Configuring the TOC for Zendesk

When you first activate your Zendesk dashboard, there are default categories and sections already created. You can use these categories and sections if it aligns with the TOC you are using to publish to Zendesk. Or, you can create your own categories and sections.

Using TOC to Define Categories and Sections

If you are using the TOC to define your categories and sections in Zendesk, keep the following in mind:

  • The top-level books in the TOC are converted to categories alongside any categories already created.
  • Topics that are linked to top-level books are published to the default category and section. If the default categories and sections were deleted after activating the dashboard for the first time, you have to recreate them to see them again in Zendesk.
  • Top-level topics are published to the default category and section. No additional categories are created for the top-level topics.
  • Second-level topics are converted to sections.
  • Any topics linked to second-level books in your TOC are published as articles to that section.
  • How third-level and lower-level books are treated depends on whether you create sub-sections. See Creating Sub-Sections.

Example — Using the TOC to Define Categories and Sections

You want to publish a Flare project to Zendesk, using the TOC of the project to define both the categories and sections in Zendesk.

First, you ensure the Zendesk dashboard is configured to reflect what you want published. For this project, you want to create categories for Knowledge Base and Support.

If you are publishing to both categories and sections, you need to create a section prior to publishing. Therefore, under the Knowledge Base category, you create a section titled “FAQ.”

In Flare, you ensure the destination file is configured to use the TOC to define categories and sections.

The last step prior to publishing is to check that your TOC is structured to publish the topics to the category and section designated. In this case, you want the contents of your TOC to be published directly under the category and section you set in the destination file. You can use unlinked books in your TOC to mimic the structure of the category and section you are using for Zendesk.

Note Keep in mind that any top-level books in the TOC are converted into categories beside existing categories in Zendesk.

You publish to Zendesk Help Center, and review the Zendesk Help Center dashboard to confirm the output has been successfully published to the category and section designated in the destination file.

Using TOC to Define Sections

If you are using the TOC to define your sections, keep the following in mind:

  • Top-level books in your TOC are converted to sections.
  • Topics that are linked to top-level books are published as articles in that section.
  • Top-level topics are converted into sections and also included as articles in that newly created section.
  • How second-level and lower-level books are treated depends on whether you create sub-sections. See Creating Sub-Sections.

Note If you previously generated and published categories and sections to Zendesk, you have to manually delete them in Zendesk to see just the current category.

Example — Using the TOC to Define Sections Only

You want to publish a project containing system requirements to Zendesk. The topics for system requirements comprise only a portion of the Flare project, so you want to define the section for the system requirements in Zendesk.

So, under the Support category, you create the System Requirements section.

Next, in Flare you configure the destination file to define your Sections. You still have to select both the default category and the default section, even though you are only structuring by sections. The sections will be created under the default category defined in the destination file.

We review our TOC prior to publishing. In this case, we have all of our topics on the top level.

You publish the output and view it in Zendesk. Notice that new sections have been created based on the topics in the TOC.

If you structure the TOC to have one top-level book with the other topics under this book, the published output is structured differently in Zendesk.

Creating Sub-Sections

You can also create sub-sections when you publish to Zendesk. Refer to the Zendesk documentation regarding whether sub-sections are supported with your Zendesk plan.

Mapping to Categories and Sections

When mapping to Categories and Sections, sub-sections are created for third and lower-level books in the Flare TOC. Keep in mind that items nested deeper than six sections will be routed to the default category in Zendesk.

Example If you choose to create sub-sections, the result might be something like this:

Note the following:

  • A category is created for the top-level Texas book.

  • A section is created for the second-level Austin book, and it is placed under the Texas category.

  • The topics directly under Austin (Introduction, Attractions, Famous Austin Folks) are published as articles under the Texas > Austin section.

  • A sub-section is created for the third-level book Music. This sub-section is placed under Texas > Austin.

  • The topics linked to the Music book and the topics under it are all published as articles under the Texas > Austin > Music section.

If you do not create sub-sections, the result might be something like this:

Note the following:

  • A category is created for the top-level Texas book.

  • A section is created for the second-level Austin book, and it is placed under the Texas category.

  • All topics under the Austin book, including all topics linked to and under lower-level books are published as articles under the Texas > Austin section.

Mapping to Sections

When mapping to Sections, sub-sections are created for second and lower-level books in the Flare TOC.

Example If you choose to create sub-sections, the result might be something like this:

Note the following:

  • No categories are created when using this option. Instead, a section is created for the top-level Texas book under the selected Default Category. In this example, United States is the selected default category from the destination file.

  • A sub-section is created for the second-level Austin book, and it is placed under the United States > Texas section.

  • The topics directly under Austin (Introduction, Attractions, Famous Austin Folks) are published as articles under the United States > Texas > Austin section.

  • Another sub-section is created for the third-level book Music. This sub-section is placed under the United States > Texas > Austin section.

  • The topics linked to the Music book and the topics under it are all published as articles under the United States > Texas > Austin > Music section.

If you do not create sub-sections, the result might be something like this:

Note the following:

  • No categories are created when using this option. Instead, a section is created for the top-level Texas book under the selected Default Category. In this example, United States is the selected default category from the destination file.

  • All topics under the Texas book, including all topics linked to and under lower-level books are published as articles under the United States > Texas section.

Other Considerations

  • Regardless of whether or not you select the Use TOC to define option for the destination file in Flare, you must select a Default Category and a Default Section.
  • You can have categories, sections, and articles in Zendesk. For some subscription plans you can also have sub-sections, which support nesting levels. To create multiple levels for nesting in Zendesk, be sure to select the Create Sub-sections option from Flare’s destination file. Otherwise, files are limited to categories, sections, and articles.
  • Any categories and sections that are generated during publishing are added to the Zendesk Help Center in the same order they are displayed in the TOC. This also applies to multilingual projects.
  • You can use unlinked books in your TOC to mimic the categories and sections you are using for Zendesk. See TOC Editor.
  • Any topics that are not in the TOC—regardless if they are linked to topics in the TOC—are published to the category and section configured in the destination file.
  • If the Use TOC to define option is not checked, all topics are published to the default category and section as designated in the Destination Editor.

Example — Not Structuring Your TOC

You have designated Knowledge Base as the default category, and FAQ as the default section. But you have decided not to structure the TOC in your destination file.

This is what the TOC looks like prior to publishing:

When you publish to Zendesk, these topics become articles in the default category and section. But notice that these articles are published on the same level in the FAQ section, and do not mimic the nested levels that were used in the TOC. When the Use TOC to define option is unchecked in the destination file, the topics are always published as articles on the same level in the default category and section.

What’s Next?

Creating Destination Files for Zendesk