Issue Publishing to Zendesk Using Robohelp 2020

[SNB123]

Hello, 

I'm having issues getting my Robohelp 2020 project to publish to Zendesk. My publish profile has Zendesk Help Center as the Server Type. I can see the appropriate selections when I use the dropdown for  "Visible TO" and "Managed By" (So the user name and connection to Zendesk is correct)  I have my articles selected that I want to publish but, I continue to get this:

What am I missing? 

[Jeff_Coatsworth]

If you skip trying to publish to Zendesk, does the output generate fine? Has this ever worked before or is this the first time trying it?

[SNB123]

@Jeff_Coatsworth  Sorry, what do you mean skip trying to publish to Zendesk? 
Our company has successfully published using Responsive HTML5 for years. We are trying to move all our stuff to Zendesk. 

My coworker (who know longer works for the company) tried this a few years ago and was able to so, I tried to follow what was applicable from her notes. I've never done it, Im starting from scratch. 

[Jeff_Coatsworth]

Just trying to determine if it's something wrong in your project or in the Zendesk connection. Sounds like the project generates ok, so maybe it's something to do with how it integrates with Zendesk. Have you checked Peter's site for any "gotchas"? See his page on KB outputs - https://www.grainge.org/pages/authoring/rh_tour/rh2020/outputs/outputs_knowledge_base.htm

[SNB123]

@Jeff_Coatsworth within Publish Profiles, I selected Zendesk Help Center as the Server Type. There is a Salesforce KnowledgeBase, ServiceNow Knowledgebase, and Zoho Knowledgebase... Im assuming stick with the Zendesk Help Center as thats the ultimate goal?  

[Jeff_Coatsworth]

Yes - have a look at this help too - https://helpx.adobe.com/ca/robohelp/using/publish-zendesk.html

[SNB123]

I was able to get some articles to post to Zendesk but Ive noticed that some generate empty. Ive also noticed that not all the selected articles publish. 

Is there a maximum amount to publish in Zendesk at a time? 
Why would they publish empty (the information is in Robohelp) 

*I think its tied to different settings in the TOC but, regardless of what I've altered, these are the issues I continously come across. 

[Jeff_Coatsworth]

I didn't think it was a matter of selecting topics to be published to Zendesk - I thought it was just like any other preset's output - all controlled by the TOC (remember that all topics must exist in the TOC to get generated in the output - that's new with the New UI flavours of RH now).

[Peter Grainge]

See the RoboHelp Tour on my site. The Zendesk output is covered there. 

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[SNB123]

@Peter Grainge I did and I think my TOC is set up correctly. Have you ever encountered the empty articles before?

[Peter Grainge]

It's not something I use and I don't think I have seen it reported. Replying off a phone so difficult to help more. 

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Jeff_Coatsworth]

Not a lot of people publishing to Zendesk, so I'd contact the RH folks to discuss what's going on with those topics - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

[Amebr]

If you think it's related to the TOC setup, perhaps post an example of how you have it set up. If it is the setup, maybe we'll see something from a screenshot and explanation.

[SNB123]

So here are a few examples of the setups I have in our project. A little backstory, we had 32 separate projects that I combined into one project. Rather than one TOC (which I noticed didnt work) I tried to create a separate TOC for each project. There are a bunch of articles in each section, so Ive tried to publish all (didnt work) and then I tried selecting a few. Some have published to Zendesk while some have published empty. 

*Ive included images of our TOC, articles in the TOC, and the Zendesk output. 

[SNB123]

Has anyone seen this? 

[Amebr]

What are the categories and sections in your zendesk help centre? I believe you need to match those in your toc.

https://helpx.adobe.com/au/robohelp/using/publish-zendesk.html#configure_toc

[SNB123]

Yes our category and section were specified and our TOC was based off the section. (I.E. Accounting TOC for Accounting section in Zendesk. )

[Amebr]

You have 3 different TOC files, and the one you posted a screenshot of doesn't include any sections, only topics.

Try adding two sections to the Barcode TOC matching your Zendesk category (I don't know what this is) and section (Barcode) and nesting your topics under that.

[SNB123]

@Amebr We've tried that with the TOC and it still doesnt work correctly. We also tried with the sample information from Adobe, set up as explained, and it is still not publishing correctly. 

We've noticed that when publishing a maximum of 10 articles are published to Zendesk. Why is a maximum of 10? When publishing more than 10, only 10 are displayed.

*Note that when I say published to Zendesk, this means articles published with information as well as articles that are empty.

[Amebr]

You'll have to contact Adobe support for those answers. See the information Jeff posted earlier in the thread for specific contacts for Robohelp.