Set up a Zendesk data store

This page describes how to create a data store and connect Zendesk to Gemini Enterprise.

Before you begin

Before you set up your Zendesk data store, ensure the following:

  1. Grant the Discovery Engine Editor role (roles/discoveryengine.editor). This role is required for the user to create the data store. To grant this role, do the following:

    1. In the Google Cloud console, go to the IAM page.

      Go to IAM

    2. Locate the user account and click the edit Edit icon.
    3. Grant the Discovery Engine Editor role to the user. For more information, see IAM roles and permissions.

  2. Create an OAuth client and obtain the following credentials:

    • Client ID

    • Client secret

  3. Configure the necessary permissions within Zendesk for the OAuth application.

  4. Ensure that token access is enabled in the Zendesk API settings.

Create the Zendesk data store

To create the Zendesk data store, perform the following steps:

  1. In the Google Google Cloud console, go to the Gemini Enterprise page.

    Gemini Enterprise

  2. Select or create a Google Cloud project.

  3. In the navigation menu, click Data stores.

  4. Click Create data store.

  5. In the Source, search for Zendesk, and click Select.

  6. In the Data section:

    1. In the Authentication settings section, provide the following details: * Instance URI: Enter the Zendesk instance URI (for example, https://[subdomain].zendesk.com). * Client ID: The unique identifier of the application registered in Zendesk. * Client Secret: The secret key generated during the OAuth 2.0 application registration process in Zendesk.

      For information on how to obtain the client ID and client secret, see Obtain client ID and client secret. For the permissions required to perform search, see Required permissions.

    2. Click Login and complete the Zendesk sign-in.

    3. Click Continue.

    4. In the Destinations section:

      1. Proxy Server: Enter the hostname or IP address of a proxy to route HTTP traffic through, including the Host and Port.
      2. Zendesk Support URL: Enter the instance URL, including https://, which is your Zendesk Support URL.
      3. Click Continue.

    5. Optional: In the Advanced options section:

      1. Enable Static IP Addresses: Registers a narrow set of static IP addresses to be added to your system's allowlist. Sync runs will fail until these IP addresses are in the allowlist.
      2. Max API Requests Per Minute: The maximum number of API requests per minute to send to your Zendesk instance for each connector run.
      3. Click Continue.

    6. In the Entities to search section, select all the entities to search from the list. You must select at least one entity.

  7. Click Continue.

  8. In the Configuration section:

    1. From the Multi-region list, select the location for your data connector.
    2. In the Data connector name field, enter a name for your connector.
    3. If you selected US or EU as the location, configure the Encryption settings:
      • Optional: If you haven't configured single-region keys, click Go to settings page to do so. For more information, see Register a single-region key for third-party connectors.
      • Select Google-managed encryption key or Cloud KMS key.
      • If you selected Cloud KMS key:
        • In the Key management type list, select the appropriate type.
        • In the Cloud KMS key list, select the key.
      For more information, see Customer-managed encryption keys.

  9. Click Continue.

  10. In the Billing section, select General pricing or Configurable pricing. For more information, see Verify the billing status of your projects and Licenses.

On the Data Stores page, click your data store name to see the status. After the data store state changes from Creating to Active, the Zendesk connector is ready to be used.

After creating the data store, create an app, connect it to the Zendesk data store, and authorize Gemini Enterprise to Zendesk before executing any queries.

For information on permissions required to perform search, see Required permissions.

Data handling and query execution

This section describes how Gemini Enterprise manages your query and the privacy implications of using the federated data store.

Query execution

After you authorize Zendesk and send a search query to Gemini Enterprise:

  • Gemini Enterprise sends your search query directly to the Zendesk API.
  • Gemini Enterprise blends the results with those from other connected data sources and displays a comprehensive search result.

Data handling

When using third-party federated search, the following data handling rules apply:

  • Your query string is sent to the third-party search backend (Zendesk API).
  • These third parties may associate queries with your identity.
  • If multiple federated search data sources are enabled, the query might be sent to all of them.
  • Once the data reaches the third-party system, it is governed by that system's terms of service and privacy policies.

What's next