Paligo can publish directly to Freshdesk, so you can use Paligo's powerful authoring features to create content, while still using your Freshdesk help center to support customers.
To find out how to set up Paligo to connect to Freshdesk see Paligo to Freshdesk.
If you want information about changing the publishing settings, see: Freshdesk Layouts.
Paligo can publish directly to Freshdesk, so you can use Paligo's powerful authoring features to create content, while still using your Freshdesk help center to support customers.
When you set Paligo to publish to Freshdesk for the first time, there are some extra steps you need to take, such as setting up an API key and integration. Once these are in place, any further publications to Freshdesk will be much simpler - you will just publish and choose a Freshdesk layout.
To set Paligo to publish to Zendesk for the first time complete steps 1-3:
To connect to Freshdesk, Paligo needs an API key and a folder ID. You can find both of these in your Freshdesk.
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Log in to your Freshdesk account.
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Select your profile to display a menu, and then select Settings.
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On the Profile Settings page, make a note of the API Key. You will need to enter this key in Paligo.
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Select Solutions, find the Category that you want Paligo to publish to, and then select the Folder that will contain the content. In Freshdesk, you can add new categories and folders if needed.
Select Solutions (1), find the Category (2), select a Folder (3).
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Select View on Portal (it is near the New Article button). The folder's page will display in the browser.
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Make a note of the number at the end of the address in the browser. This is the folder ID and you will need to enter this in Paligo.
Next, you will add the API key and folder ID to the Freshdesk integration settings in Paligo.
When you have an API key and folder ID from Freshdesk, you can set up an integration in Paligo. The integration allows Paligo to connect to your Freshdesk and:
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Import content when you first migrate from Freshdesk to Paligo
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Publish content from Paligo to Freshdesk.
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Log in to Paligo via a user account that has administrator permissions.
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Select the avatar in the top-right corner.
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Select Settings from the menu.
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Select the Integrations tab.
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In the Freshdesk box, select Add (or Change if an integration has been set up previously).
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Enter the connection details for your Freshdesk:
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Your Freshdesk url: Enter the web address of your Freshdesk. Note that the https:// prefix and .freshdesk.com suffix are already in place.
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API key: Enter the API key into this field. Paligo and Freshdesk use the API key to authorise the connection.
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Folder ID: Enter the folder ID for the Freshdesk folder. Paligo will copy and transfer the Paligo content to this folder. To find the folder ID, display the folder in Freshdesk and look at the URL in the address bar. The URL contains two IDs, one for the category and one for the folder. You need to use the second ID, which is the ID for the folder.
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Select Save and then select Test.
Paligo attempts to connect to Freshdesk. If the connection attempt fails, check the url, API key, and folder ID carefully for errors.
You have now set Paligo to connect to your Freshdesk. The next step is to publish content to Freshdesk.
To publish your content to Freshdesk.
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In the Content Manager, display the options menu for the publication that you want to publish, and select Publish.
To publish to Freshdesk, you have to use a publication. You cannot publish individual topics to Freshdesk.
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On the Settings tab, select HTML.
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Choose the Freshdesk layout that you want your publication to use.
As this is your first time connecting Paligo to Freshdesk, we recommend that you choose the built-in Freshdesk layout.
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Choose the Languages to publish to. If you do not have any translations, you can only select the original/source language.
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If you have set filters (Profiling attributes) on topics or elements, and/or have used variables, choose which values to use for the publication. See Filtering / Profiling and Variables to learn how to use these features.
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Select Publish document.
Paligo "pushes" the content in the publication to Freshdesk. Your content is mapped to the folder that matches the Folder ID and new articles are created. Note that Paligo can create new articles, but it does not delete articles.
Note
If you already had content in your Freshdesk, you may get duplicate articles the first time you publish from Paligo. It is important that you keep the ones Paligo created. To find out more, see Map Content from Paligo to Freshdesk.
Note
If you publish and there are broken cross-reference links, you may be able to solve this problem by publishing again. To find out more, see Map Content from Paligo to Freshdesk.
When you publish from Paligo top Freshdesk, Paligo will:
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Create new articles in Freshdesk to match the topics in your publication
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Update existing articles in Freshdesk with new content from the matching topics in Paligo.
This process of matching topics to articles and creating or updating them is called "mapping". In the following sections, you can learn how Paligo maps content to Freshdesk and how to troubleshoot common issues.
Freshdesk content has to be organized into a Category > Folder > Article structure, where the Category is the type of information being provided, and Folder is for grouping related articles. For example, you could have a category about "Troubleshooting" and folders for "Connection Issues" and "Setup Issues". Paligo does not have this strict structure, but it does need to map content to it, and this is how it is done:
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In Paligo's integration settings, there is a Folder ID. From this, Paligo can find out which Freshdesk Category and Folder should receive the content from Paligo (see Paligo to Freshdesk).
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In your publication structure, you have top-level topics. These are mapped to articles in Freshdesk.
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If your publication has lower-level topics, these topics are mapped as subsections in the articles. The heading level of the subsection corresponds to the topic-level in Paligo, so a level 2 topic in Paligo will have a higher heading level than a level 3 topic.
In the example image shown, the entire publication is mapped to a folder in a category. The top-level topics, "About ACME Smart Home" and "Quick Setup" are mapped to articles in Freshdesk. The second-level "Quick Setup Instructions" topic is mapped as a subsection in the "Quick Setup" article. The third-level "Install Smart Home Software" topic is mapped as a subsection of "Quick Setup Instructions".
When you create a publication to be published to Freshdesk, consider how Paligo maps the content into the Freshdesk structure. Organize your publication so that your content will map to folders and articles and give you the structure you want in Freshdesk.
Note
You may get duplicate articles when you first publish to Freshdesk. To find out why this happens and how to resolve it, see Duplicated Articles when you Publish to Freshdesk.
If you have broken cross-references, see Map Cross-References from Paligo to Freshdesk.
When you publish to Freshdesk for the first time, Paligo will "push" all of the topics in a publication into Freshdesk. There is no mapping with this first publish. Instead, Paligo creates new articles for the topics. So if you already have those articles in Freshdesk, you will have duplicate articles.
To solve this problem:
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Delete the articles that were originally created in Freshdesk
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Keep the articles that Paligo created automatically in Freshdesk.
This will leave only the articles that Paligo created for you. Paligo recognizes the articles it created and so when you next publish to Freshdesk, Paligo can update those articles rather than create new ones.
Paligo can only update articles that it created. It cannot update articles that were originally created in Freshdesk. This is because when you publish content from Paligo to Freshdesk for the first time, Paligo keeps a record of the topics and articles. It uses the record to track the relationships between the topics in Paligo and the articles it creates in Freshdesk.
When you first publish from Paligo to Freshdesk, you may get broken links. This is because when Paligo creates an article in Freshdesk, if it contains a link, the link will only work if the target article exists too. But the target article may not have been created yet in the publishing process. If you have this problem, publishing from Paligo twice should solve it.
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In the first publish, Paligo will create the articles, but may not be able to resolve all of the links.
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In the second publish, all of the articles will exist in Freshdesk, so Paligo can then resolve the links.
If you still have problems with broken cross-reference links, contact Paligo support for assistance.
To publish content from Paligo to Freshdesk, you will need to use a Freshdesk layout. Think of layouts as a collection of settings that Paligo will apply to your content when you publish.
For publishing to Freshdesk, Paligo uses Freshdesk Layouts, which are special types of HTML layout. They are based on the layouts that Paligo uses for Zendesk.
Note
A Freshdesk Layout is for defining how Paligo features and content are published to Freshdesk. They are not used for styling the content in Freshdesk.
To get you started, Paligo includes a built-in Freshdesk layout and you may find that its default settings are suitable for your requirements.
But you can also create your own Freshdesk layouts.
Paligo has a built-in Freshdesk layout that you can use for publishing. But if you need to apply different publishing settings, you can create your own Freshdesk layout, customize it, and use that instead.
To create a Freshdesk layout:
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Select Layout.
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Select Create New Layout.
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In the Layout Title field, enter a name for the new layout. Set the Output Format to Freshdesk and then select OK.
Paligo creates your new Freshdesk layout. If you select it on the Layout page, you can edit its settings.
The Freshdesk layout has General, Toc and chunking, Classes and attributes, and Verbatim (code and software) tabs. These settings work in a similar way to those on the HTML5 layout, see HTML5 Layout Editor Options.
To publish your content to Freshdesk.
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In the Content Manager, display the options menu for the publication that you want to publish, and select Publish.
To publish to Freshdesk, you have to use a publication. You cannot publish individual topics to Freshdesk.
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On the Settings tab, select HTML.
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Choose the Freshdesk layout that you want your publication to use.
As this is your first time connecting Paligo to Freshdesk, we recommend that you choose the built-in Freshdesk layout.
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Choose the Languages to publish to. If you do not have any translations, you can only select the original/source language.
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If you have set filters (Profiling attributes) on topics or elements, and/or have used variables, choose which values to use for the publication. See Filtering / Profiling and Variables to learn how to use these features.
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Select Publish document.
Paligo "pushes" the content in the publication to Freshdesk. Your content is mapped to the folder that matches the Folder ID and new articles are created. Note that Paligo can create new articles, but it does not delete articles.
Note
If you already had content in your Freshdesk, you may get duplicate articles the first time you publish from Paligo. It is important that you keep the ones Paligo created. To find out more, see Map Content from Paligo to Freshdesk.
Note
If you publish and there are broken cross-reference links, you may be able to solve this problem by publishing again. To find out more, see Map Content from Paligo to Freshdesk.
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