Connecting to your Zendesk Help Center and Authorizing

When you first start Help Center Manager, you are prompted to connect to your Zendesk Help Center and authorize the connection. This sets up the permissions to your Zendesk Help Center that provide the core functionality of Help Center Manager.

Help Center Manager reads and stores all the articles fields that are made available by Zendesk through their API. These are the fields such as article title and body, author name, dates and times, UR, language, section, category, labels and votes. To enable features in Help Center Manager such Edit on an article, Change Link URL, Find and Replace and Duplicate articles, this also needs write permission to your Zendesk Help Center.

Authorization to Read Tickets

When connecting your Zendesk Help Center, authorization to Read Tickets is optional and can be enabled when you initially connect. This can also be enabled at a later time using the Reauthorize function.

When Read Tickets is enabled, Help Center Manager reads and stores a small number of standard, non-sensitive fields for each Zendesk ticket and user. These are the fields such as Ticket Id, User Id and Anonymized User Email Hash which is an anonymized identifier that cannot reveal any Personally identifiable information (PII) about the user. Help Center Manger uses this data to enable integrated Analytics such as comparing ticket volumes with Zendesk Help Center visits (shown in the Self Service Score), and tracking your visitors journey between the Zendesk Help Center and the ticketing platform. 

For details refer to Read Tickets and Self-Service Score and to Analytics Performance Overview.

Connect to Zendesk Support

When you first access Help Center Manager, the Connect to Zendesk Support displays automatically.

1. Enter the URL for your Zendesk Help Center. This will always end in ".zendesk.com".
2. Click Authorize in Zendesk Support.

You are then prompted to Sign in using a Zendesk login and click Sign in. This is the login that is used to authorize the connection.

Loading and Analyzing your Zendesk Guide Articles

When you have connected, Help Center Manager then loads and analyzes the Zendesk articles.
The time taken to load these will depend on the number of articles in your Zendesk Help Center.

Once the data has loaded, you will see it in the Articles, Links and Media pages.

Reauthorizing Help Center Manager

Once Help Center Manager has been Authorized, there may be times that you need to Reauthorize.

• Reauthorizing Help Center Manager allows you to fix any access issues to the Zendesk API. For example, if you are not seeing the information in Help Center Manager that you expect.
• You need to Reauthorize if the user who initially made the connection has been revoked in Zendesk, or if the permissions for that user have been removed.
• Reauthorizing Help Center Manager also allows you to enable or disable the optional function Read Tickets (refer above to Authorization to Read Tickets).

To Reauthorize Help Center Manager:

1. In the top right menu, click the Profile button.
   

   

2. Select Helpdesk Authorization.
   The Connect to Zendesk Support displays and shows that you are connected.
   

3. Click Reauthorize.
   
4. The Connect to Zendesk Support displays.
   
5. Enter the URL of your Zendesk company. This will always end in ".zendesk.com"
6. If required, you can enable Read Tickets (refer above to Authorization to Read Tickets).
   
7. Click Authorize in Zendesk Support.
8. You are prompted to Sign in as above.
   
   When reauthorizing, you can sign in as a different user to the user who initially did the authorization, as long as this user has permission to read both the Zendesk Help Center and the ticketing data.
9. When Read Tickets is selected, the Help Center apps also need the permission to read the tickets and user data and the following screen displays.
10. Click Allow. Help Center Manager updates and reloads.
    

Disconnecting the Help Center Apps from Zendesk Support

If you want to stop using Help Center Manager, you would Disconnect.

Disconnecting does not affect any data in your Zendesk Help Center or Helpdesk. 

1. Select Helpdesk Authorization.
   The  Connect to Zendesk Support displays.
2. Click Disconnect and remove all my data.