Mac Robohelp to Zendesk, no option for Zendesk appears

New Here ,
Jun 22, 2022 Jun 22, 2022

Copy link to clipboard

Copied

I have a project finished and I need to export it to Zendeck. I've setup Zendesk as a Publisher Profile, but the Zendesk options to no appear in the output panel. There is no way to send the file to them. I've been on Adobe tech support but so far they are no help. It seems like such an easy issue: where is the Zendesk options that match the Adobe Robohelp online help pages?

Views

124

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Adobe Community Professional , Jun 25, 2022 Jun 25, 2022
Have you created a Knowledge Base preset? When you click Done go to the Zendesk group. Are you not seeing your profile in the dropdown. ________________________________________________________ My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Likes

Translate

Translate
Adobe Community Professional ,
Jun 22, 2022 Jun 22, 2022

Copy link to clipboard

Copied

If you used the general chat box on the main site, try the dedicated technical communication suite people using the email address on this page:
https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp

 

You could also check the About Robohelp sample project to see what information that provides on setting up zendesk output (should be in your Documents\My Robohelp Projects folder, but if not, it will be in the robohelp installation directory - copy it to the documents folder as it won't run from the installation folder). 

 

Also see if there's anything on Peter's excellent site www.grainge.org.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Jun 23, 2022 Jun 23, 2022

Copy link to clipboard

Copied

Go to the Output tab and click the + icon. Select Knowledge Base and in that select ZenDesk as the target. 

________________________________________________________

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

 

 

New Users: Default forum names can be changed in your Account Settings.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 24, 2022 Jun 24, 2022

Copy link to clipboard

Copied

Thanks, I have spent many hours on this, so I've been several times. The issue is, once I define the Zendesk Publish Profile, it never becomes selectable in RoboHelp. The data is there, it's on the Profile list, but I cannot assign any output to that Profile. The error message in RoboHelp is immediate and says: "No publish profile is selected. Try again after selecting one." But there's no place to select it.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Jun 25, 2022 Jun 25, 2022

Copy link to clipboard

Copied

Have you created a Knowledge Base preset?

 

image.png

 

When you click Done go to the Zendesk group. Are you not seeing your profile in the dropdown.

 

image.png

________________________________________________________

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

 

New Users: Default forum names can be changed in your Account Settings.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 27, 2022 Jun 27, 2022

Copy link to clipboard

Copied

This worked! The issue is that the RoboHelp documentation does not say to pick Knowledge Base as the Preset. Once I did, the Zendesk menu item in the stacked row showed up. Thank you!!!

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Jun 27, 2022 Jun 27, 2022

Copy link to clipboard

Copied

I suspect you looked at the topic for publishing. That is a step on from generating the output as covered here.

 

Generate a Knowledge Base output in RoboHelp (adobe.com)

________________________________________________________

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

 

New Users: Default forum names can be changed in your Account Settings.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 28, 2022 Jun 28, 2022

Copy link to clipboard

Copied

Hi Peter,

Right at the start of the "Configure a Zendesk output preset" of the Publish to Zendesk Help Center it says:

You can use the following settings to configure the Content Only output preset:

But that doesn't work and cost me days, the correct answer, which you gave me, is: Knowledge Base.

That now populates the Zendesk area in RoboHelp, but not I fail with the message that I need to assign a "Visible to" and "Managed by" menu item, which are both empty. I can't for the life of me figure out how to get those to populate. I feel so close, but I'm on day 7 of trying to get this link made. Any help is much appreciated.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Jun 28, 2022 Jun 28, 2022

Copy link to clipboard

Copied

Those values should be pulled in from Zendesk, so you should check in Zendesk for the configuration. The Robohelp help points to this topic for prerequisites for setting up zendesk: https://support.zendesk.com/hc/en-us/articles/4408846795674

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 29, 2022 Jun 29, 2022

Copy link to clipboard

Copied

Yes, I've read this and other articles on Zendesk, have spoken to their tech support, and can't find an answer. This is a case of it dropping between the cracks. That said, it is in Robohelp's best interest to make sure they work with Zendesk, and right now they don't, or at least I can't figure it out. If you know a consultant who could help me, I'm happy to pay to get past this. Thanks, Eric

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jun 29, 2022 Jun 29, 2022

Copy link to clipboard

Copied

LATEST

Hi Eric, 

Once you have selected Zendesk profile from publish profile dropdown, you can try clicking the refresh button placed adjacent  to the 'Visible to' and 'Managed by' dropdowns. This will load the data from your Zendesk account. 

Please let us know if this works or else we can get on a call to resolve this. 

 

Thanks and Regards,

Pankhuri Saxena

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Resources
RoboHelp Documentation
Download Adobe RoboHelp