Your Zendesk Help Center data is automatically Synced to Help Center Manager when you first sign up and authorize your connection to Zendesk.
After you initial sign up, whenever changes are made in Zendesk, you need to run the Sync to resync and update these changes in Help Center Manager. You can run the Sync as and when you require.
- There are two types of Sync:
Quick Sync
and
Full Sync
- Both the Quick Sync and Full Sync update Swifteq Help Center Manager with all changed, added or removed articles.
- The Full Sync runs a full sync of all articles, links and media and checks for any links and media that are broken.
- The Full Sync re-indexes all articles for the search by keywords.
- The Quick Sync only checks for any broken links and media for changed or added articles.
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The Quick Sync only re-indexes all articles for the search by keywords for changed or added articles.
- Both the Quick Sync and the Full Sync run the sync for all the data, that is, for the articles, links and media. You can therefore request the Quick Sync or Full Sync from any of these pages and it runs for all of them.
- If you have more than one Help Center connected, a Sync needs be run for each of these by first displaying the relevant Help Center. Refer to Connecting and Selecting Additional Help Centers.
- A Sync does not lose any historical data. It updates the Help Center Manager so the content is the same as that of the Zendesk Help Center.
From the Settings option at the bottom of the left-hand menu, you can enable the Auto-start syncing option so that the Quick Sync is automatically run when any user logins if the Sync has not already been run that day. You can also set a Daily Sync for any of your Help Centers which automatically syncs all the articles from Zendesk every day. This is run automatically every day between 12am and 1am UTC. Refer to Help Center Manager Settings for Syncing, Translation and Auto Translate.
From Settings, you can also set the Sync to run an Auto Translate. This automatically translates articles when a Sync is performed. New articles or articles in the default language where the content has changed since the last Sync from Zendesk are automatically translated, according to the options set for the Auto Translate. Refer to Help Center Manager Settings for Syncing, Translation and Auto Translate.
In this Article
Checking the Last Sync Date and Time
When should I run a Sync?
Running the Quick Sync
Running the Full Sync
Syncing Information to Help Center Analytics
Checking the Last Sync Date and Time
The date and time of the Last Sync displays in the top right menu.
When should I run a Sync?
It is good practice to run a Sync whenever you want to look at the information in Help Center Manager and Analytics to ensure you are looking at the current content. But this may depend on how often your Zendesk Help Center is being updated or what you are looking at in Help Center Manager or Analytics.
- The Quick Sync is fast to run and it is always good practice to run this as often as your Zendesk content is updated and before checking anything in Help Center Manager. Refer below to Running the Quick Sync.
- If any articles have been added in Zendesk, run the Full Sync.
- To check for all links and media, run the Full Sync to update the changes in Help Center Manager, for example, so you can check if there are still any links to the articles that are Draft, Archived or Deleted. Refer below to Running the Full Sync.
- For the information in the Help Center Analytics, the Quick Sync also updates changes made to the Title, Category or Section of the articles, to the most recent Votes on articles and the new Tickets from the Helpdesk. It is therefore good practice to run a Quick Sync before looking at the details in Help Center Analytics. Refer below to Syncing Information to Help Center Analytics.
Running the Quick Sync
- Click the Sync button in the top right menu.
- Select Quick Sync.
While a Sync is running, the following message displays in the Articles page.
The following message displays in the Links or Media page.
While the Sync is running, you can click Cancel Task to cancel. When cancelling a Quick Sync, no data is lost but articles, links or media may be missing or not updated.
Running the Full Sync
The Full Sync function runs a full sync of the articles, links and media. This re-checks all the links and media in all the articles.
If, for example, you are not finding something, or links or media are not showing the correct values for when they are valid or not valid, run the Full Sync to ensure everything is fully up to date.
- Click the Sync button in the top right menu.
- Select Full Sync.
The Full Sync takes longer to run than the Quick Sync and the same message as above displays in the Articles, Links and Media page to show it is running.
While the Full Sync is running, you can click Cancel Task to cancel. If you cancel, not all articles, links or media may be extracted and some data might be missing or outdated.
Syncing Information to Help Center Analytics
Once you have enabled the tracking of articles for the Help Center Analytics, the article activity is refreshed automatically whenever you display the Analytics page. There is no need to run a Sync to update the main details in the Analytics.
However, you need to run a Sync in order to update the following information in Analytics This information can be updated with the Quick Sync and there is no need to run the Full Sync.
- To update any changes made to the Title, Category or Section of the articles.
- To load the most recent Votes (that is, the Votes on articles that were made since the last Sync)
- If Self-Service Score and the loading of Helpdesk Tickets are enabled, to load the new Tickets from the Helpdesk (that is, those created since the last Sync). Refer to Read Tickets and Self-Service Score.
Refer to Setting up Help Center Analytics and the Feedback Form and to Syncing Information to Help Center Analytics.