Data
Last updated September 18, 2026
Overview
The Data Sources configuration section allows administrators to manage the information used by the Zeus AI engine to answer customer questions.
Zeus requires source data to build its knowledge base. Once a data source is connected, its content is processed and added to a knowledge graph, which Zeus uses to provide accurate and context-aware responses.
You can connect different types of sources, including: Tickets, Help Center articles, Files, and Websites. Administrators can also monitor synchronization status and control how each source is synchronized.
Key features
- Multi-Source Support: Connect different types of content to provide Zeus with the information it needs to answer customer questions:
- Help Center: Uses published Help Center articles as a source of knowledge.
- Tickets: Uses previously answered customer tickets to learn from past resolutions. Personally Identifiable Information and customer- or account-specific information are removed before the data is used.
- Files: Uses uploaded documents as a source of knowledge.
- Websites: Crawls external websites and uses their content as a knowledge source.
- Knowledge Snippet: When a data source is processed, it is added to the Zeus knowledge snippets. Zeus uses this knowledge to generate answers based on the information available in the connected sources.
- Synchronization Management: Administrators can monitor and control synchronization for each data source. You can:
- View the current synchronization status.
- Check when a source was last synchronized.
- Manually re-sync a source.
- Disable synchronization.
- Enable synchronization for a disabled source.
- Permanently delete a data source.
- Website Crawling: Website sources are automatically re-crawled every 24 hours to keep the knowledge base up to date. The crawler can follow links up to 10 levels deep from the initial URL.
How to add a data source
- Navigate to "Data sources" and click "+ Add Source".
- Select the source "Type" you want to configure: "Help Center", "Tickets", "Files" or "Websites".
- Enter the required information for the selected source.
- (Optional) Enable the "Private source" toggle if you want Zeus AI to access and use the source to generate answers without citing or mentioning it to end customers. (Citations will remain visible to administrators).
- Click "Add Source" to confirm. Once the data source is added, a status is assigned depending on its current state.
Important: •For Tickets, select a start date. All tickets created from that date through the current date will be included as a data source. •For Files, upload supported documents. The accepted file types are: Plain text files (.txt), PDF files (.pdf) and Microsoft Word documents (.docx) •For Websites, enter the websites URL. •For Help center, only published articles are included.
Data source status
The data sources status provides visibility into the current state of each data source, including:
- "Active": The source is enabled and available to Zeus AI.
- "In Progress": The source is currently being processed or synchronized.
- "Pending": The data source has been added or a synchronization has been initiated, but processing has not started yet.
- "Requested": A synchronization or connection request has been queued for processing.
- "Disabled": Synchronization has been manually paused.
- "Failed": The most recent synchronization attempt was unsuccessful.
How to manage your data sources
- Navigate to"Data sources" and click the ellipsis icon next to any data source row to perform the following actions:
- "Re-sync": Manually pull the latest content from the data source. Available when the sync status is "Active", "Pending" or "Failed".
- "Disable sync": Pause automatic knowledge updates while keeping the data source configuration. Available when the status is "Active", "Requested","Failed" or "Pending".
- "Enable sync": Resume scheduled updates for a disabled data source. Available when the status is "Disabled".
- "Delete item": Permanently remove the data source from the assistant's knowledge base.
Important: "Tickets" and "Help Center" data sources cannot be deleted through this option.
FAQs & Troubleshooting
What are data sources?
Data sources are the information sources connected to Zeus AI. Their content is processed and added to Zeus AI's knowledge base, which Zeus AI uses to provide accurate and context-aware answers to customers.
What types of data sources can I connect?
Zeus AI supports four types of data sources:
- "Help Center"
- "Tickets"
- "Files"
- "Websites"
How do I add my Help Center articles or tickets as a data source?
Go to "Data sources", click "+ Add Source", select "Help Center", "Tickets", "Files" or "Websites"and provide the required information.
Which Help Center articles are included as a data source for Zeus AI?
Only published Help Center articles are included as a source of knowledge for Zeus AI.
Are draft articles included?
No. Draft articles are not included in the Zeus AI knowledge base.
Are unpublished articles included?
No. Only published Help Center articles are synchronized and used by Zeus AI.
Why isn't my Help Center article used by Zeus AI?
First, make sure your Help Center has been added as a data source. Then verify that the article is published. Draft and unpublished articles are intentionally excluded.
Why can't Zeus AI answer questions using an article I just created?
If the article is still a draft or unpublished, it will not be included. Publish the article first, then allow the Help Center source to synchronize or manually select "Re-sync" when available.
Why aren't any of my Help Center articles available to Zeus AI?
Make sure that your Help Center has been added as a data source. Zeus AI does not automatically use your Help Center unless it has been connected as a source.
What information from tickets is used by Zeus AI?
Zeus AI uses previously answered customer tickets to learn from past resolutions and provide knowledge based on those experiences.
Is customer-specific information used from tickets?
No. Personally Identifiable Information (PII) and customer- or account-specific information are removed before ticket data is used as knowledge.
How do I filter which tickets are used?
When adding tickets as a data source, you will be prompted to select a start date. All tickets created from that date through the current date will be included as s source.
What is a private source?
A "Private source" is a setting that allows Zeus AI to access and use a data source's content without citing or mentioning it to customers. If used in a response, it will only appear as a citation for administrators.
How do I know if my data source is synchronized?
Check the source's status in "Data sources". The status shows the current state of the source.
What do the data source statuses mean?
- "Active": The source is enabled and available to Zeus AI.
- "In Progress": The source is currently being processed or synchronized.
- "Pending": The data source has been added or a synchronization has been initiated, but processing has not started yet.
- "Requested": A synchronization or connection request has been queued for processing.
- "Disabled": Synchronization has been manually paused for the data source.
- "Failed": The most recent synchronization attempt was unsuccessful.
Can I manually synchronize a data source?
Yes. Select the ellipsis icon next to the data source and choose "Re-sync".
Why can't I see the Re-sync option?
"Re-sync" is only available when the source status is "Active", "Pending" or "Failed".
Can I pause synchronization?
Yes. Select "Disable sync" from the ellipsis icon. This pauses automatic knowledge updates while keeping the data source configuration.
When can I disable synchronization?
"Disable sync" is available when the source status is "Active", "Requested","Failed" or "Pending".
Can I enable synchronization again after disabling it?
Yes. When a source has a "Disabled" status, select "Enable sync" to resume scheduled updates.
What happens when I delete a data source?
Deleting a data source permanently removes it from Zeus AI's knowledge base.
My Help Center articles aren't showing up in Zeus AI responses
Check the following:
- Confirm that your Help Center has been added as a data source.
- Confirm that the articles are published.
- Check the Help Center source's synchronization status.
- If the source is "Active", try "Re-sync" if the article was recently published.
Important: Draft and unpublished articles are not included by design. Only published Help Center articles are used as a Zeus AI knowledge source.
My article is published, but Zeus AI still doesn't use if
Confirm that:
- The Help Center is connected as a data source.
- The article is actually published, rather than saved as a draft or unpublished.
- The Help Center source is not "Disabled".
- The source has completed synchronization.
Important: If the source is "Active" but the recently published article is not available, use "Re-sync" to manually pull the latest content.
I don't see the information I expect Zeus AI to use
First, verify that the information exists in a connected data source and that the source has been successfully synchronized. For Help Center content specifically, make sure the article is published. Draft and unpublished articles are not included in Zeus AI's knowledge base.