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Taxonomies as Labels in Zendesk

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Anders
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You can set Paligo to include taxonomy tags when you publish to Zendesk. The taxonomy tags will then appear as labels in the Zendesk articles that Paligo creates or updates.

Note

For the following process, we assume that you have already set up Paligo to connect to your Zendesk instance. See Connect Paligo to Zendesk for details.

  1. If you have not already set up your taxonomies in Paligo:

    1. Create a taxonomies hierarchy

    2. Associate your taxonomy tags with the appropriate publications, topics, and images

  2. Log in to Paligo via a user account that has administrator permissions.

  3. Select the avatar in the top-right corner. User avatar. It shows the user's image and their name. Next to the name is a downward pointing arrow, which when selected, reveals a menu.

  4. Select Settings from the menu. Cog icon.

  5. Select the Integrations tab. Jigsaw piece icon.

    Paligo settings. The Integrations tab is highlighted.

  6. Find Zendesk, and select Change.

    zendesk integration settings. There is a change button that, when selected, takes you into the settings.

  7. Use the Taxonomies settings to control how Paligo's taxonomy labels are used.

    Taxonomies settings from Zendesk integration. There are checkboxes for Publish taxonomies as labels and Preserve Zendesk labels.

    • Use the Publish taxonomies as labels box to choose whether taxonomy tags are used as labels in Zendesk.

    • Use the Preserve Zendesk labels box to choose whether taxonomy tags are added as labels in Zendesk in addition to any existing labels.

      If you check the box, Paligo will leave any existing Zendesk labels in place. It will then create new labels to match the taxonomy tags, but will not duplicate any existing tags. For example, if you have a "software" taxonomy tag and there is already a "software" label in Zendesk, Paligo will not create a second "software" label.

      If you clear the box, Paligo will remove all existing Zendesk labels and will create new labels to match the taxonomy tags.

  8. Select Save.

  9. Publish your content to Zendesk.

    For details, see Publish to Zendesk.

  10. In Zendesk, check that the labels have been applied to your articles.

    Article shown in Zendesk. A callout box highlights the Labels box, which has labels that should match the taxonomy tags from Paligo.

    If the taxonomy tags have not been applied to the articles as labels, check that the Paligo-to-Zendesk connection is working. For this, you could update a topic in Paligo, publish to Zendesk and check that the changes appear in the article.

    If the article updates, but the taxonomies do not appear as labels, double-check that you have applied the taxonomies settings in the Zendesk integration correctly. If they are in place, as described in step 4, contact support for assistance.

    If the article does not update, check that the Zendesk integrations are correct. If they are, but you are unable to publish to Zendesk, contact support for assistance.

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