Connect your tools

Connecting your helpdesk and knowledge base

The Unless support agent is only as effective as the knowledge it can draw from. That knowledge comes from two places: your helpdesk, where resolved tickets and articles live, and your knowledge base, where your documentation is maintained. Connecting both to Unless creates a single, self-maintaining library that powers your customer agent, your team assistant, and your public help center. This article walks you through the source types you can connect, how the integrations work, and what to expect once everything is linked.

Source types you can connect

The Knowledge base ingests content from several categories, and most of them map directly to the systems your team already uses. The main categories are:

User-generated content such as community forums and old support tickets is a poor source. It carries noise and outdated context, so skip it.

How helpdesk integrations work

When you connect a helpdesk like Freshdesk or Help Scout Docs, Unless pulls your articles and tickets into Living Knowledge. This content becomes grounding data for your AI customer agent and feeds the public Help Center embedded in the agent.

The key benefit is data quality. Unless ingests the exact content of your articles and tickets, without the navigation and footer clutter a website import brings. When your helpdesk content changes, Living Knowledge updates automatically, so the agent never answers from something stale.

For Freshdesk specifically, the Team Assistant works on top of the helpdesk. Your team answers tickets inside Freshdesk, drawing on Living Knowledge and related tickets, without switching tools. When a person is needed, the conversation passes to your Freshdesk agents, or to email, with the whole history attached.

Setting up the integrations

To connect a helpdesk, go to the Integrations tab of your Unless dashboard. Select Configure for the integration you want, which opens a popup where you can connect your account and set up the integration.

Once the Freshdesk integration is active, you will find a new Add Freshdesk articles option in the Add training source dropdown in the AI zone. The Freshdesk integration supports multiple portals.

For Help Scout Docs, the setup follows the same pattern. This is a premium connector, so check the pricing page for more information.

Adding sources and keeping them current

After connecting your systems, you add sources through Train > Knowledge base > Sources. Click Import sources, pick the type, and paste the URL or select the content. Each source you add gets scanned and indexed. The agent retrieves relevant chunks at conversation time and uses them to ground its answer.

Retraining happens automatically when content changes, or manually when you trigger it. Living Knowledge continuously re-reads connected sources, picks up new conversations, rewrites and restructures content when the underlying truth changes, and captures team corrections. Every accepted override and edit feeds back into the library.

Organizing with topics and quality scores

Two features help you keep sources manageable. Topics are optional groupings that scope sources to a specific product, audience, or use case. The agent then answers using one topic at a time, preventing cross-product mix-ups. If you have two products, create a topic per product, add the relevant sources, and connect the topic to the component or starter button that the right customers see.

The Quality score sits next to each source and shows how well it reads for the agent. Sort by Quality score from low to high and start with the worst. To improve a source, open View content on a low-scoring source, fix the structure in the original (headings, short paragraphs, no dense tables), and retrain.

What happens after connection

Once your helpdesk and knowledge base are connected, the same Living Knowledge library feeds three surfaces: the Customer Agent that answers customer questions, the Team Assistant that drafts replies for your support team, and the Help Center that auto-generates public documentation. This eliminates duplicate content operations. Nobody is paid to keep multiple wikis tidy anymore.

The Help Center is the public face of Living Knowledge. It is auto-generated from your docs, tickets, recordings, and conversations, and includes search functionality, category tiles, how-to articles, glossary definitions, and content in every language you serve. Because it is generated from the same Living Knowledge that powers the Customer Agent, your public documentation and your AI responses always stay in sync.

Conclusion

Connecting your helpdesk and knowledge base is the first step toward a support operation that maintains itself. The integrations pull your existing content into one library, the agent answers from that library with citations, and every resolved ticket improves the next interaction. Start with the integrations tab, add your sources, and let Living Knowledge do the rest.