Content management teams want better knowledge base management using Document360 but want to leverage the customer service capabilities in platforms like Zendesk Guide.

Document360 enables sync with Zendesk and can start with any of the following scenario

1. Have accounts in both Zendesk and Document360
2. Already have knowledge base content in Zendesk Guide Help Center and a new workspace in the Document360 project
3. Already have a workspace in the Document360 project with knowledge base content and have a new brand in the Zendesk Guide Help Center
4. Already have knowledge base content in both Zendesk Guide Help Center and Document360 Workspace

We plan to address this requirement by developing a seamless sync between Zendesk and Document360.

Sync Articles with Zendesk

What this sync-up essentially does is, it keeps your Document360 articles in sync with your Zendesk Guide and leverages them for the following.

1. Support Agent Workspace to answer their tickets
2. Ticket deflections in Answer Bots
3. Chat
4. Article suggestion in knowledge capture

Prerequisites

1. A Zendesk Guide account and a Workspace in Document360 is required
2. Only one Zendesk Guide Brand be synced with one Document360 Workspace
3. All existing articles and categories in one platform can be migrated to the other before enabling sync
4. Once the migration is done, any existing article changes will be synced. Any new article created in one platform will be created in the other
5. Readers can access articles on the Zendesk Guide Help Center website or the Document360 knowledge base website. Define article permissions in both platforms accordingly
6. Any article published on one platform will be synced to the other, and the latest content will be made available on the other platform

Getting started with the sync

You need to provide the following information to get started with sync between these two platforms.

Zendesk Guide Help Center

1. Zendesk subdomain URL.
   This is the domain for your Zendesk account (not your Help Center URL). Your Zendesk subdomain is its unique identifier. Where can I find my Zendesk subdomain?
2. Admin email.
   Provide the account's email with the privileges of an Admin or above in the Zendesk account.
3. API token of Zendesk Help Center brand
   Token with necessary privileges to access the Zendesk account. Where to find this?

Document360

1. API token generated with GET, POST, PUT, DELETE. Where can I access the Document360 API find it?

What is a 'brand' in Zendesk Guide Help Center?

In Zendesk Guide, a "Brand" refers to a feature that allows you to create multiple customer-facing help centers or support portals with distinct branding and content while managing them all from a single Zendesk account. Each brand you create can have its own unique look and feel, including custom logos, colors, and styles, making it suitable for organizations that serve different customer segments or have multiple product lines.

What is a 'workspace' in Document360?

In Document360, creating different workspaces (previously known as versions) of documentation enables you to tailor the content on your knowledge base to specific Readers. Like providing documentation in different languages for readers in specific regions, using workspaces allows you to create separate documentation for separate versions/iterations of your product. This segregation helps to ensure that readers have access to the most relevant and up-to-date information.

How does the sync work?

1. Register a migration and sync configuration.
2. Existing content in Zendesk and Document360 will be migrated to each other.
3. Manage the content missed in the initial migration phase and ensure the contents in either platform have equivalent content in the other platform.
4. Configure webhook from Document360 to initiate a sync event whenever an entity changes.
5. Edit and publish the content on either of the platforms.
6. Content changes made in either of the platforms are synced with each other as they are published.
7. Manage the errors at the category and article levels while syncing and taking corrective actions.

Differences between your content in Zendesk and Document360

There are differences in how migrated or synced articles look on both platforms.

Zendesk to Document360

1. Zendesk doesn’t return the ordering of entities. Hence, manual ordering in Document360 after the migration must be done. But this will not have any impact on migration and sync
2. Articles in the root level category.
   1. In Zendesk, articles under the root category are not possible.
   2. In Document360, articles can be created under the root category. In Document360, Articles under root-level categories should not be created.
3. Zendesk to Document360 sync is supported for Block editor only. It should be ensured that all the articles in Document360 follow the Block editor.

Document360 to Zendesk

1. Formatting supported in Document360 may not be synced properly. Support to styles that are set at a theme level on Zendesk may not be fully supported, so there may be differences between how an article looks in Zendesk vs. Document360.
   1. Very light and standard formatting to suit Document360 and Zendesk is recommended.
   2. Paged/Indexed categories are unavailable in Zendesk; hence, they should not be considered.
2. Zendesk supports only five levels of category nesting for Enterprise plans and lower for other plans, whereas Document360 supports seven levels.So category levels in Document360 are to be managed according to Zendesk structure
3. The total number of categories allowed in the root level for Zendesk is 100, whereas 1000 in Document360.