ScreenSteps

My Zendesk Help Center is out of sync with ScreenSteps, What do I do?

Updated on

The source of the problem

Sometimes customers get into a situation where they are seeing duplicate articles in Zendesk or their updates that they are saving in ScreenSteps are not showing up where they expected. The cause of this problem is when the customer has done one of the following:

  1. They have deleted an article in ScreenSteps or Zendesk and then created another copy.
  2. They have moved articles around in Zendesk after connecting ScreenSteps to Zendesk.

How to avoid this problem

The best way to avoid this problem is to understand how ScreenSteps connects to Zendesk which will be explained below.

Also, once you have connected ScreenSteps to Zendesk you should do the authoring and organizing of your content in ScreenSteps and not in Zendesk. ScreenSteps is not designed to sync changes that you make in Zendesk back to ScreenSteps.

If you have duplicates in Zendesk

  1. Decide which article you want to keep in Zendesk
  2. Delete the other one from within Zendesk
  3. If necessary, update the Zendesk ID that is stored in ScreenSteps for that article.

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