Zendesk Guide didn't get built by accident - every article is there because a real customer asked a real question and an agent decided it was worth documenting. Connecting Zendesk Guide to Outlearn means that documentation stops waiting to be searched and starts answering the next customer who asks, automatically.

Every article in Zendesk Guide got there because an agent answered the same question enough times to turn it into a documented solution - organised into sections and categories, tagged, versioned, sometimes translated into multiple languages. That structure is built for a help center customers browse on their own. But most customers do not browse - they open a ticket instead, even when the article already exists two clicks away. So the same questions keep resurfacing in the queue, and an agent ends up doing the same work twice: once to write the article, and again to paste its answer into a ticket. Connect Zendesk Guide to Outlearn and your agent pulls from those articles directly, answering the question before a ticket needs to exist. The help center stops being a reference agents dig through and starts being something that works on its own.

In this article, you'll learn:

• What happens when you connect Zendesk Guide
• How to connect your Zendesk Guide account
• How to manage the connection after it's set up

What Gets Connected

When you connect Zendesk Guide, Outlearn syncs your help center articles and uses them as a source of answers for your agent. Your content stays exactly where it is - Outlearn reads it, it never modifies or moves it.

How to Connect Zendesk Guide

1. Go to the Sources tab.
2. Click + Add Knowledge.
3. In the Add Knowledge Sources modal, click Knowledge Base in the left panel.
4. Select Zendesk Guide.
5. Log in to your Zendesk account when prompted and authorize Outlearn to access your content.
6. Follow the on-screen steps to select which content to sync and set accessibility.

After Connecting

Once connected, Zendesk Guide will appear in your Sources list. Outlearn will keep it in sync automatically as your content changes.

From the Sources list you can:

• Change accessibility using the dropdown next to the source.
• Toggle it on or off using the In Use toggle.
• Resync manually using the three-dot menu if you want to force an immediate update.
• Delete the connection using the three-dot menu if you no longer need it.

Best Practices

• After connecting, check the Content Gaps section in Analytics after a few days to see what questions your agent still can't answer from your Zendesk Guide content.
• Toggle the source off temporarily if you're doing a large restructure of your help center - this prevents your agent from serving outdated answers while you work.
• Run a manual resync after publishing a major batch of updates to make sure your agent picks them up immediately.