Getting Started

Zendesk Publishing Structure

Paligo has no limit in the nesting of topics in a publication. Zendesk has 3 levels for structuring the content (Category, Section, Article), but really just one level of actual textual content, the article.

This means the topic levels of Paligo must be mapped to the limits of levels in Zendesk, and Paligo has two ways of doing that depending on the option chosen in the publishing dialog:


Before you publish live to your Zendesk site, make sure you have test published to a dummy category first (you can mark it as draft in Zendesk so it's not visible to users), or a test trial account, to make sure the structure and everything is working as you intend.

Multi-section option

With a publication structure in Paligo as in the image below, all top level topics (or "chapter level" if you will), become section titles in Zendesk. All topics on the second level become articles in that section. 

Top-level topic becomes section in Zendesk, and second level becomes article

As the image shows, the top-level topic content will also be inserted as the first article ("Introduction" in this example).

If a topic has several sub topic levels in Paligo at the third level and below, they will become sub headings in an article in Zendesk:

Topics 7.31 and 7.3.2 here become sub headings in the article 7.3 "Creating Topics and Other Components"


The multi-section option is the most recommended option for most use cases, as it will usually work well directly on an existing publication, creating multiple sections for each top-level topic.

For a concrete example of this option, take a look at the Paligo Help Center, published with the multi-section option and compare it to the original Paligo structure that you can see in the online help version.

Single-section option

With the single-section option, the whole publication itself becomes a section, and each "top-level" or "chapter" topic becomes an article. Every topic on lower levels becomes a sub heading.

This option is only recommended if you want everything in just one section, and have a rather shallow publication structure so each article would be rather short. 

Branching and publishing to Zendesk

Branching is a complex topic, and if you use it, we encourage you to do some testing so you really understand what's going on when you publish a branch.

A publication branch (a branch of a publication, as opposed to a topic), will reuse all the topics of the original publication initially. But each topic reference will have a unique id. This is so that you can create a new branch of a publication and publish it separately to Zendesk. If you now create branches of individual topics, you should do so directly from the nested tree structure under the publication in the Content Manager, i.e from the topic reference. Then the topic reference will retain it's id, even though the branch is new.

This can be quite hard to understand without testing it, so please do some testing before publishing multiple branches to Zendesk so you are sure you understand how it will be mapped.


If you branch a publication that has reused sub-publications in it, you need to make branches of each sub publication, and replace them in the new (main publication) branch. This illustration shows a sample structure. Notice how the sub publication is a separate branch as well:

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