Rollback from Zendesk, Save to Zendesk, Delete from Zendesk and Reset Votes – Swifteq Zendesk Apps

On the Articles page, when you have one or more articles selected, you can use the following options

Rollback from Zendesk
Save to Zendesk
Delete from Zendesk
Reset Votes

284 Articles Zendesk Rollback Save Delete and Reset Votes..gif

In this Article
Rollback from Zendesk
Save to Zendesk
Delete from Zendesk
Reset Votes
Reset Votes on Selected Articles
Reset Votes on a Specific Article

Rollback from Zendesk

This loads the latest version from Zendesk for the selected articles. Any of your local changes will be lost, that is, any changes made in the Editor in Help Center Manager that have been saved with Save for Review will be lost, or any translated articles saved with Save translations locally for review.

The articles will no longer show as "Under Review". Rollback from Zendesk only reloads articles from Zendesk that have been saved locally for review.

Refer to Editing an Article using the Help Center Manager Editor, Translating Articles with Bulk Translate, Translating All or Part of an Individual Article and to Auto Translate in Help Center Manager Settings for Syncing, Translation and Auto Translate.

While the Rollback from Zendesk is running you can click Cancel Task to cancel.

297 Cancel Task for Rollback from Zendesk.gif

When prompted to confirm, click OK to continue with the Cancel Task, or click Cancel to let the Tollback from Zendesk continue.

Save to Zendesk

This pushes all local changes to Zendesk. Save to Zendesk only affects the articles saved locally for review.

Articles can be saved as Under Review when editing the article from the Article View. Refer to Editing an Article using the Help Center Manager Editor.
Translations can be saved as Under Review when using the Translate functions, by selecting to Save translations locally for review. Refer to Translating Articles with Bulk Translate, Translating All or Part of an Individual Article and to Auto Translate in Help Center Manager Settings for Syncing, Translation and Auto Translate.

These options save your edited articles, or the article translations, locally in Swifteq without pushing them to Zendesk. The edited articles or the article translations show in the Articles page as "Under Review" which allows the translation to be reviewed in Help Center Manager and corrected if needed before being published.

While the Save to Zendesk is running you can click Cancel Task to cancel.

298 Cancel Task for Save to Zendesk.gif

When prompted to confirm, click OK to continue with the Cancel Task, or click Cancel to let the Save to Zendesk continue.

Delete from Zendesk

This deletes the selected article(s) from Zendesk. The deleted articles will be set as "Archived" in Zendesk.

While the Delete from Zendesk is running you can click Cancel Task to cancel.

298 Cancel Task for Save to Zendesk.gif

When prompted to confirm, click OK to continue with the Cancel Task, or click Cancel to let the Delete from Zendesk continue.

Important Note: If any of the the selected articles have translations and you use Delete from Zendesk on the article that is in the default language, the entire article will be deleted, including all the translations. The deleted articles, including all the translations, will be archived in Zendesk Guide.

If you use Delete from Zendesk on a translation that is not the default language, only the specific translation is permanently removed. The translation will not be archived. This is the same as using the Remove option in Zendesk on a specific translation.

Reset Votes

When users are reading articles in Zendesk, they can use the Was this article helpful? section at the bottom of the article to vote Yes or No to indicate if they found the article helpful.

The Votes are recorded in Help Center Manager. The Total Votes for an article is displayed in the Articles page and the number of Votes is shown in the Analytics Feedback page.

If you have made revisions and edits to articles, these changes may have been made based on the readers votes. You can reset the votes, for example, if you want to see if the latest version is more effective at handling the intended issue or to check that it is still effective.

You can Reset Votes for all or selected articles.

Note: If you have installed the Feedback Form, resetting Votes does not clear any comments entered by visitors in the Feedback Form, so you can always see the full history of the comments. Refer to Install the Feedback Form in Setting up Help Center Analytics and the Feedback Form.

Reset Votes on Selected Articles

1. If required, filter or search for the articles. Select the articles for which you want to Reset Votes.
  Refer to Using the Filters in Articles, Links and Media, Searching for Articles, Links and Media and Selecting Articles, Links or Media.
2. From the vertical ellipsis menu in the top left-hand corner of the Articles page, click the Reset Votes button.
3. The Reset Article Votes pop-up displays.
  
  If you have articles selected in the page, this shows the number selected in the Reset Selected button.
  If you have not selected any articles, this shows as the Reset All button.
4. Click the Reset button.

Reset Votes on a Specific Article

You can also Reset Votes for a specific article from the Article View. Refer to Reset Votes in Article View.