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Help Center - Theme Import Timeout Error

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Enrico Monte

Posted Nov 26, 2024

HI! I’m working with Zendesk Help Center to create a custom Help Center and personalize the UI by customizing the theme code. 
To do this, I need to import the theme from a local environment or through a CI/CD pipeline using the following command (with ZCLI as specified in the documentation):

zcli themes:import --brandId=<BRAND_ID> 

However, the import process fails with the following output:

Creating theme import job... Ok  
Creating theme package... Ok  
Uploading theme package... Ok  
Polling job status... !  
›   Error: Import job timed out  

Are there any suggestions or specific configurations we should consider to resolve this? Perhaps a way to increase the timeout?

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    Amie Brennan

    Heya, 

     

    Few things come to mind to check on this: 

    1. Make sure you're using the latest version of ZCLI: 
      1. npm update -g @zendesk/zcli
    2. Are you using the correct command line to initiate this? The doc here says the below is the the command line to use. This is an example: 
      1.   $ zcli themes:import ./copenhagen_theme --brandId=123456
      2. This command line looks different to what you've posted above. 
    3. Would looking to utilise the github HC theme integration be a better option for you? If you're not already using it? 
      1. See config guide here
    4. ChatGPT is pretty good with helping resolve errors incase you haven't tried that yet either. 

    Hope this helps. :)

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    Enrico Monte

    Hi Amie,

    Thank you so much for your response!

     

    Unfortunately, I already have the latest version of the Zendesk CLI.

     

    About the import command, it is structured as follows:

    zcli themes:import <THEMEDIRECTORY> --brandId <BRANDID>

    If you run the command inside the theme folder, you can use “.” as the current theme directory or omit it, and it will default to “.” as described here.

     

    Unfortunately, I can’t use the GitHub integration because I have a GitHub repository containing multiple themes/brands, and to use the integration, you need to have only one theme per repository.

    Additionally, I have a robust CI/CD pipeline that allows me to choose whether to import the theme only or also publish it. It also ensures that unused themes are removed from the library, given that Zendesk has a limit of 10 themes in the library.

     

    Has anyone else encountered a similar issue and found a solution?

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    James Peterson - Eastern Logic

    Enrico Monte - were you able to resolve this?  A few troubleshooting steps I can think of:
    Are able to upload the same theme manually?
    Are you able to import the theme via API directly rather than thru ZCLI?
    You could also try asking in the Zendesk Platform Developer Slack channel; there's a few more people in there and they may be able to help as well.

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