Reuse DITA content in Zendesk

ann.jensen
Posts: 223

Reuse DITA content in Zendesk

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: 5752

Re: Reuse DITA content in Zendesk

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: 3

Re: Reuse DITA content in Zendesk

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: 223

Re: Reuse DITA content in Zendesk

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

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