Every type of channel that you publish to from Paligo HTML, PDF, and Zendesk has its own layout with specific settings. There are not a lot of layout settings that you need to make for the Zendesk integration, There's a couple of really important ones that you need to decide what you're going to do with them. Let's go and have a look what they are so you can set up your layouts for publishing to Zendesk. There aren't a lot of options in the Zendesk layout, but you absolutely do need to make one or two changes in my opinion. So we go to layout. If you're not familiar with publishing, you can always go back to the Academy recording on publishing for the general idea. It doesn't discuss Zendesk. And we have lots of different layout configurations. You go to create new layouts. Now we have three types of Zendesk out of the box here. We have Zendesk single section. I would just suggest you don't choose that. It's really legacy. I wouldn't go there. A little bit confusing for historical reasons. Multi section is basically the regular Zendesk category section, also like and publish to multiple sections. That's where the name comes from. And Zendesk enterprise is the actual what they call Zendesk multi sector. You have multiple different levels of of sections. So again, just to make it clear, because I know it's a little bit confusing, single section: don't use. Multi section is the old regular category section article, which you can publish from one category to multiple sections. Enterprise the multi section hierarchy having one section under another. So choose the one that you want, and then you give it a name. And you do that and click okay. But I've got one already, which is Zendesk Multi Steve. The options are the same for enterprise. I just don't have a version of Zendesk right now, which is enterprise. And go into the layout editor. Where you want to go to specifically is Zendesk. Let's go through the different options. The first option at the top is allows you to create cross reference links between different publications or different categories inside Zendesk. We'll have a special part of this recording where we go into that little bit more detail. Doing links inside an existing catering, existing publication, that's easy, and that done. There's a slightly advanced way of creating the links in different categories. Nothing difficult. We'll get to it later. The second option here is creating an article for the section topic. Now by default, I would disable this. What this essentially means in our example, if I don't disable it, that Paligo would create a section called Zendesk section one, and an article called Zendesk section one. It'll actually appear twice. The same topic would appear twice. I think in most cases, you don't want that to happen. You just want a section to be a section and a topic to be a topic. So you just need to go in here and disable that option. We have an option to offer for Zendesk heading levels. So the Paligo levels, it puts the heading level as Paligo normally does it. I think you'll wanna choose Zendesk levels. So I don't remember exactly, but say, a Zendesk article, the level starts as they are heading to, So Paligo ensures the one we're pushing from Paligo to Zendesk, it also starts at level two. And that way it will match together with any existing CSS you have. So that's what I would set in the layout. I'd say there's other options as well, but that's the really general Paligo options, which I'm not going to go into just now. But this is important to set up. Now we're gonna talk about PreFlight. It's a really useful piece of functionality. Both for those who have imported content previously from Zendesk, so you can map your content to the exact same articles where the original content came from. So your users aren't going to have... they've saved bookmarks of specific content they wanted. Those bookmarks are actually going to the same places and won't be lost. It also means that when we publish even new content, we can decide what we're publishing, how much we're publishing, or you're updating a specific piece of content because there are a lot of possibilities in Pre Flight. Let's go and see how it works. It's gonna be amazing for you. So let's go back to our Zendesk for a second, and I'm gonna create a new category. Add category. And the date here, it's actually quite a day. It's Fourth of July, 2023Fourth. Maybe you'd obviously give it a better name, but I give it a date so we know these. That's done. Let's go back into our Zendesk. And here's our Zendesk with the Fourth of July. Obviously there's no one working for the American side of our company today. Go back into here, and I'm gonna go into our publication, publish, click on HTML, and this contains the same layouts you saw when we're creating a new layout. Now you can choose one of the defaults as we discussed before, but obviously I would recommend you creating only layout for those options I showed you. And mine is called Zendesk Multi Steve. Paligo looks inside Zendesk other categories, and the one I want is called for Fourth of July 2023.. As we discussed at the beginning, these are options that you have in a Zendesk article, So you can choose these as well for the whole set. We can even do them individually as you'll see soon. And if you've got multiple languages, can actually set the multiple languages combined and push them over as well. For information on languages, please watch the the Academy video on languages or read our Help. Essentially, you can push a single language or multiple languages over into Zendesk, and the rest of these options as well, profiling variables, should all be relevant to you. Upload, output is not relevant if we're using Zendesk. And if you want, you could go publish and it would send it over. We can also save our settings. So we'll call it, say multi Fourth of July. So I know which layout I'm using and which category and click okay. And that will create a setting. So next time, all I can do is click on it. Exactly the same thing. Now you'll notice have Zendesk PreFlight here and also Zendesk PreFlight here. This is what you might want to do. What PreFlight is gonna do is gonna have a look at Zendesk and see if there's anything to match. I'll let you guys think for yourselves 'Is it gonna match anything or not?' Let's click on Zendesk PreFlight and have a look. And here's our content inside PreFlight. Now notice that we have at the top, which is really important, three numbers. How many resources being created, how many being updated, and how being many being removed. We'll look at removed later, but if content that you're pushing doesn't include what exists in Zendesk, we give you an option to manually remove it. But we're having nine resources created, which is essentially means different sections or different articles as you can see. If you count those, it comes to nine. And this is really important because let's say you you're expecting to update nine resources and suddenly nine are being created, and alarm. What have I done wrong? Or, you know, one is being created and you didn't expect that either. So this is kind of a check for you to and confirm to make sure that what you expected is happening because I've again seen with companies who made some mistakes but didn't look at this number, published, created problems themselves by not just checking this. As you saw before with forks, if someone removes and adds, there's different ways where these numbers might end up as you don't expect. It's a fail safe. Remember to double check. Now we can also, maybe late after you edit it more, you can decide what you're gonna publish. You don't need to publish everything at once, unlike say PDF, obviously, in HTML5, you can publish it all at once. In the Zendesk integration, which is great, you can update content as a single level. And you saw here I'm updating two articles which Paligo realizes is part of a single section, a part of that category. As a note, just make sure if you've got cross references you always take into account the two articles to make sure everything exists how it should be. Maybe if you're doing a cross reference to an article, maybe you need to update both articles at the same time. So for now, what I'm going to do is I'm going to select everything and go to publish, which will be the same as going to save settings. I'm going to publish from here. It's just that because I've no main no changes to Zendesk PreFlight. Paligo is now setting up the files to be ready in HTML from XML to push to Zendesk, and then it'll use the integration to push those ready files over into Zendesk. The publishing process, the time it takes is dependent on obviously how much content you're pushing over to Zendesk. If you notice on the left hand side, there's a zip file that downloaded. Just like happens when you create a PDF or HTML5 option. Now normally you can ignore that file. However, we're going to be using it soon because there's some optional CSS and JavaScript files that we can take from there and use inside our Zendesk team. So we'll get to that a little bit later. So now let's go and have a look at our Zendesk a second. Here's our Zendesk. Click on our category Fourth of July. And Abra Cadabra, magic, whatever you wanna call it, here's my content inside Zendesk. I have the three sections that I wanted. And I have the articles. I click on one of them, for example, this one, it shows the content. We don't have fancy branding in here, regular simple Zendesk. I have my image, content, etcetera, etcetera in here. That's great. Right? So we've just gone through how to set your publication up and publish it out and we see it inside Zendesk. Very exciting. But there's another part of the story we need to discuss, and this is just about let's make some changes for editing content or changing content, because this can affect different publishing, and also the basic idea is when you're importing content and remapping. I want to show you how remapping works inside Zendesk. Let's have a look at our publication again and make some changes. So the first thing I'm gonna do, I'm gonna get rid of 'create your first publication'. Let's do that. So I'm gonna do that, and I'll remove it. I'm gonna go into 'getting started' for a second and just make a little change. I'm gonna just call it 'a little change'. So we know it's a lot for it too. Let's go back into our publication. Let's go into section two, and I'm gonna get rid of 'create your first topic'. And I'm gonna bring something else in. I'm gonna take 'about this company', and I want that to replace 'create the first topic'. It's really the same thing. So I'm dragging it in. I'm bringing it to the right place. And I'll save. So we have some changes. You've got content we need to delete. We've got an article that we need to update. And we've got an article we want to remap. So when I go in here now, go to publish in my publication, I'm gonna save settings rather than recreate the story again and click on PreFlight. We're gonna see some different changes. So Paligo is telling me that I want to create one new resource and update seven resources. There's nothing to delete. Let's go and investigate what's going on, shall we? So we can see here that Paligo knows to recognize these two. But 'create your first publication' was removed from our publication, if you remember. So I'm gonna click t'o actually have it deleted manually from Zendesk as a leader anymore. And if you see the removed resources', just went to one. So we're back up to our nine, if you remember the total that we had before. If I don't want to delete it, I can do that. Right? Nothing happens in your Zendesk until you click publish content. Right? There's nothing at all happening. So you can play with these as you like. And if things get messed up, you can also reset back to the beginning. And in section two, if you remember, about this company, I really want to... it's really create your first topic. I want to map about this company back in to 'create your first topic'. So how do I do that? I would click on the maps button, go to mapping and say replace it with create your first topic. And if you notice, I can also put manual labels in, and change these options, as you keep saying, they're managed by status, which are just representing the Zendesk options, like I've shown you before, and confirm. And have a look what's happened here. So now Paligo is saying it's updating eight resources. We're not deleting one. Let's have that delete again. So now back up to nine again. Right? So this hopefully explains how the mapping works. So if you take this to another level, if we are importing all our content, so what you would need to do is the first section obviously wouldn't map where the sections are not in Zendesk. So you'd go to the remapping and remap the first section. Then you'd remap all the articles inside that section. Now, yes, maybe you think that would take you some time. But it's a tremendous feature when you think about it because what it's doing is it's allowing you not to lose any links of your existing Zendesk articles. So if you've got people outside the company bookmarked your Zendesk articles, PreFlight allows none of those links to die because you can import the content and still use PreFlight to remap everything there. So a little bit of manual work is a tremendous benefit in the long run. And we can also go and publish our content again. And let's see what happens. Let's go back into our Zendesk and do a refresh so we can see what happened. And there you go. Into the article got deleted from section one just like we anticipated. So let's have a look in getting started. That's where we made that little manual change, which is getting started, a little change, that's the change that we made. And the content that we moved is the same article ID, but we didn't note the ID before about this company. This would have had the same ID as the article we've had that we remap from create the first topic. So we've succeeded in publishing new content, and updating existing content and between, within that understanding how to remap content so we don't, don't get any broken links from existing content. This is really, really exciting, and I can tell you for sure what you're watching, there's nothing on the market that even gets close to what we've shown you today of being able to remap and even update content on an individual basis.