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Help center articles ​

If your team publishes help articles in Help Scout Docs, Zendesk Help Center or Intercom Help Center, Overdesk reads them straight from your help desk and adds them to the knowledge base, so drafts can cite them. Only published articles are read. An article still in draft, or one you have unpublished, never is.

Help Scout Docs ​

Help Scout Docs has its own key, separate from the App ID and App Secret you connected Help Scout with.

  1. Open Integrations and choose Help Scout.
  2. In the Help docs row, select Add Docs API key.
  3. In Help Scout, open your profile, then Security and Access, and copy the key from the Docs API section.
  4. Paste it into Docs API key and select Save and sync.

Overdesk starts a sync straight away, and your articles appear on the Knowledge base page shortly after. You can also paste the key into Docs API key (optional) when you first connect Help Scout. Only admins see the Help docs row.

If Help Scout rejects the key later, the Help desk docs card on the Knowledge base page says so and sends you to Integrations to update it.

Zendesk Help Center ​

There is nothing extra to set up. Overdesk reads your Help Center with the Zendesk connection you already made. Your account needs an active Help Center (Zendesk Guide): if it has none, the Help desk docs card says so, and articles start syncing on their own once you turn one on.

Intercom Help Center ​

Nothing extra here either. Overdesk uses the access token of your Intercom connection. If the Intercom app behind that token isn't allowed to read articles, the Help desk docs card tells you. Check the app's permissions in Intercom, then reconnect Intercom in Overdesk.

FreeScout ​

FreeScout has no help center that Overdesk can read. Add your documentation as a documentation site instead.

How articles stay in step ​

Help center articles sync every night. New and edited articles come in, and an article you delete or unpublish leaves the knowledge base on the next sync. To sync straight away, an admin selects Sync now on the Help desk docs card.

On the Knowledge base page these articles count under Docs, and in a draft's sources they appear as Help article.

A docs address is still required ​

Drafting checks for a documentation site address in Settings → Knowledge base, and help center articles don't take its place. If your help center is where your documentation lives, enter its public address there. See Documentation sites.