Reuse DITA content in Zendesk

ann.jensen
Posts: 250
Joined: Wed Jun 17, 2015 10:19 am

Reuse DITA content in Zendesk

Post by ann.jensen » Thu Jun 07, 2018 11:01 am

Hi,
Our company uses Zendesk Support for customer service tickets and has started to use Zendesk Guide for customer service articles.
We also use DITA to Oxygen WebHelp (defined in Oxygen XML Author) for general product documentation.
Management want to know why we have 2 documentation repositories (I wasn't involved with the introduction of Zendesk Guide) and how they can work together.
We have more content in DITA than in Guide and AFAICS, since Zendesk Guide is static HTML, the only way of updating it with content from DITA is by doing a manual copy (from HTML5 transformation) over to Guide editor.

Can anyone else advise on the best approach to reuse content already defined in DITA in Oxygen XML Author across to Zendesk Guide.
Any feedback appreciated,
Regards,
Ann

Radu
Posts: 7528
Joined: Fri Jul 09, 2004 5:18 pm

Re: Reuse DITA content in Zendesk

Post by Radu » Thu Jun 07, 2018 11:10 am

Hi Ann,

We are not very familiar with Zendesk, maybe you could ask around on the DITA Users List.
There have been questions in the past about this on the DITA Users List but not with very helpful answers.
Also if you google for "dita zendesk", there seem to be quite a lot of requests for Zendesk to provide a DITA integration.

Regards,
Radu
Radu Coravu
<oXygen/> XML Editor
http://www.oxygenxml.com

cfurlin
Posts: 9
Joined: Wed Nov 02, 2016 1:48 am

Re: Reuse DITA content in Zendesk

Post by cfurlin » Sat Sep 15, 2018 12:29 am

Ann,

This is probably a bit late, but it's something I've been trying to do as well. I have found a bit of information.

ZenDesk writers author in DITA and do exactly what you are doing to publish. See this article for more information:

https://support.zendesk.com/hc/en-us/ar ... at-Zendesk

Here is the relevant passage:

"...we transform the DITA to HTML, then manually paste the source HTML into the article code editor..."

My guess is that there is no better way if their own authors do it manually.

ann.jensen
Posts: 250
Joined: Wed Jun 17, 2015 10:19 am

Re: Reuse DITA content in Zendesk

Post by ann.jensen » Mon Sep 17, 2018 12:45 pm

Hi,
Yes, thanks I have been in communication with Charles in Zendesk on this process and he has been very helpful.
Regards,
Ann

Radu
Posts: 7528
Joined: Fri Jul 09, 2004 5:18 pm

Re: Reuse DITA content in Zendesk

Post by Radu » Wed Apr 21, 2021 12:59 pm

Hi Ann,

We were considering creating a DITA Open Toolkit plugin which produces HTML and then uploads the content to Zendesk based on certain parameters set to it (like the user/password authentication, the domain).
I was trying to gather ideas about what the plugin should do in order to be useful.
For example on Zendesk articles are grouped in categories and sections. Are all your DITA topics pushed to the same Zendesk section or do you want to push them to various sections? Do you also make changes to the articles from the Zendesk interface or you only modify the DITA content?

Regards,
Radu
Radu Coravu
<oXygen/> XML Editor
http://www.oxygenxml.com

ann.jensen
Posts: 250
Joined: Wed Jun 17, 2015 10:19 am

Re: Reuse DITA content in Zendesk

Post by ann.jensen » Wed Apr 21, 2021 2:17 pm

Hi Radu,
Due to change of employer, I haven't worked with Zendesk in a few years. At the time I used the support from https://support.zendesk.com/hc/en-us/ar ... at-Zendesk to push published HTML content to Zendesk. That project didn't get fully operational before I left.
Sorry I can't be more help. Maybe other people on that Zendesk help page might be able to advise more.
Regards,
Ann

Radu
Posts: 7528
Joined: Fri Jul 09, 2004 5:18 pm

Re: Reuse DITA content in Zendesk

Post by Radu » Wed Apr 21, 2021 2:19 pm

Hi Ann,

No problem, thanks.

Regards,
Radu
Radu Coravu
<oXygen/> XML Editor
http://www.oxygenxml.com

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