Connecting Confluence as an external knowledge source

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<p id="docs-hc-snippet" style="display: none;">You can connect Confluence to your Zendesk account to make the content availablewherever external content is used.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can connect Confluence to sync and use its content as an external knowledge source. Manage multiple spaces, control viewer permissions, and manually resync content as needed. Removing connections stops content syncing and availability. This integration helps you expand your knowledge base by incorporating Confluence content into your workflows and support resources.</p>
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<p class="p">You can connect Confluence to your Zendesk account to make the content available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank">wherever external content is used</a>. </p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_c3s_fft_wgc__ul_kbk_dsh_xgc">
<li class="li"><a class="xref" href="#topic_ftg_xjt_wgc">Connecting a Confluence site</a></li>
<li class="li"><a class="xref" href="#topic_t1w_vps_ygc">Adding another Confluence space</a></li>
<li class="li"><a class="xref" href="#topic_xm5_zpf_k3c">Managing Confluence spaces connected to your Zendesk account</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">Related articles</strong>:<ul class="ul" id="topic_c3s_fft_wgc__ul_npx_2r1_xgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831783962" target="_blank">Knowledge product limits for your help
center</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ftg_xjt_wgc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting a Confluence site</h2>
<div class="body">
<p class="p">You can create a connection to ingest and sync content from your Confluence spaces.
After you connect a Confluence site, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_opg_phs_ygc" target="_blank">configure workflows to use this external
content</a>.</p>
<p class="p">You must be a Knowledge admin to set up and manage external content connections. </p>
<div class="p">
<div class="note" id="topic_ftg_xjt_wgc__note_wvx_tqp_qhc">
<span class="notetitle">Note:</span> Labels added to Confluence content are not synced to
Zendesk.</div>
</div>
<div class="p">
<strong class="ph b">To set up a Confluence connection</strong><ol class="ol" id="topic_ftg_xjt_wgc__ol_ik3_ckt_wgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_ftg_xjt_wgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_rcd_t5z_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-extcontent-connect.png" width="225"></p>
</li>
<li class="li">Click <strong class="ph b">Create connection</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_otw_t35_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-knwcx-googledrive.png" width="700"></p>
</li>
<li class="li">In the Confluence card, click <strong class="ph b">Connect</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_krn_wvz_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnctr-create.png" width="600"></p>
</li>
<li class="li">Log into Confluence with a user account that has the correct permissions for
content you want to sync to Zendesk.</li>
<li class="li">Select your Confluence site from the drop-down list and click
<strong class="ph b">Accept</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_wxp_y35_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-reqaccess.png" width="300"></p>
</li>
<li class="li">In <strong class="ph b">Confluence site</strong>, select the Confluence site that you want to
connect. </li>
<li class="li">In <strong class="ph b">Spaces</strong>, select the spaces that you want to connect.<div class="note" id="topic_ftg_xjt_wgc__note_t41_3qg_zgc">
<span class="notetitle">Note:</span> Connections to personal spaces in Confluence are
not permitted.</div>
<p class="p">Only the first 20 spaces (shown in alphabetical
order) appear in the drop-down menu. To select a space that doesn't
appear in the menu, begin typing the name of the space in the search
box, then select it once it appears. To remove a space, click <strong class="ph b">X</strong>
on the space tag.</p>
<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_egl_rwz_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-syncconfsite.png" width="700"></p>
</li>
<li class="li">Click <strong class="ph b">Sync</strong> to begin syncing your site. </li>
</ol>
</div>
<p class="p">When the sync is complete, the page will show a green Synced status for each synced
space.</p>
<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_qbc_sk5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-synced-complete.png" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t1w_vps_ygc">
<h2 class="title topictitle2" id="ariaid-title3">Adding another Confluence space</h2>
<div class="body">
<p class="p">After you create a connection to a Confluence site, you can add more spaces to the
connection at any time.</p>
<div class="p">
<strong class="ph b">To add spaces to your Confluence connection</strong><ol class="ol" id="topic_t1w_vps_ygc__ol_gwf_mqb_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_t1w_vps_ygc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_t1w_vps_ygc__image_rcd_t5z_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-extcontent-connect.png" width="225"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_t1w_vps_ygc__image_efm_k5b_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the Confluence site row that contains the
spaces you want to add, then select <strong class="ph b">Add content</strong>.<p class="p"><img class="image" id="topic_t1w_vps_ygc__image_j31_rrb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-addcontent.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Confluence site</strong>, select the Confluence site that contains the
spaces you want to add.</li>
<li class="li">In <strong class="ph b">Spaces</strong>, select the spaces that you want to connect.<p class="p">Only the
first 20 spaces (shown in alphabetical order) appear in the drop-down
menu. To select a space that doesn't appear in the menu, begin typing
the name of the space in the search box, then select it once it appears.
To remove a space, click <strong class="ph b">X</strong> on the space tag.</p>
</li>
<li class="li">Click <strong class="ph b">Sync</strong> to begin syncing the spaces to Knowledge. <p class="p">When the sync
is complete, the page will show a green Synced status for each newly
synced space.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xm5_zpf_k3c">
<h2 class="title topictitle2" id="ariaid-title4">Managing Confluence spaces connected to your Zendesk account</h2>
<div class="body">
<p class="p">Once you've created a Confluence connection, you can make changes to the connected
site and spaces as needed.</p>
<div class="p">This section contains the following topics:<ul class="ul" id="topic_xm5_zpf_k3c__ul_srg_2lb_xgc">
<li class="li"><a class="xref" href="#topic_cvp_glb_xgc">Viewing Confluence connection
details</a></li>
<li class="li"><a class="xref" href="#topic_z5f_xts_ygc">Managing viewer permissions
for Confluence content</a></li>
<li class="li"><a class="xref" href="#topic_x2c_xlb_xgc">Manually resyncing Confluence
content</a></li>
<li class="li"><a class="xref" href="#topic_c5b_bmb_xgc">Disconnecting a Confluence
site or space</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_cvp_glb_xgc">
<h3 class="title topictitle3" id="ariaid-title5">Viewing Confluence connection details</h3>
<div class="body">
<p class="p">When you add spaces to your Knowledge connector to Confluence, you can view
information about the connection, when it was created and by whom, and when it
was last synced. </p>
<div class="p">
<strong class="ph b">To view Confluence connection details</strong><ol class="ol" id="topic_cvp_glb_xgc__ol_gbz_kwb_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_cvp_glb_xgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_ibz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-extcontent-connect.png" width="225"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_cvp_glb_xgc__image_jbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the space you want to
manage, then select <strong class="ph b">Manage</strong>.<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_kbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-manage.png" width="600"></p>
</li>
<li class="li">View details about the connection:<ul class="ul" id="topic_cvp_glb_xgc__ul_qbb_gyb_xgc">
<li class="li">
<strong class="ph b">Created</strong>: When the connection was created</li>
<li class="li">
<strong class="ph b">Connected by</strong>: Name of the Knowledge admin who created the
connection</li>
<li class="li">
<strong class="ph b">Items</strong>: Number of connected pages in the space</li>
<li class="li">
<strong class="ph b">Status</strong>: Sync status</li>
<li class="li">
<strong class="ph b">Last synced</strong>: When the last sync occurred. Syncs are
automatically performed every 24 hours, though they can also be
<a class="xref" href="#topic_x2c_xlb_xgc">triggered
manually</a>
</li>
<li class="li">
<strong class="ph b">Connection</strong>: Link to the space in the Confluence site</li>
</ul>
<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_adk_syb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnt-manage-view.png" width="350"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_z5f_xts_ygc">
<h2 class="title topictitle2" id="ariaid-title6">Managing viewer permissions for Confluence content</h2>
<div class="body">
<p class="p" dir="ltr">You can set the viewer permissions for who can view connected Confluence
content in your Zendesk workflows.</p>
<div class="p" dir="ltr">
<strong class="ph b">To manage viewer permissions for Confluence content</strong><ol class="ol" id="topic_z5f_xts_ygc__ol_csl_zts_ygc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_z5f_xts_ygc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_z5f_xts_ygc__image_inn_15s_ygc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-extcontent-connect.png" width="225"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_z5f_xts_ygc__image_jnn_15s_ygc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the space you want to manage,
then select <strong class="ph b">Manage</strong>.</li>
<li class="li">Under <strong class="ph b">Viewing permissions</strong>, select one of the following options to
determine which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">user segments</a> can view content
from this space:<ul class="ul" id="topic_z5f_xts_ygc__ul_kng_tct_pbc">
<li class="li">
<strong class="ph b">Only visible to selected user segments</strong>: Select up to 10 user
segments from any of the following (an Enterprise plan is required
to select multiple user segments):<ul class="ul" id="topic_z5f_xts_ygc__ul_lng_tct_pbc">
<li class="li">
<strong class="ph b">Signed-in users</strong>: Includes internal and external users
who create an account and sign in to your help center. </li>
<li class="li">
<strong class="ph b">Agents and admins</strong>: Includes team members only, so
that you can create content that is internal-only. <div class="note" id="topic_z5f_xts_ygc__note_mng_tct_pbc">
<span class="notetitle">Note:</span> Light agents are included in this
segment. For a list of light agent permissions, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding and
setting light agent permissions</a>.</div>
</li>
<li class="li">
<strong class="ph b">Custom user segment</strong>: Allows you to restrict viewing
access to specific users based on tags, organizations, or
groups by applying user segments. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user segments to
restrict access</a>.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Visible to everyone</strong>: Includes anyone who visits your help
center and does not require sign in.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_x2c_xlb_xgc">
<h2 class="title topictitle2" id="ariaid-title7">Manually resyncing Confluence content</h2>
<div class="body">
<p class="p">When you connect Confluence as an external content source, a sync process runs every
24 hours to update new or changed content. You can also manually force a sync.</p>
<div class="p">
<strong class="ph b">To manually resync Confluence content</strong><ol class="ol" id="topic_x2c_xlb_xgc__ol_lxk_5d5_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_x2c_xlb_xgc__image_z13_4lb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the site or space you want to
sync.<p class="p"><img class="image" id="topic_x2c_xlb_xgc__image_p4z_4l5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-connector-syncagain.png" width="700"></p>
</li>
<li class="li">Select <strong class="ph b">Sync again</strong>.<p class="p">The Confluence spaces sync immediately, and the
Last synced column is updated with the most recent sync time.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_c5b_bmb_xgc">
<h2 class="title topictitle2" id="ariaid-title8">Disconnecting a Confluence site or space</h2>
<div class="body">
<p class="p">You can remove connections to Confluence sites or spaces if you no longer want to
sync their content. If you remove a site connection, all space connections within
that site will be removed. To remove an individual space connection but retain
others within the site, remove the space connection only.</p>
<p class="p">When you remove a connection, the related content is no longer available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">wherever external content is used</a>.</p>
<div class="p">
<strong class="ph b">To disconnect a Confluence site</strong><ol class="ol" id="topic_c5b_bmb_xgc__ol_avd_g25_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_c5b_bmb_xgc__image_ugj_qlb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the site or space you want to
disconnect.<p class="p"><img class="image" id="topic_c5b_bmb_xgc__image_jz1_zl5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnt-remove-connection-new.png" width="700"></p>
</li>
<li class="li">Select<strong class="ph b"> Remove connection</strong>.</li>
<li class="li">Review the message, then click <strong class="ph b">Remove connection</strong>.<p class="p"><img class="image" id="topic_c5b_bmb_xgc__image_fcm_czg_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnt-removecnct-conf.png" width="375"></p>
The space is removed from
the Connection list, and is no longer available as an external content
source.</li>
</ol>
</div>
</div>
</div>
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