Hi, everybody. Welcome to this set of three recordings. We were gonna try to teach you all about our Zendesk integration. We'll start off with why, which will be part of this recording, which I'll get to in a second. And then three further recordings about how to use the integration in Paligo and Zendesk. And by the time we finish, you should be able to start at least considering, if not pushing your content from Paligo into Zendesk, but you also gotta be careful. We would suggest playing with some sort of test Zendesk environment or whatever it may be, not directly into your own instance, because it does take a little practice just to make sure that you know the content is going to the actual place it should do as an updating or being created. So that's just ‌a piece just to be aware of as we move forward. But let's start with the basics. Everybody knows that Zendesk is a support platform, and if you're watching this, it's probably because either you've been using Zendesk already, or you're potentially thinking of using Zendesk. And putting Paligo and Zendesk together add something. So Paligo is, as you know, the world leading authoring platform for enterprise content based on structured authoring. Zendesk is a leading support platform both for ticket management, and a help center or Zendesk Guide, where it produces the content that would be used for self-service, either for people looking up content, or there's widgets or there's AI or the different parts you can access that content in the Zendesk ecosystem. So why would I use Paligo with Zendesk? First off, on the Zendesk side, the editing environment of Zendesk is... let's call it passible. But it's not really built for large teams with many requirements of reuse, especially, and versioning collaboration. So putting Zendesk and Paligo together helps those who are using Zendesk Guide to use an enterprise level tool for managing all that content. And for the Paligo perspective, it's another channel. So rather than just PDF, HTML, you can push your content into Zendesk, which is really important for self-service. And we all know, better self-service increases ticket deflection, which is better for a company as a whole. So let's just delve briefly. It's a little bit more detail about what Paligo provides to the Zendesk world. If you're coming to this recording from the Zendesk world and are not so familiar yet with Paligo. So from the authoring side, you're going to get inherent consistency. We're based on what's called structured authoring. Everyone writes in the same way with the same rules and it's all validated. You don't have people writing in the Zendesk world or different pieces of HTML. It's all very consistent. We have reuse and lots of different types of reuse. You have some customers that are using multi brand Zendesk where they write their content once in Paligo and push it into various different Zendesk instances, all from that same single source. Or you could be, for example, having multiple products in your same Zendesk or share some sort of functionality. And therefore, content with each other, single source, multiple places. I know it's a highly requested part of Zendesk and you get it directly with Paligo. And you also have full collaboration built in, a little bit like Google Docs so people can contribute content at the beginning, SMEs, engineers, developers, or people can edit content later once a first draft has been written and put their review comments and their changes in there. So it's all built in to make the authoring process as efficient, collaborative, and really useful as possible. So let's talk about workflows and they're very important. They make a difference. First of all, versioning. There's a whole workflow with Paligo for versioning, not just the basics of check-in, check out, which is also important, of being able to revert back and compare previous versions again, also important, but often you want your content to parallel a little bit how the developers work. With the different versions and live and different versions that are being worked on. So in parallel, so that's all part of the process. Built in. Another part with a significant difference is translation management. Often translations are unnecessarily, expensive, and the cost can be brought down by doing it efficiently and properly. Paligo integrates with translation memory systems. So the content go there quickly and come back into Paligo, and then you press a button and push it over to Zendesk. And you can be managing as many languages as you like from one to, you name how many languages you want to mention, and it's a highly efficient process. It's also important for you to understand how Paligo affects the Zendesk theme or how it looks. Little bit of technical detail. What we're doing is using the API in Zendesk. Then we're pushing content from Paligo into an article or into a Zendesk or moving them around. We're not actually adding functionality. I've got a secret spy inside Zendesk that's working things out. We're just pushing stuff into the articles. However, in the theme in Zendesk, you're allowed to add your own CSS and JavaScript. So number one, you can brand all the Paligo content exactly as you want to if you've got an existing Zendesk guide setup. Then just make sure that there's some of the new styles. That we bring into Zendesk because we're using different elements, different styles. You just take them into account. So brand it exactly as you want to. You can also add JavaScript and whatever you really want to do in there. So we have some functionality like accordions that's drop downs where you click on something and it opens the text or whatever underneath. So we have various options that you can actually take some JavaScript from us or write your own to actually make those accordions work. Cross references work so you can link from one article to another in the same category in a section, or as a completely different category. If you want, you can even bring 3D images and videos into Zendesk, author it in Paligo, and push it over into Zendesk. It's really up to you. Building on the same platform in Zendesk, but we add some functionality from our side you can add, and also add your own. Before we jump in and we start learning more, let me break down the different parts or sections that we need to go through so you can understand how to get your content from Paligo into Zendesk. And there's going to be seven different parts. And we're gonna split them into this recording, and two more after it. We'll do them step by step. So the first thing that you need to do is set up your integration settings for Zendesk inside Paligo. You need an API key. You bring it into Paligo. That's quite simple to do. The second thing you need to do, and it's obviously optional if you're already using Zendesk, and you've got content that you need to bring from Zendesk into Paligo before pushing it back, then you need to import your content from Zendesk. That's number two. Number three, we then need to understand how the Paligo publication matches with Zendesk. You're gonna eventually gonna have sections and articles and the specific hierarchy, and we need to get that right and understand it. The fourth thing we're going to do is understand something about forks. That's got nothing to do with your dinner and your lunch. But there's a very relevant part to understand what forks are in Paligo and how it relates to your Zendesk content. Then you'll understand whether your content in Zendesk gets updated or it's created from scratch. So we'll we're gonna talk about that. We're gonna talk about how to configure your layout in Paligo for Zendesk. In Paligo, everything has a layout PDF, HTML and Zendesk is no different. There's very few settings, but important ones that we're gonna go through so you set your content up for success in Paligo to push in the right way over to Zendesk. Then we'll get to the really exciting part that I'm sure you're really waiting for. Is how to publish your content from Paligo into Zendesk. We have a really, really great piece of functionality called Zendesk preflight. You do not actually publish everything. You can check, how is it going to put published. What's going to update, what's new or even select just one or two articles to send over rather than the whole batch. So we'll do that, that's really important. And then we'll talk about what I spoke about a few seconds ago. It's how to set up your Zendesk theme, your CSS and Zendesk to take into account the Paligo content, and if you want to use some of the optional CSS and JavaScript files that provide you to bring them into your theme. That's the whole process.