In this Article
How can I search for an Exact Match on my text?
How can I search for text in a specific case?
Why are some Articles, Links or Media not showing when I search or apply a filter?
Why am I getting some false positives or some Links or Media showing as not Valid when they are correct?
When Editing an Article in Help Center Manager, does Save and Push to Zendesk change the Publication Status of the article?
When using Edit Link Text in the Links page, why has the formatting on the link in the article changed?
Why am I getting an error "There was an error updating your articles" when I do a Quick Sync or a Full Sync?
Why is Help Center Manager not working?
In Find and Replace, when using Replace Step by Step, why do I get the message Could not find the specified string?
What happens after the 14-Day Free Trial?
How many users can we have accessing the Help Center Manager?
Duplicate
Is it possible to Duplicate articles between Help Centers that belong to different Zendesk accounts?
Why am I not seeing the articles that I duplicated?
Translate
Why cannot I not translate an article?
Why does a new language that has been added to my Zendesk not show in the Translate in Help Center Manager?
Why are changes to an article not being synced and not showing in Help Center Manager?
What happens to Content Blocks when I use Translate, Duplicate. Edit Link URL or Edit Link Text?
Why does my .csv file not load correctly for the Translate Glossary?
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 Full Sync of the data. Refer to Running the Full 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 Full Sync to update the data and then check again. Refer to Running the Full Sync in Syncing the Zendesk Data to Help Center Manager.
When Editing an Article in Help Center Manager, does Save and Push to Zendesk change the Publication Status of the article?
When editing an article in Help Center Manager and you click Save and Push to Zendesk, this does not change the publication status of the article. If the article is Published, it will remain as published, or if it is Draft, it will remain as draft. Refer to Editing an Article using the Help Center Manager Editor.
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 Quick Sync or a Full 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.
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 using the Help Center Manager Editor).
What happens after the 14-Day Free Trial?
At the end of your 14-day free trial, if you have not yet subscribed, your account will be disabled. An email is sent to the user who authorized the app one week before the trial expires, when it expires and one week after it has expired. The Help Center Manager app will disconnect automatically 7 days after the trial ends and all data removed. Refer to Subscribing to Help Center Manager, Managing your Billing or Cancelling your Subscription.
How many users can we have accessing the Help Center Manager?
Initially, you are assigned one login to the Help Center Manager. If required, you can then invite additional users by selecting the Invite Users from the Profile button. Refer to Inviting Additional Users to Help Center Manager.
The Invite Users option is only available for users with the Swifteq Role of Owner. The user that is created for you initially by Swifteq will have been set as an Owner. When you invite additional users, you can set any of these additional users as an Owner.
If you have multiple users, they should not use any functions that write to your Zendesk Help Center at the same time. These are the functions that alter articles in your Zendesk Help Center, such as Editing an article, Find and Replace or Duplicate. More than one user can use any read functions and Analytics at the same time without any issues.
You can Invite Users with the Role of View Only which only allows those users to read information in Help Center Manager.
Is it possible to Duplicate articles between Help Centers that belong to different Zendesk accounts?
You can duplicate articles between Help Centers that belong to different Zendesk accounts.
Refer to Duplicating Articles between Help Centers that Belong to Different Zendesk Accounts in Duplicating Articles.
Why am I not seeing the articles that I duplicated?
After using the Duplicate function, if you ran this with Run Quick Sync on destination after duplication unchecked, you need to run the Quick Sync in the Help Center in which the articles were duplicates to in order to see them. Refer to Duplicating Articles and Syncing the Zendesk Data to Help Center Manager.
Why cannot I not translate an article?
If any articles could NOT be translated the most likely cause is that the articles selected already have a translation in the same language. You can run the Bulk Translate on these articles again and checkmark the option Overwrite if a translation already exists option in the Translate dialog to replace the existing translation with a new one. Refer to Translating Articles with Bulk Translate.
Why does a new language that has been added to my Zendesk not show in the Translate in Help Center Manager?
If you have added a new language to Zendesk, and this language is not showing as a selection in the Destination in Bulk Translate or the Translate To when translating an individual article, you need to run a Quick Sync to update it from Zendesk so it is available in Help Center Manager. Refer to Syncing the Zendesk Data to Help Center Manager.
Why are changes to an article not being synced and not showing in Help Center Manager?
If changes to an article are not showing in Help Center Manager after running a Sync, the article may have been saved as "In Progress" and the changes have not been published, or that status of the article set to draft..
Help Center Manager can only read the content of an article that is either "Published" or "Draft". If changes are made to an article and the article state is left as "In Progress" the changes cannot be synced to Help Center Manager. This is a limitation in the Zendesk API because it only returns the "Published" or "Draft" versions of articles, and not any in-between state like "In Progress" so Help Center Manager is not able to read changes that are saved as "In Progress".
What happens to Content Blocks when I use Translate, Duplicate. Edit Link URL or Edit Link Text?
Translating an article with the Translate function, duplicating an article with the Duplicate function or making changes with the Edit Link URL or Edit Link Text in Help Center Manager is not compatible with Content Blocks. This is due to Zendesk's API limitation.
- If you Translate an article that has Content Blocks enabled, this will translate the content of the Content Block and convert it to normal text in the translated article (refer to Translating Articles with Bulk Translate and Translating All or Part of an Individual Article). You need to re-enable the Content Block in the translated article and re-publish that article from Zendesk. The original article will not be changed and it will keep its Content Blocks.
- If you Duplicate an article that has Content Blocks enabled, this will convert the content of the Content Block to normal text in the duplicated article. (refer to Duplicating Articles). You need to re-enable the Content Block in the duplicated article and re-publish that article from Zendesk. The original article will not be changed and it will keep its Content Blocks.
- If you change an article that has Content Blocks enabled with the Edit Link URL or Edit Link Text function, and then click Save and Push to Zendesk, this will convert the content of the Content Block to normal text in that specific article (refer to Checking and Changing Links). You need to re-enable the Content Block and re-publish that article from Zendesk.
Why does my .csv file not load correctly for the Translate Glossary?
If you cannot load your .csv glossary file, check that Excel has added the comma as the delimiter (refer to Using the Translate Glossary and Changing the Translation Prompt). In certain European locations, Excel adds the delimiter as a semi-colon ( ; ) instead of a comma ( , ). You can open the .csv file in a text editor to check what has been used as the delimiter. If needed, you can change the delimiter used in your glossary .csv file with the following online tool
CSV Column Delimiter Changer.