FAQs

How can I search for an Exact Match on my text?

Click the Search Settings button next to the Search box and select Match Exact Phrase. Refer to Searching for Articles, Links and Media.

How can I search for text in a specific case?

Click the Search Settings button next to the Search box and select Match Case. Refer to Searching for Articles, Links and Media.

Why are some Articles, Links or Media not showing when I search or apply a filter?

You may need to request a Hard Sync of the data. Refer to Hard Sync in Syncing the Zendesk Data to Help Center Manager.

Why am I getting some false positives or some Links or Media showing as not Valid when they are correct?

If you are seeing Links or Media that show as Valid when they are broken, or showing as not Valid when they are correct, run a Hard Sync to update the data and then check again. Refer to Syncing the Zendesk Data to Help Center Manager.

When using Edit Link Text in the Links page, why has the formatting on the link in the article changed?

If you have applied formatting to a link (such as bold and/or italic) and the code for this is inside the anchor element in the HTML, this may have been removed when using the Edit Link Text function. You can reapply the formatting to the link. To prevent this happening:

• Ensure the style is applied to the code outside the anchor element.
  Or
• Instead of applying styles directly to the text in Zendesk Help Center, modify your CSS file and use this to apply any styles to any anchor elements.

Why am I getting an error "There was an error updating your articles" when I do a Sync or Hard Sync?

It is likely that the user who authorized Help Center Manager with Zendesk was revoked as a Zendesk user, or the permissions for that user have been removed.

You need to Reauthorize Help Center Manager. Refer to Reauthorizing Help Center Manager in Connecting to your Zendesk Help Center and Authorizing.

Why is Help Center Manager not working?

If Help Center Manager is not working, it is likely you need to reauthorize the connection. This would be the case if there are access issues to the Zendesk API, or if the user who authorized Help Center Manager with Zendesk was revoked as a Zendesk user, or the permissions for that user have been removed.

You need to Reauthorize Help Center Manager. Refer to  Reauthorizing Help Center Manager in Connecting to your Zendesk Help Center and Authorizing.

If I run the Reauthorization in Help Center Manager to reauthorize the connection to Zendesk, does this affect Help Center Analytics?

Reauthorizing Help Center Manager does not affect any of the Analytics data. Only the articles, links and media are reloaded.

In Find and Replace, when using Replace Step by Step, why do I get the message Could not find the specified string?

This message displays if the search text is only found in the article Title. This is a limitation of the Editor used in the Replace Step by Step function and the text in the article Title cannot be changed with this method.

Click OK on the message and cancel out of the Find and Replace.

You can make the replacement using the Replace All function in Find and Replace, or use the article Edit to change the Title (refer to Making a Change to the Title in Editing an Article in Help Center Manager).

Do I need to set up Analytics in order to record the Yes/No Votes?

These are the votes when a reader clicks Yes or No in the "Was this article helpful?" section at the bottom of articles. The votes are loaded from Zendesk using their API so they are recorded separately to the Analytics information. There is no need to set up Analytics in order to see the number of votes for an article. If you want to see any additional information on the votes, you need to set up Analytics.