Zendesk's Process for Authoring and Publishing Docs
How does Zendesk author and publish its product documentation?
Zendesk authors its product documentation using Oxygen XML Author, which allows for creating and updating content in DITA files. These files contain structured content without styling, which is added later through CSS in the Guide theme.
When ready to publish, Zendesk transforms the DITA files into XHTML and uploads them to the help center using the Help Center API. This process ensures that documentation is published efficiently, often coinciding with product updates or releases.
More related questions
What is DITA and why does Zendesk use it for documentation?
DITA, or Darwin Information Typing Architecture, is an XML-based data model used for authoring and publishing content. Zendesk uses DITA because it allows for efficient management and publishing of large documentation sets across multiple channels…
How does Zendesk manage its DITA files and images?
Zendesk manages its DITA files using GitHub, where writers create branches, make changes, and submit pull requests for peer review. This process ensures quality and consistency across documentation. Images are stored in Amazon S3, a scalable cloud…
How does Zendesk handle localization of its product documentation?
Zendesk publishes its product documentation in multiple languages, including German, Spanish, French, and more. The localization process involves downloading English articles and images using the Help Center and AWS APIs, then handing them off to a…
What tools does Zendesk use for DITA authoring and publishing?
Zendesk primarily uses Oxygen XML Author for DITA authoring, which provides a robust environment for creating and updating content. The tool supports features like search, validation, and XHTML transformations. For publishing, Zendesk uses the Help…
What are the benefits of using DITA for Zendesk's documentation team?
Using DITA offers several benefits for Zendesk's documentation team, including enforcing a disciplined content structure and allowing easy content reuse. DITA's XML format ensures that content is versatile and manageable, making it easy to move and…
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