Bugs Publishing to Zendesk - Flare 2019

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Bugs Publishing to Zendesk - Flare 2019

Postby yaakovsimon on Tue Apr 23, 2019 4:22 am

New Flare user, and I'm working on a PoC using the new Flare Zendesk module.

The problem that I have is when I update a topic in Flare and then re-publish it to Zendesk - instead of updating the Zendesk article, a new article in Zendesk is created. This creates lots of manual cleanup in Zendesk and breaks existing links.

Anyone successfully tested this functionality? Desperately looking for help and solutions!

Thanks!
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Re: Bugs Publishing to Zendesk - Flare 2019

Postby ChoccieMuffin on Wed Apr 24, 2019 7:56 am

Welcome to Flare, and welcome to the forums.

If you're a new user you probably have some access to Tech Support, so if you don't get any useful responses on here (which you might not as it's a recent addition) I suggest you contact MadCap to see what they say.
Started as a newbie with Flare 6.1, now using Flare 2019r1.
Report bugs at http://www.madcapsoftware.com/bugs/submit.aspx.
Request features at https://www.madcapsoftware.com/feedback ... quest.aspx
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Re: Bugs Publishing to Zendesk - Flare 2019

Postby Chris B on Thu May 02, 2019 7:37 am

I was having the same problem. I determined that the "Require Sign in" option under Guide Admin Settings must be disabled, i.e. the public must be able to access the help guide at least while you are publishing content. Once you are finished publishing you can enable the feature again. This stopped the duplication for me in that particular situation.

Hope this resolves the problem for you.
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Re: Bugs Publishing to Zendesk - Flare 2019

Postby Chris B on Thu May 02, 2019 11:20 am

I've had another duplicating post issue crop up with the Zendesk connector but I haven't quite sorted out where/what is causing the problem.

In my situation I have two Zendesk sites: one for production, and one sandbox site for testing. I have one project with one target and two destinations. I can build my target and publish it to the sandbox site, and I can do that repeatedly. Then I build my same target and publish to the production site and can do that repeatedly. Then I build my target and publish to the sandbox site and everything will be duplicated.

So the "article mapping" that is manged by the Zendesk connector must only be able to support connecting to one help center. Am I running into problems because I am using the same target and just changing destinations or can the zendesk connector only connect to one help center per computer?
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Re: Bugs Publishing to Zendesk - Flare 2019

Postby yaakovsimon on Sun May 26, 2019 10:35 pm

Chris - Thanks for the heads-up!

I am getting ready to switch from publishing to the Sandbox, to now publishing to production - good to know that I should focus on only a single Destination.

What is your workflow for publishing to different Sections in the Zendesk Help Center?

As far as I can tell - I need to do a separate Flare publish for each section. Do you know of a better way?

Thanks!
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Re: Bugs Publishing to Zendesk - Flare 2019

Postby j9lehr on Wed Oct 02, 2019 8:41 am

I'm finding this limitation frustrating, too. Zendesk Connect only supports one section associated with a topic right now. I have two large and complex file sets to import, organize, and move to Zendesk Guide. I really don't want to create one Flare project per section.

I'm going to raise this to our account exec and support and hope for resolution in an upcoming release. In the meantime, I have to make the best of it. :flare: :idea:
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Re: Bugs Publishing to Zendesk - Flare 2019

Postby Chris B on Wed Oct 02, 2019 2:32 pm

OK so i"ve had somewhat better luck with publishing to Zendesk using the Flare connector as of late.

A good thing to know is that the mapping of Zendesk articles to Flare topics is linked to the publishing destination, so don't delete the publishing destination and don't rename it.

Make sure that your TOC is setup properly. It needs to be a top-level book (without any topics), followed by another book (without any topics), and then your topics.

Top level books need to be named exactly the same as your categories in Zendesk
Second level books need to be named exactly the same as your sections in Zendesk


The trick to publishing into more than one section at a time is to have the Categories and Sections in Zendesk match the first and second levels of your TOC. The actual text must be identical between Zendesk and Flare. Meanwhile, the default category and default section are just used as fail safe areas where all topics that don't have a matching section or category will be placed.
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