Zendesk articles not updating

I will be interested to see what Support come back with.

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With Zendesk, you have the option to specify placement of the output defined up to two levels (i.e. a top-level category and a second-level section). After that, articles can then be moved anywhere (article links remain in tact), so if Zendesk is using RoboHelp's TOC, I'm not sure why.

Now that it has been established that the Zendesk output is the issue, I wonder if that output is the same as Salesforce and Zendesk. See Do not have a concept of levels so any structure in the TOC will be ignored and the topics will be presented as a straight list.

That should not cause the problem you are seeing though. 

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@Peter Grainge I tested responsive output as you suggested and everything works fine with that output. I've contacted Adobe and they're testing the issue. Hopefully this gets resolved.

@Kevin5FC2 Some of my projects were corrected once I used a simplified TOC as you've done, so that seems to be the way to go.

As a side note, I'm very happy the Adobe community responds so quickly with such great advice!

Here is how I have my TOCs set up, with Compass_Travel containing all topics on a single level.

This is when you generate to Zendesk only or also when you generate frameless or responsive?

I can't publish to Zendesk but if it also happens with other outputs I can take a look at the project if you will share it. If you can, then see the Contact page on my site and send the project as instructed there. Do make sure you include a link to this thread and please do not email the project direct.

If that doesn't help, then I can only suggest Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your support contact options.

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@Peter Grainge while my actual project is a merged project, my example is an unmerged brand new test project, so there shouldn't be any issues with old data gumming up the works. That test project is what my last post is referring to. It doesn't seem right that, for example, my topic called "Project A - Topic 3" with a file name of "Project_A_-_Topic_3.htm" gets generated with a file that includes "<topic title="Project A - Topic 3" url=Project_A_-_Topic_4.htm"/>. Perhaps I should enter a work ticket. Thanks for letting me talk this out.

You have unmerged some projects so the first hurdle is getting each one squeaky clean.

You said something about unmerging using the FPJ files, not a method I am familiar with. It is sounding to me as if things are not as clean as they need to be for RoboHelp, never mind Zendesk.

Are the projects showing anything in Reports > Broken Links and if you generate a RoboHelp output are the links going to where they should. I doubt RoboHelp would mess up links when generating to Zendesk so my thinking is the issue is earlier in the process.

Beyond that, I am still not entirely clear but it's been a long day and it's mid-evening hear so I will look again when you come back on the above. 

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Thank you for replying @Peter Grainge . So when I generate my project, there are (as I discovered today) two files that list all the files in the output: the .htm file with the same title as the project, and the file ending in "_prj.xml". These are highlighted here for my test project: 

The Project_A_prj.xml is the easiest to see, so I'll use that for this example. When opened, you can see that the topic is associated with the wrong URL; they are jumbled. I used different colors to match the topic title with the correct URL (I ran out of colors so the unhighlited ones go together as well):  The other file I mentioned with this information (Project_A.htm) contains the same (mis)information. I'm wondering A) if either the Project_A.htm or Project_A_prj.xml file is used for pushing to Zendesk (or any content only output), B) if this URL mixup is indeed a bug, and C) if that bug may be the cause of getting blank/empty articles when they're put in Zendesk. I understand that the answer to C is more of a Zendesk issue. Does this clarify my problem a little better?

@TechWriter1025 Please use the photo icon to insert images within the post. Seeing an image inline with the text makes it easier for anyone answering or viewing the post.

Are you saying that one link is to a topic in another project? I have added your images inline but I'm still not clear about the issue. Perhaps if you tell us which link and where the target is, we can get somewhere.

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