Article links from Category page are broken

9 コメント

  • Kyle B

    Can you post the URL to your Knowledge Base? And also, can you take a screenshot of the whole page of a broken article (from within the Manage Article section)? Hopefully, this is an easy fix.

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  • Breanne Ross

    Sure.

    The url is help.hellosticky.com

    Here are the screenshots:

    1. This is what it looks like for the "Installation" section on the back end when I am signed in
    2. This is what happens when I try to preview it to see what it looks like for a customer:
    3. Every section of the Guide results in the same error 

    Thank you for your help.

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  • Breanne Ross

    I'm sorry, I don't know why the screenshots didn't come through - here they are again:

    1. This is what it looks like for the "Installation" section on the back end when I am signed in

    2. This is what happens when I try to preview it to see what it looks like for a customer:

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  • Kyle B

    Hi Breanne, I'm not seeing the screenshot but I don't think I need it anymore. I did some looking and I think I found the issue. Can you send me a direct link to an article? One that opens. I tried searching for a bunch of random things but am not able to find any article (this might be part of the issue or it might just be I'm not good at searching). 

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  • Kyle B

    I just saw your update. I guess we were both typing at the same time. Thanks! I looked around and don't know enough to troubleshoot this "from the outside." I'd have to log in and look around, but I doubt you'd want that. I'd be more than happy to troubleshoot over the phone, maybe do a screen share or something? That way I can see the code without having to log in. If you'd rather wait to see if anyone else knows the answer, that's also fine by me. 

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  • Breanne Ross

    Hi Kyle,

    I would love to chat on the phone and do a screen share. Please call 780-982-6980 whenever you are available. 

    Thanks for your help.

    Breanne 

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  • Kyle B

    We were able to get it resolved, so I figured I'd do a summary in case anyone else runs into this same issue. In short, it was a strange issue, and the fact that it prevented us from even seeing a draft from the admin side is even stranger. 

    To note: All categories and articles were published properly. 

    The cause was the language settings. Since this is a Canadian business, the language was set to "English (Canada)," but looking at the URL, it was showing "https://help.hellosticky.com/hc/en-us/articles/..." I'm thinking the "en-us" part was conflicting with the settings. So we changed the Zendesk language settings to English (United States) and were able to see the Guide properly. Maybe this is something the Zendesk folks should look at as the URL's might need to update after a setting change, or maybe it's something else. Either way, here is how to change the language settings:

    1. Open Zendesk Guide as an Admin.
    2. Go into the Settings by clicking the gear icon.
    3. Go into the Language Settings section.

    Now, here is where Breanne and I saw different things, so you might have to either:

    • Open the Language drop-down and select English (Unites States), or;
    • Click Add New Language and add English (Unites States)

    Another thing you MIGHT have to do is open an article from Article Manager and change the language selected at the top. 

    After saving, we tested, and everything worked properly. I'm glad we were able to figure that out!

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  • Breanne Ross

    Kyle, you were AH-MAZING! Thank you so so so much for all your help.

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  • Kyle B

    hehehe thanks Breanne and you're very welcome! I'm happy to help :D I'll forward my invoice to the Zendesk Support department... hahaha. 

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