PDF support for Knowledge connectors (EAP)

PDF ingestion is the ability of knowledge connectors to extract and sync PDF content fromsupported knowledge sources. Content extracted from PDF files is synced with Knowledge and made availablewherever external content is used.


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Summary: ◀▼
You can extract and sync PDF content from supported knowledge sources to make it available for AI agents and generative search. This feature supports platforms like SharePoint, Google Drive, Box, Amazon S3, and Zendesk PDF attachments. It updates PDF content automatically during syncs, helping AI provide better answers. Limitations include a 10 MB file size max, 100 PDFs per account, and no support for encrypted PDFs or images.





Important: PDF Ingestion is currently in an early access
program (EAP). To participate, see Enrolling in the EAP.
PDF ingestion is the ability of knowledge connectors to extract and sync PDF content from
supported knowledge sources.
Content extracted from PDF files is synced with Knowledge and made available wherever external content is used.
You must be a Knowledge admin to create and manage knowledge connections.
This article contains the following topics:
About PDF Ingestion
Requirements and limitations
Enrolling in the EAP
Setting up PDF ingestion




About PDF Ingestion

When you register for this EAP, you can unlock the information in your PDF documents
hosted on supported knowledge connector platforms. Content that lives in PDF files
no longer needs to be manually converted or migrated. Instead, it's
automatically extracted, synced, and made available for AI agents and generative
search.
PDF extraction offers the following capabilities:

PDF ingestion from supported knowledge connectors: You can connect
your existing knowledge sources to automatically ingest PDF content into
your Zendesk account.

Automatic knowledge syncing: PDF content is updated during connector
syncs, which typically runs every 24 hours.

PDF extraction: Text is extracted from connected PDFs, then made
available for AI Agents and generative search. Equipping AI agents and
generative search with PDF content helps them to provide better answers for
users seeking information.






Requirements and limitations

Supported platforms include the following:
Sharepoint
Google Drive
Box
Amazon S3
Zendesk (PDF article attachments)

Additional platforms will be added as they become available.
To participate in this EAP, you must be a Knowledge admin and have the following:

Access to the PDF Ingestion
EAP
Connected knowledge source

AI agents or generative search configured to
access ingested content.

The following limitations apply to the PDF ingestion EAP. PDFs that don't meet this
criteria are automatically and silently (no UI indication) skipped during
ingestion.
Maximum PDF file size of 10 MB
Maximum of 100 PDFs per account
Encrypted PDFs are not supported
Images within PDFs are not extracted; only text extraction is
supported.





Enrolling in the EAP

You can enroll in the PDF Ingestion EAP from within Knowledge admin. After you submit
the EAP agreement and update your settings, you'll have automatic access to the PDF
ingestion functionality.
If you have feedback about this feature during the course of the EAP, visit the
dedicated community forum for PDF ingestion where we collect and manage
customer product feedback.

To enroll in the PDF Ingestion EAP
In Knowledge admin, click Settings ( ) in the sidebar.
Under the External content (Early Access Program) section, select
Allow PDF content.

Review the EAP terms and conditions, then select I agree and click
Submit.
On the Settings page, click Update.





Setting up PDF ingestion

Once you've signed up for the PDF ingestion EAP, the feature is automatically
available to you. However, you must connect a supported external knowledge source and configure your account to allow the use of external content.

To set up PDF ingestion for use with knowledge connectors
Set up one of the supported
knowledge connectors. For links to connector documentation, see
Connecting external content using a
knowledge connector. After you connect your source, PDFs synced
from that source are automatically ingested into Zendesk
Knowledge.

Configure your AI agents or generative search to use the connected external
content. See About connecting external content to
Zendesk for use across knowledge experiences.




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