Bugs Publishing to Zendesk - Flare 2019

This forum is for all Flare issues not related to any of the other categories.

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!
yaakovsimon
Jr. Propeller Head
 
Posts: 2
Joined: Tue Apr 23, 2019 1:45 am

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
ChoccieMuffin
Senior Propellus Maximus
 
Posts: 2293
Joined: Wed Apr 14, 2010 8:01 am
Location: Surrey, UK

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.
Chris B
Propeller Head
 
Posts: 31
Joined: Mon Mar 03, 2014 8:29 am
Location: Montreal, QC

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?
Chris B
Propeller Head
 
Posts: 31
Joined: Mon Mar 03, 2014 8:29 am
Location: Montreal, QC

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!
yaakovsimon
Jr. Propeller Head
 
Posts: 2
Joined: Tue Apr 23, 2019 1:45 am

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:
j9lehr
Jr. Propeller Head
 
Posts: 1
Joined: Thu Jul 11, 2019 10:08 am

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.
Chris B
Propeller Head
 
Posts: 31
Joined: Mon Mar 03, 2014 8:29 am
Location: Montreal, QC

Re: Bugs Publishing to Zendesk - Flare 2019

Postby Aviya Z on Tue Apr 28, 2020 4:21 am

Chris B advised not to delete Categories and Sections from Zendesk. Unfortunately too late for me.

Now Categories and Sections are created, but articles are not published.

Any advice on what to do next would be gratefully received.
Aviya Z
Jr. Propeller Head
 
Posts: 2
Joined: Tue Apr 28, 2020 3:10 am

Re: Bugs Publishing to Zendesk - Flare 2019

Postby Chris B on Tue Apr 28, 2020 10:51 am

@Aviya Z If you have the latest version of Flare and the Zendesk Connector your experience should be much more pleasant these days. If you have all the categories and sections already created you should just be able to publish again and all of the articles should publish. Do any of your articles publish? Are they publishing to a different category or section than expected? Check the default category and section as your articles may end up there if Flare can't find the category or section in Zendesk that matches.
Chris B
Propeller Head
 
Posts: 31
Joined: Mon Mar 03, 2014 8:29 am
Location: Montreal, QC

Re: Bugs Publishing to Zendesk - Flare 2019

Postby Aviya Z on Sun May 10, 2020 2:38 am

@Chris B Thanks. It’s somewhat more pleasant, but not working as I would expect. Some articles publish and my first port of call when they don’t appear where I expect is the default category and section.

My main problem now is that when I publish a new category, the articles in the previously added category automatically archive, but the category and sections remain. I am using different TOCs for each category and the same Target.

I don’t even know where to begin to troubleshoot this. Should I have one Flare TOC for all categories in Zendesk? There is no overlap of articles between the TOCs/categories that I am publishing.
Aviya Z
Jr. Propeller Head
 
Posts: 2
Joined: Tue Apr 28, 2020 3:10 am

Re: Bugs Publishing to Zendesk - Flare 2019

Postby Chris B on Sun May 10, 2020 8:38 am

@aviya z if you are using multiple TOCs to publish to zendesk then you’ll also want to have multiple publishing destinations, one for each TOC, otherwise you’ll end up losing content. There is also an option in the publishing destination to remove outdated published files. I would make sure that is disabled.

Does that help any?
Chris B
Propeller Head
 
Posts: 31
Joined: Mon Mar 03, 2014 8:29 am
Location: Montreal, QC


Return to Flare's General Discussion

Who is online

Users browsing this forum: Google [Bot] and 6 guests