Connect your systems

Connecting your helpdesk and knowledge base

In brief: Connect a supported helpdesk or knowledge base to bring its articles and, where supported, tickets into Living Knowledge. The Team Assistant can use connected knowledge to answer within Freshdesk or Zoho Desk.

Your existing support content can do more than help customers who find it themselves. When connected to Unless, eligible articles and tickets become knowledge the AI agent can use, and some integrations also support answering directly inside the helpdesk. The details depend on which system you connect.

What connecting a source does

Connected content flows into Living Knowledge, where it can ground AI answers and feed your public Help Center. Help Scout Docs brings in published articles; Freshdesk and Zoho Desk can provide articles and tickets.

The integrations also support different support workflows. The Team Assistant can answer within Freshdesk or Zoho Desk, while Help Scout Docs provides article content for the AI agent and public Help Center.

Choose the integration that fits

Help Scout Docs

The Help Scout Docs integration imports published help articles into Living Knowledge. When an article is updated in Help Scout Docs, Living Knowledge updates with it. Help Scout Docs is a premium connector.

To connect it, open the Integrations tab in your Unless dashboard, select Configure for Help Scout Docs, then connect your account and set up the integration in the popup.

Freshdesk

Freshdesk articles and resolved tickets flow into Living Knowledge. The Team Assistant can answer tickets in Freshdesk using that knowledge and related tickets. If a human agent is needed, the conversation can be handed over to Freshdesk agents or email with its context and history.

To set it up, open Integrations in your Unless dashboard, select Configure for Freshdesk, and connect your account in the popup. Once active, select Add Freshdesk articles from the Add training source dropdown in the AI zone.

Zoho Desk

Zoho Desk articles and resolved tickets flow into Living Knowledge and publish to your Help Center. The Team Assistant works inside Zoho Desk, answers using connected knowledge and related tickets, and can hand off to your support team with the full conversation attached when a person is needed.

Zoho Desk content can also be combined with other connected sources, including documents, your website, and other systems, in one Help Center.

What to expect from the content

Integrations can provide the exact content of published articles without the navigation and footer clutter associated with a website import. Freshdesk and Zoho Desk also bring in resolved tickets, while Help Scout Docs keeps Living Knowledge aligned with article updates.

Choose the source that matches your support setup and the content you want the agent to use. Once connected, that knowledge can support AI answers and, for Freshdesk and Zoho Desk, Team Assistant workflows inside the helpdesk.