Importing and downloading your theme and manifest file (Guide Professional and Enterprise)

Return to top
Have more questions? Submit a request

38 Comments

  • Kelsey Hales

    Hey, is doing a manual export of the theme the best way to implement version control of the Help Center? If that's the best method, could we have that added to the API so we can make our own version control scripts? 

    2
  • Karen D Snyder
    Community Moderator

    As of today, I am unable to export or import themes. The export or import operation takes longer than usual, and then fails with the cryptic error message 'Failed to import theme. We were unable to complete the import of this theme'. These are themes that I have previously been able to export or import without a problem. I tried restarting my PC, but it didn't fix the problem.

    1
  • Shammel

    Hi, Alicia. I see the new UI now. It said it would be working yesterday (11.20.2017) but it seemed to kick in today. Thanks!

    1
  • Karen D Snyder
    Community Moderator

    I just tried to import a theme and received an error message that states:

    Failed to import theme

    We were unable to complete the import of this theme.

    This message provides no details to indicate what the problem is with the theme. The import theme error messaging needs to be improved to give details on why the import failed.

    0
  • Mauricio Adhemir

    You should consider making tutorial videos of all this, if you see that it is too difficult to explain, imagine how difficult it is for your clients.

    0
  • Augusto Silva
    Zendesk team member

    Hey @Karen,

    In most cases, we will provide the user with a specific message - for example, templates with syntax errors or oversized files.

    If you are still seeing this generic message, please submit a request our way and we'll try to get this corrected.

    Thanks,

    Augusto

    0
  • Muhammad Alyas

    Hi,

    I am trying to import a theme (which I exported earlier) , but getting error message "Failed to Import: Please upload a valid zip file under 30 MB".

    My theme zip file is valid and exported from the "customize design" screen using the export option.

    is there anything else needed?

    Thanks

    0
  • Muhammad Alyas

    @Augusto Thanks for response.

    It sure is below 30 MB, actually it's just ~1 MB. and it's exported using current interface.

    Thanks.

    0
  • Sergio Anarte

    Hi guys, 

    Does anybody know if we could export these files using Help Center API?

    Thanks!

    0
  • Nicole S.
    Zendesk Community Team

    Hey Don -
    I see that you're getting answered in a private ticket, but let us know if you have any further questions!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Mauricio Adhemir,

    This article goes into detail on making small brand edits like editing font. Let us know if there is anything else we. can answer. 

    Branding your Help Center

    Best regards. 

    0
  • Alicia Gonzalez

    Hey Shammel! Could you share a screenshot on the options that you see?

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Abdul,

    I'm going to create a ticket for you as well since you also have accounts experiencing this issue. Thanks for sharing this with us and you should receive a follow-up email shortly!

    0
  • Ryan McGrew
    Zendesk Product Manager

    Hi!

    Yes, the folder structure will need to be the same for all themes.

    Not sure exactly what you mean, but the HTML of the templates, CSS and JavaScript can be completely customized you just need to use the templating language we provide

    Yes, you can use your own fonts! Just include them as an asset and use the $asset helper in CSS to use them. Here's an article on that. 

    Thanks!

    0
  • Jessie Schutz
    Zendesk team member

    Thank you for sharing, Jenesses!

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hi Mauricio Adhemir

    Just to confirm, you are trying to upload a template to your Help Center? If so, you may want to check out the Adding multiple article, section, and category templates to your theme.

    Let me know which part you are having difficulties with and it would be a great help if you can provide screenshots too. Thank you!

    0
  • tcorneliusart

    Hi, 

    I have a two questions:

    Does a custom theme zip file need to contain the same folder structure as the Copenhagen theme? 
    Does my html syntax need to match what is used in the Copenhagen theme?

    Am I able to import my own fonts?

    Thanks

     

    0
  • Sumaiya Afzal

    Hello

    I'm trying to export our current Theme but I can't find the Themes Export setting as described here. Is this only available for the new Theming experience? We haven't migrated to the new Theming experience yet. 

    I need a way to export/bulk download our theme assets that are no longer supported.

    Thanks! 

    0
  • James Sanford

    Hey Brendan!

    It sounds like you're running into the error "The file you attempted to upload has illegal characters in the file name. Filenames should only have alpha-numerical characters, _, -, and +."

    As an initial suggestion for anyone else reading this and experiencing similar issues I would encourage a review of your file names to ensure they do not contain restricted characters or spaces.

    To ensure we can get this working for you Brendan I am going to create a ticket so I can review this in greater detail with you.  Please keep an eye out in your email so we can take a look at this - thanks!

    0
  • Shammel

    I'm trying to use ZAT locally but it says I have to first export a theme. I don't see the option to export or import. Our plan is Guide (legacy) and is currently greyed out (we can't change the plan).

    Any help is appreciated.

    0
  • Jenesses Caberio

    I also experienced importing a theme which is just 329kb (zip file). The error was "Please upload a valid zip file under 30 MB. I exported the theme from our production instance and was trying to import it to our sandbox.

    This was fixed by using Chrome incognito window on export and import theme.

    0
  • Steve Morrell

    We have a new theme that we have been working on in the sandbox. It includes images in the assets.

    We have exported that theme, and imported it into production. It all works, and the assets are imported, but none of them appear in the display.

    I have tried replacing them, deleting and re-adding them, but no luck.

    Thoughts?

    Steve

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Karen,

    This seems like a bug so I'm going to get a ticket created on your behalf so our Support team can investigate this further. You'll receive a follow-up email shortly after your ticket is created.

    Thanks!

    0
  • Abdul Qabiz

    I would like to confirm that we have noticed at least two different accounts where import and export is failing after timeout. Our customers thought that something is wrong with our theme, but I investigated and found out -- it's some issue with theming infrastructure. Is it because of recent change? Or is it only affecting new Guide accounts?

    I was able to import theme in our accounts (one without GIthub EAP, hence old import UI; one with Github EAP). I believe, either some pods or new accounts are affected.

    It's critical issue, kindly get it investigated and fixed. Cutomers are unable to launch their new help-center, and it's affecting their timeline.

     

    Thank you

    0
  • Ryan McGrew
    Zendesk Product Manager

    Hi Stephen,

    That should be fixed. Not sure what's happening here. I'll file a ticket and we can figure it out there. 

    Thanks!

    0
  • Don Clark

    I'm trying to export a theme from my production instance and import it into another "brand" - every time I try, I get a (very brief) toast message saying either "There was an error" or "This file type is not supported: <filename>.eot." 

     

    0
  • Nicole S.
    Zendesk Community Team

    Glad to hear you got things working, Shammel! 

    Also, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

    0
  • Mauricio Adhemir
    Why is Zendesk not intuitive at all?

    I am trying to import a template, can someone please tell me where I can see the specifications to import the template! I have been trying to finish my website within Zendesk for two weeks and it is only informative. All I want now is to be able to export my template please! I repeat, where can I read the specifications to import correctly?

    0
  • Brendan Farrar-Foley

    When I export a theme from the main Zendesk Help Center and attempt to import it into the sandbox, I get errors about filenames with illegal characters.  They flash up rather than displaying so I can copy the errors somewhere I can research.  

     

    Why doesn't the export from the help center import properly?  This doesn't make sense.  

    0
  • Ryan McGrew
    Zendesk Product Manager

    Hi Sumaiya,

    Yes, export is only supported via the new theming experience. However, if you have less than 100 MB of assets you can still migrate to the new experience with your these assets. You can then export the theme and make your update from there in the new theming experience.

    Thanks!

    0

Please sign in to leave a comment.

Powered by Zendesk