ScreenStepsPublishing Manuals to Zendesk TipsPublishing to a Zendesk Sandbox

Publishing to a Zendesk Sandbox

When you set up a sandbox in Zendesk it creates a totally separate Help Center in Zendesk. This means:

  • You will need to have a separate Zendesk account name in your ScreenSteps settings.
  • All of your article IDs will be different between the sandbox Help Center and your production Help Center.


This prevents you from preparing all of your content in a sandbox and then just "switching things over" to the production Help Center.


If you are going to use a sandbox to stage your content in Zendesk then there are two approaches you can take when switch to your production Help Center.

Pre-work: Create a new Zendesk connection in ScreenSteps or change your existing Zendesk connection settings

Each site in ScreenSteps connects to a single Zendesk Help Center. You need to decide if you want to maintain a connection to your sandbox site in ScreenSteps or if you simply want to replace the sandbox connection with the production connection.


If you want to create a new connection follow these instructions:

Configuring the Zendesk Integration

If you want to replace the sanbox connection then follow these instructions and update the account name and API key:

How to update your Zendesk connection settings in ScreenSteps

Option 1: Replace all content in your production Help Center

If you want to replace all of your content in Zendesk then you will need to do the following:

If you are replacing the sandbox connection

You need to be aware that doing this will break any existing links to your Zendesk Help Center articles that you have shared with customers.

  1. Delete all of your content in the Zendesk production Help Center
  2. Ask ScreenSteps support to reset the connection IDs for your articles that are connected to the Zendesk sandbox
  3. Publish all changes from ScreenSteps to the production Help Center
If you have a sandbox and a production connection
  1. Delete all of your content in the Zendesk production Help Center
  2. Add the manuals from your sandbox site to your production site in ScreenSteps
  3. Push changes from ScreenSteps to Zendesk

Option 2: Update existing content in your production Help Center

If you are replacing the sandbox connection
  1. Make sure that you have first updated your connection settings to point to your production Help Center instead of the sandbox Help Center.
  2. Update the IDs that the manuals, chapters and articles are connected to. See here: How to change the Zendesk ID that a ScreenSteps article, chapter or manuals is connected to
  3. Push changes from ScreenSteps to Zendesk
If you have a sandbox and a production connection
  1. Add the manuals from your sandbox site to your production site in ScreenSteps
  2. Update the IDs that the manuals, chapters and articles are connected to. See here: How to change the Zendesk ID that a ScreenSteps article, chapter or manuals is connected to
  3. Push changes from ScreenSteps to Zendesk

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