Zendesk articles not updating

I wouldn't expect merged projects to work with somethng like Zendesk simply because the construction is far more complex than those systems are designed for - according to the links, they don't even cope with more than 3 levels of 'toc'. And the linking between projects then gets in to relative file paths, not to mention I know there is javascript involved to bring the whole merge together, so that likely wouldn't be supported either.

But to get a definitive answer on merged projects and thirdparty knowledge bases, you'd need to contact support for an official answer.

See the following page for support contact options:
https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp

I'm not sure merged projects would be the issue as generating an output is a separate process from publishing. But then, I've never used merged project outputs from RoboHelp.

Thank you all. I'll have to try these suggestions. So far, I'm testing with a much much smaller project as opposed to a copy of my real projects. I'm also working with a merged RH project, which may be an enormous issue because it seems as though cross project linking does not work when published to Zendesk. I'm going off topic, I know.

@TechWriter1025 - I'm referring to RoboHelp. The topic properties has a Status dropdown. But I've found that this has no impact on whether the topic publishes or not. While I'm not sure exactly what I did to resolve the issue, here's something to try:

1. With a blank TOC file open, click the Insert Section icon along the top toolbar and name the section the exact name of your Zendesk page where your publishing to. For example, I'm working on a cloud-based application and have a Cloud Platform page for the Admin Guide, User Guide, and various documents for the support team. It's that simple and you don't have to connect the section to anything.
2. Add a subsection with the title of your publication, such as Product User Guide.
3. For the third level, I added the TOC with all my topics that I titled Contents. So it's a TOC within a TOC. This allows me to maintain one TOC for all my various outputs, e.g., Zendesk, Word (for drafts), etc. I can then add front matter for each type of publication as needed, e.g., home page for web, cover sheet for print, etc. I should add that this TOC is all one level with no subtopics as this is how it appears in Zendesk.

One thing I did find is that my updates were actually going to a generic page in Zendesk titled, "others". If you have permissions, go to Guide admin > Arrange content > Arrange articles. I hope this helps.

Make sure you follow the toc structure recommended here:

https://helpx.adobe.com/robohelp/user-guide.html/robohelp/using/publish-zendesk.ug.html#configure_toc

Or see this article (not for Robohelp) which I think explains the structure required for Zendesk more clearly. Specifically the Create a TOC section.

https://www.madcapsoftware.com/blog/a-step-by-step-guide-how-to-publish-madcap-flare-content-directly-to-zendesk/

This article also indicates (in the Additional Considerations section) that you can't publish a topic to multiple categories, which might also play in to some of the problems being seen.

Additionally, there might be a rate limit on uploading to Zendesk. Which might explain the fewer errors on subsequent publishing, as each publish results in fewer files needing to be updated each go. You'd have to contact Robohelp support to see if this could be the issue though.

Do note I haven't published to Zendesk, so I'm only theorising about possible issues.

I'm having trouble with this too: 1) not all selected articles carried over 2) all articles are blank--there is nothing in the body. I solved my first problem by taking this thread's suggestion of adjusting the TOC, so now all my articles are on Zendesk, but they're all blank. @Kevin5FC2 when you say you adjusted the article status, was that in RH or Zendesk?

This is a new feature so not many forum supporters with experience of this. I can only suggest you try Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your support contact options.

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