FAQ for Help Center Manager

In this Article
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 are changes to an article not being synced and not showing in Help Center Manager?
Why is Help Center Manager not working?
What happens after the 14-Day Free Trial?
How many users can we have accessing the Help Center Manager?

Search, Find and Replace, Filters
How can I search for an Exact Match on my text?
How can I search for text in a specific case?
How can I search for and replace special characters?
In Find and Replace, when using Replace Step by Step, why do I get the message "Could not find the specified string"?
Why are some Articles, Links or Media not showing when I search or apply a filter?

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?
 

Refer also to FAQ for Help Center Manager Translate and FAQ for Help Center Analytics.

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

Help Center Manager checks each link from the backend server, and if access fails, the link is marked as broken.

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.

The most common reason a valid link might be flagged as broken is if the page requires authentication to view. In that case, you can manually mark the link as valid, which will override the broken status. Refer to Marking a Broken Link as Valid in Fixing Broken Links.

Where a link is to an external site, the broken link might be due to a temporary issue with that website.  

If none of these seem to apply, please contact support with the link you’re referring to, and we will investigate further.

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 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".

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.

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.

Search, Find and Replace, Filters

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, Media and Dynamic Content.

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, Media and Dynamic Content.

How can I search for and replace special characters?

In the Articles page, when using the Search or the Replace functions, you may need to search or replace special characters. For example, to search for the & (ampersand) character and replace this with the word "and".

In this example, the & character is stored as "&" in the HTML of the article. To search for this, you need to select Search in HTML in the Search settings and enter & as the query.

In the same way, to replace the & character with "and" using the Replace function, enter & as the query. 

Refer to Searching for Articles, Links, Media and Dynamic Content and Using Find and Replace.  

If you are having difficulty finding how special characters are held, use View Code in the Article View (refer to View Code to Display the HTML in Article View) or display the HTML Source Code in Zendesk.

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).

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.

Duplicate

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.