Extractor EAP separately to use PDF ingestion with Google Drive.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

PDF Ingestion is a new capability that extends our existing SharePoint and upcoming Google Drive connectors. Previously, PDFs hosted in these systems were not supported. Now, when you connect a SharePoint site or Google Drive (when released), PDFs will be automatically ingested into Zendesk Knowledge.

Key capabilities include:

PDF ingestion from SharePoint, Google Drive, and future connectors - Connect your existing sources to automatically bring PDF knowledge into Zendesk.

Automatic content syncing - PDFs are updated regularly when the connector syncs, keeping your knowledge base current.

Text extraction for AI - Text extracted from PDFs is used as content for generative search and AI agents.

You can configure your AI agents and generative search to access this content from your connected sources. See PDF support for Knowledge connectors (EAP).

Why is Zendesk making this change?

Many organizations store critical knowledge in PDF documents hosted in SharePoint and Google Drive. By enabling PDF ingestion, we're helping you unlock this valuable information and make it accessible to your AI agents and generative search capabilities. This means faster, more accurate answers for your customers, without requiring you to manually convert or migrate PDF content.

What do I need to do?

This EAP is available to customers who have Knowledge as part of their Zendesk subscription and use SharePoint (or Google Drive when it becomes available) connector.

To participate in this EAP, you must enroll in the Early Access Program (Allow PDF content) in Knowledge admin. See PDF support for Knowledge connectors (Enrolling in the EAP).

If you have feedback or questions related to this announcement, visit the dedicated community form for PDF ingestion where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.