Connecting Google Drive as an external knowledge source

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<p id="docs-hc-snippet" style="display: none;">You can create a connection to ingest and sync content from your shared Google Drive. After you connect Google Drive, you canconfigure workflows to use this external content.</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 shared Google Drive as an external knowledge source to sync Google Docs and Sheets content for use in your workflows. Manage multiple shared drives, set viewer permissions for user segments, manually resync content, and disconnect drives as needed. This integration helps keep your knowledge base updated with external documents accessible based on configured permissions.</p>
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<div class="p">You can connect Google Drive to your Zendesk account to make content from your shared
Google Drive available as a knowledge source <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>. <div class="note" id="topic_c3s_fft_wgc__note_sdx_gcs_m3c">
<span class="notetitle">Note:</span> Currently, the Google Drive connector supports Google Docs and
Sheets. In addition, the Google Drive connector syncs contents from your shared
Google Drive. Content from private Google Drives is not synced. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10735302080666#topic_ubb_35z_fjc" target="_blank">enroll in the PDF Ingestion EAP</a> to enable
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10735302080666#topic_bn4_3qs_fjc" target="_blank">syncing of your PDF documents</a>.</div>
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<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 your shared Google Drive</a></li>
<li class="li"><a class="xref" href="#topic_t1w_vps_ygc">Adding another shared drive</a></li>
<li class="li"><a class="xref" href="#topic_xm5_zpf_k3c">Managing Google Drives 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/9796599390874" target="_blank">Connecting external knowledge sources to your
Zendesk account</a></li>
<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 your shared Google Drive</h2>
<div class="body">
<p class="p">You can create a connection to ingest and sync content from your shared Google Drive.
After you connect Google Drive, 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">
<strong class="ph b">To set up a Google Drive connection</strong><ol class="ol" id="topic_ftg_xjt_wgc__ol_ik3_ckt_wgc">
<li class="li">In Knowledge admin, click <strong class="ph b">Manage articles</strong> (<img class="image" id="topic_ftg_xjt_wgc__image_sy5_f5z_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image img-screenshot" 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="250"></p>
</li>
<li class="li">Under the Available sources section, click <strong class="ph b">Connect</strong> on the Google
Drive card.<p class="p"><img class="image img-screenshot" id="topic_ftg_xjt_wgc__image_otw_t35_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-googledrive-card.png" width="225"></p>
</li>
<li class="li">Review the Google Drive connect screen, then click <strong class="ph b">Continue</strong>.<p class="p"><img class="image img-screenshot" id="topic_ftg_xjt_wgc__image_tqg_l2n_k3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-google-drive-oauth.png" width="350"></p>
</li>
<li class="li">Sign in to Google with a user account that has the correct permissions for
content you want to sync to Zendesk and allow Zendesk to access your Google
Drive files.</li>
<li class="li">Select the drives that you want to sync, then click <strong class="ph b">Sync</strong>.<p class="p"><img class="image img-screenshot" id="topic_ftg_xjt_wgc__image_mrf_wjv_k3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sync-site.png" width="600"></p>
</li>
</ol>
</div>
<p class="p">When the sync is complete, the page will show a green Synced status for each synced
source.</p>
<p class="p"><img class="image img-screenshot" id="topic_ftg_xjt_wgc__image_qbc_sk5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-gdrive-connectionsynced.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 shared drive</h2>
<div class="body">
<p class="p">After you create a connection to a Google Drive, you can add more shared drives to
the connection at any time.</p>
<div class="p">
<strong class="ph b">To add shared drives to your Google Drive connection</strong><ol class="ol" id="topic_t1w_vps_ygc__ol_gwf_mqb_xgc">
<li class="li">In Knowledge admin, click <strong class="ph b">Manage articles</strong> (<img class="image" id="topic_t1w_vps_ygc__image_sy5_f5z_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image img-screenshot" 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 Google Drive site row that contains the
shared drive you want to add, then select <strong class="ph b">Add content</strong>.<p class="p"><img class="image img-screenshot" id="topic_t1w_vps_ygc__image_j31_rrb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-gdrive-add-shared-drive.png" width="700"></p>
</li>
<li class="li">Select the drives that you want to sync.<p class="p"><img class="image img-screenshot" id="topic_t1w_vps_ygc__image_z5w_fbv_k3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sync-site.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Sync</strong> to add the shared drives and begin syncing them to
Knowledge. <p class="p">When the sync is complete, the page will show a green Synced
status for each newly added drive.</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 Google Drives connected to your Zendesk account</h2>
<div class="body">
<p class="p">Once you've created a Google Drive connection, you can make changes to the connected
drive 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 Google Drive connection details</a></li>
<li class="li"><a class="xref" href="#topic_z5f_xts_ygc">Managing viewer permissions for Google Drive content</a></li>
<li class="li"><a class="xref" href="#topic_x2c_xlb_xgc">Manually resyncing Google Drive content</a></li>
<li class="li"><a class="xref" href="#topic_c5b_bmb_xgc">Disconnecting a Google Drive connection</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 Google Drive connection details</h3>
<div class="body">
<p class="p">You can view information about the shared Google Drives you've connected to
Knowledge, including when it was created and by whom, and when it was last
synced. </p>
<div class="p">
<strong class="ph b">To view Google Drive connection details</strong><ol class="ol" id="topic_cvp_glb_xgc__ol_gbz_kwb_xgc">
<li class="li">In Knowledge admin, click <strong class="ph b">Manage articles</strong> (<img class="image" id="topic_cvp_glb_xgc__image_hbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image img-screenshot" 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 drive you want to
manage, then select <strong class="ph b">Manage</strong>.<p class="p"><img class="image img-screenshot" id="topic_cvp_glb_xgc__image_kbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-gdrive-manage-connection.png" width="700"></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 files in the drive</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 can also be <a class="xref" href="#topic_x2c_xlb_xgc">triggered
manually</a>
</li>
<li class="li">
<strong class="ph b">Connection</strong>: Name of the connected drive</li>
<li class="li">
<strong class="ph b">Viewing permissions</strong>: Who can view the connected files. To
view the file content, users must have permission in Google
Drive to access the content.</li>
</ul>
<img class="image img-screenshot" id="topic_cvp_glb_xgc__image_adk_syb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-gdrive-viewdetails.png" width="350">
</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 Google Drive content</h2>
<div class="body">
<p class="p" dir="ltr">You can set the viewer permissions for who can view connected Google Drive
content in your Zendesk workflows.</p>
<div class="p" dir="ltr">
<strong class="ph b">To manage viewer permissions for Google Drive content</strong><ol class="ol" id="topic_z5f_xts_ygc__ol_csl_zts_ygc">
<li class="li">In Knowledge admin, click <strong class="ph b">Manage articles</strong> (<img class="image" id="topic_z5f_xts_ygc__image_hnn_15s_ygc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</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 source 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 source:<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-Understanding-and-setting-light-agent-permissions-" 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 Google Drive content</h2>
<div class="body">
<p class="p">When you connect Google Drive as an external content source, a sync process runs
every 24 hours to update new or changed content. You can manually force a sync.</p>
<div class="p">
<strong class="ph b">To manually resync Google Drive 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_jnn_15s_ygc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the connection you want to sync.<p class="p"><img class="image img-screenshot" id="topic_x2c_xlb_xgc__image_hyq_zdv_k3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-gdrive-add-shared-drive.png" width="700"></p>
</li>
<li class="li">Select <strong class="ph b">Sync again</strong>.<p class="p">The Google Drive connection syncs 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 Google Drive connection</h2>
<div class="body">
<p class="p">You can remove connections to Google Drive if you no longer want to sync shared
drives. If you remove a Google Drive connection, all shared drive connections within
that site will be removed. To remove an individual shared drive connection but
retain others within Google Drive, remove the shared drive 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 Google Drive</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_ost_tlb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the connection or shared drive you want to
disconnect.<p class="p"><img class="image img-screenshot" id="topic_c5b_bmb_xgc__image_sgp_3hv_k3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-gdrive-add-shared-drive.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 img-screenshot" id="topic_c5b_bmb_xgc__image_fcm_czg_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-gdrive-removeconnection.png" width="375"></p>
The shared drive 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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