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 sandbox 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:
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.
- Delete all of your content in the Zendesk production Help Center
- Ask ScreenSteps support to reset the connection IDs for your articles that are connected to the Zendesk sandbox
- Publish all changes from ScreenSteps to the production Help Center
- Delete all of your content in the Zendesk production Help Center
- Add the manuals from your sandbox site to your production site in ScreenSteps
- Push changes from ScreenSteps to Zendesk
Option 2: Update existing content in your production Help Center
- Make sure that you have first updated your connection settings to point to your production Help Center instead of the sandbox Help Center.
- 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
- Push changes from ScreenSteps to Zendesk
- Add the manuals from your sandbox site to your production site in ScreenSteps
- 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
- Push changes from ScreenSteps to Zendesk
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