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Philipp Sondras

Joined Apr 15, 2021

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Last activity Nov 01, 2021

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ACTIVITY OVERVIEW

Latest activity by Philipp Sondras

Philipp Sondras commented,

Community comment Discussion - Tips and best practices from the community

Phil, Brett, Cole:

this is currently not supported. There was a trick where you could set your default help center & default language to whichever knowledge base you wanted to export but this recently stopped working. We're working on a new app version that will let you do that properly, I will post here as soon as we have something usable

Mohamed: will get back to you today

View comment · Posted Feb 16, 2018 · Philipp Sondras

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Philipp Sondras commented,

Community comment Discussion - Tips and best practices from the community

Hey all,

Jacob & Greg: I looked into the issue and re-enqueued the backup jobs that were in progress for so long, please let me know if you haven't received an e-mail about your backup by tomorrow

Jason: I'm glad you like the app, right now I'm focusing most of my time on getting a version of the Knowledge Base Import app done so you can import your backups back into your help center, 

Scott: That's great feedback, thank you. The tag overview might have to wait a bit, but I'll add the independent article language to the backup soon

I appreciate all your feedback and will continue to post updates about the app here

View comment · Posted Aug 07, 2017 · Philipp Sondras

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Philipp Sondras commented,

Community comment Discussion - Tips and best practices from the community

Thank you for the feedback!

Scott, do you mean you have German/other language articles that are not translations of your English articles, but separate articles?

Articles in draft status should be included, does your account (/the account you used to configure the app) have read access for those articles?

Labels are included, you can see them if you open an article ( they are prefixed with "Tags:" )

View comment · Posted Jul 10, 2017 · Philipp Sondras

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Philipp Sondras created a post,

Post Discussion - Tips and best practices from the community

Hey everyone, a couple of weeks ago I was wondering how I could back up all my knowledge base content and after some research I was a bit disappointed as my only options were

  • upgrade to a plan that I couldn't afford at the moment
  • write your own backup script that's using Zendesk APIs
  • use a Windows app - haven't touched a Windows machine in years yay

So I decided to write an app that makes exporting knowledge base data a breeze for everyone.

You can find the latest version in the Zendesk Apps Marketplace

How to install & use TL;DR

  1. Head to the Zendesk Apps Marketplace & click install
  2. Add an API access token in the app config ( how to create API access tokens )
  3. Open the app and click "CREATE FIRST BACKUP"
  4. 🎉

Depending on the size of your help center a backup can take some time, you will receive an e-mail when your backup download is ready.

What does the backup contain?

  • categories
  • sections
  • articles
  • tags
  • translations
  • attachments (downloaded, not just linked)


The Backup File Structure

/data/data.json                # All the data as 1 (soon to be importable) JSON file
/data/.log # Backup log
/html/[your knowledge base structure]... # A locally browsable copy of your knowledge base
/index.html # A backup summary - start here!
/README

If you open the /index.html you can see a backup summary and the hierarchy of your knowledge base:


Other Use Cases

Translation management. Sometimes you don't want your translators to have access to your internal knowledge base, by exporting your knowledge base you can pick specific pages and hand them to your translators


Roadmap

- Automatic Backup Scheduling
- Multi-Brand Backups


I hope this app is useful to you. As always, I'd love to hear your feedback, questions, and suggestions!
You can send me a message to patrick@kolibridigital.com any time :)


PS: I'm also currently working on a Knowledge Base Import app that will let you import your backups on a global and per article/section/category level (have a sneak peak)

Posted Jul 07, 2017 · Philipp Sondras

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Philipp Sondras created a post,

Post Discussion - Tips and best practices from the community
"Hi Patrick, 
we really love your product, could you please send us a
printable user manual so we can have an in-depth look at it? Thanks!"

I was shocked when one of our biggest new customers asked me that question. We just moved to a 21st century solution for all our customer support and knowledge sharing activities (yay Zendesk <3) but struggled to deliver on this request in time.

We really love our customers and don't want that to happen again, so we decided to build a Zendesk app that makes exporting knowledge base content as a PDF a breeze. We hope you can benefit from it too! :) (If you do, please let us know! <3)

How does it work?

It only takes 5 minutes, here is how

1. Install the Knowledge Base to PDF Zendesk App

You can find the latest version of the app in the Zendesk app directory. Click install

1.1 Private Help Centers

In order to make the app work with a private help center it is required to configure the app's email (your agent's e-mail) and token field.

Here is how you can obtain a token: https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token- 

If you already installed the app and want to configure the fields afterwards you can do that at Admin / Manage / Knowledge Base to PDF / Change settings

* The link above explains how to obtain an API token. Make sure to use your agent's e-mail, otherwise the token won't work

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After successfully installing the app you can access it by clicking on its icon in the left navigation bar:


2. Configure your PDF User Manual

Set a PDF front page title

This text will be shown on your first page, it should describe the document. e.g. [MyProductName] User Manual, etc


Optional: Select categories you want to export

Don't want to export your whole knowledge base? No problem!

This UI control enables you to filter the content that will be included in your PDF. Select any number of categories by clicking on their label, it will only include articles that are part of your selected categories.

3. Download it

A click on the "CREATE USER MANUAL" button will get you to the next step and the download will trigger automatically. Voila, that's it!


Note: This step can take from a few seconds to a minute depending on the size of your knowledge base.

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Other popular use cases

Product Knowledge Base Versioning

You just released a new version of your product that will require changes of your knowledge base articles, but you still have to support previous versions of your product.

No problem! Create a snapshot of your whole knowledge base as a PDF user manual before changing the articles for your new product and send it to customers requesting documentation about older versions

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Updates

2017-05-01: Added support for generating PDFs from private help center content

Contact  

If you have questions, feedback, or love the app, please leave a comment or contact us directly: support@kolibridigital.com 

Posted Apr 16, 2017 · Philipp Sondras

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