Troubleshooting your Github integration with Guide themes

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  • Gabriele Sannicandro


    I have a "failed to import theme" error. I've checked url, permission and so on .. but the problem still remain. Another idea?

  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Gabriele,

    Would you be able to link us to this repository if it's public? That will help us to troubleshoot more effectively. 
  • Miguel Romero

    I'm integrating a new theme via github and seeing the changes in a virtual environment with ZAT. It is the second time in the day, that in the theme options, "update from github" stops appearing.

    I have already been working for days with the update from github, but today it started to fail.

  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Miguel,

    This sounds like it may be a caching issue. Can you try clearing your cookies and cache and seeing if that resolves your issue?
  • Lucas Macedo

    Hello guys, good afternoon!

    So, I'm having problems to update an existing Zendesk Guide Theme that is integrated with a GitHub Repo, because the first upload was make by a different user than that it's trying to update it now.
    It seems like Zendesk are associating the user and when another user try to update it, falls in an error.

    Does anyone has passed through this kind of situation?

    Thanks in advance!

  • Gustavo Oliveira
    Zendesk Customer Care
    Hi Lucas,

    I am creating a proactive ticket, so we can discuss the case.
    Best regards,
  • Joshua Lee

    Has this problem been resolved? I am still having issues import theme from Github and I followed the trouble shooting guide.

  • Dion
    Zendesk Customer Care
    Hey Joshua,

    I encourage you to contact our support team and provide more details about your issue so that we can check.


  • Simon


    I keep getting the incorrect URL error. We have Github Enterprise cloud and wondering if the integration supports this?


  • Dane
    Zendesk Engineering
    Hi Simon,
    Based on Setting up the GitHub integration with your Guide theme, GitHub Enterprise is not supported.
  • Tomas M. Parra

    Hello, community! 

    I'm trying to upload a Zendesk theme from GitHub. 

    I tried many ways and the error is always the same:

    The repository you tried to access could not be found. Check that you have written the URL correctly and that you have rights to access the repository.

    To take into account: 

    • The repo is private (I don't think it is realted, but I can make ut public if its needed so you can troubleshoot).
    • This account is NOT an enterprise account. 
    • I was able to clone the repo to my GitHub Desktop with no issues.
    • The manifest json is present. 
    • The repo is brand new and the branch is the main one. It doesn't work when specify it neither. 
    • The theme is a custom version of Copenhagen theme, I didn't delete any files, just modified script.js, styles.css and some templates. 
    • Zendesk is authorized to access this repo. 

    I went through the troubleshooting guide from bottom to end and I just cannot get it right. 

    Please If you could assist on this one it'd be great. 

    Thanks so much!






  • Tipene Hughes
    Zendesk Developer Advocacy
    Hey, Tomas!
    Are you still running in to this issue? If so, let me know and I can take a look in more detail. If you're comfortable sharing your repo here, that'd be great. Otherwise, I can pull this in to a private ticket so we can troubleshoot further.
  • Tomas M. Parra

    Hello Tipene!
    Sorry for not updating this matter sooner!
    Yes, i was able to solve it.
    The issue was that i gave Zendesk permission to access the repo from a test GH user (same organization) and apparently Zendesk only allows one OAuth connection.
    As soon as I removed the OAuth coming from that user in GitHub OAuth section i was able to re-sync with the desired user. My bad.
    Thanks for the follow up!!!


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