Connecting and Selecting Additional Help Centers – Swifteq Zendesk Apps

If you have more than one Zendesk Help Center (for example, for more than one brand, or if you have an internal and external Help Center) you can connect each of these to Help Center Manager.

The Zendesk Help Center you are currently accessing displays in the top menu.

Note: The Zendesk Help Center needs to be activated in Zendesk before adding it. See this article on how to activate your Zendesk Help Center. If the Help Center is activated, you can connect it here if even it is private, and therefore not yet available to the public. This allows you to use all the functions of Help Center Manager, and run all the checks, before making the Zendesk Help Center public, or to use Help Center Manager on a Zendesk Help Center that is for internal use only. Help Center Manager uses the Zendesk API to read the data, which is accessed by the Zendesk user selected in the Authorization of the connection.

In this Article
Connecting an Additional Zendesk Help Center
Selecting the Zendesk Help Center
Using Analytics with the Additional Help Center

Connecting an Additional Zendesk Help Center

To connect an additional Zendesk Help Center:

In the top right menu, click the Profile button.
From Help Centers, select Add Help Center.
Enter the name of the Zendesk Help Center including the ".zendesk.com".
Click Add.

The newly connected Zendesk Help Center is selected. A message displays while the articles are being updated. The articles, links and media are then synced to Help Center Manager.

Note: When you have more than one Zendesk Help Center connected, the one that was connected first always displays as the default in Help Center Manager. To display a different Help Center, select is as described below.

Selecting the Zendesk Help Center

When you have more than one Zendesk Help Center connected to Help Center Manager, you select the one to access from the Profile button.

In the top right menu, click the Profile button.
Select Help Centers to display the Zendesk Help Centers that have been connected.
Select the Zendesk Help Center you want to access.

The Zendesk Help Center you selected displays in the top menu.

If you need to disconnect a Zendesk Help Center that you have connected, please contact Swifteq support. Refer to Getting Help with the Swifteq Help Center Manager and Analytics.

Using Analytics with the Additional Help Center

If you want to use Help Center Analytics with the additional Help Center, you need to install the Tracking Script to the theme for that Help Center.

If you want include the feedback form (so that if a user clicks the No button in the "Was this article helpful?" section, a feedback section appears so that users can add a comment) you need to install the Feedback Form to the theme for the additional Help Center.

Refer to Setting up Help Center Analytics and the Feedback Form.

Note: When the connection is authorized, or reauthorized, and Read Tickets is enabled, the Helpdesk tickets (and the associated features of the Self-Service Score and the link to visitor profiles) is enabled for all the Help Centers in that Zendesk account. When adding a Help Center, there is no need to reauthorize the connection in order to enable Read Tickets for the additional Help Center.

If Read Tickets has not already been enabled, you need to reauthorize and enable Read Tickets and then run a Full Sync. This then loads the new tickets as part of the Sync for all the connected Help Centers. Refer to Read Tickets and Self-Service Score.

Connecting an Additional Zendesk Help Center

Selecting the Zendesk Help Center

Using Analytics with the Additional Help Center

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