Frequently asked questions

Privacy and security

Does my content leave Zendesk?

No. The app runs inside Zendesk Support in your browser, talks to the Zendesk API with your own session, and keeps its working copy in your browser's storage. We have no servers and receive nothing. The privacy policy lists exactly what is read and stored.

Why does it check external links through Zendesk?

A browser cannot ask arbitrary websites whether a page exists, so external URLs are requested through Zendesk's request proxy, which every Zendesk app uses for outside calls. The destination site sees a request for the URL and nothing else.

Do you use AI or any third-party service?

No. Every rule is a deterministic check, and there are no analytics, cookies, error trackers or AI services.

Does the app need an API token or a Zendesk admin account?

No token. It uses the session of whoever opens it. Installing an app from the Marketplace requires an admin, as with any Zendesk app; using it does not.

Permissions and roles

Who can scan?

Anyone who can read the help center. The scan adapts if your role cannot read user segments or permission groups.

Who can apply changes?

A role that can edit the articles involved: a Guide admin, or an agent whose permission group allows editing those articles. Writes that Zendesk refuses are reported as failed with the reason.

Can I restrict who sees the app?

Yes, on the app's installation settings in Admin Center you can limit it to certain roles or groups, as with any Zendesk app.

Safety of changes

What happens before something is written?

You see the list of changes with a diff, you can untick rows, a snapshot file is downloaded, and only then are the writes sent, one article at a time. See the Fix Center guide.

Can I undo?

Yes, from Activity, for the last 20 change sets of the session. Snapshot files can be restored at any later time. Archiving is the exception: restore archived articles in Guide under Manage articles, Archived.

What about content blocks?

Saving an article body through the Zendesk API turns content blocks (Guide Enterprise) into plain content, and the API cannot tell which articles use them. The app asks you to acknowledge this before any body is written, and prefers fixes that only change metadata. If you use content blocks, fix those articles in the editor.

Does the app change "last updated" dates?

Only when it actually writes an article. Writes that would not change anything are skipped.

Scans and limits

How long does a scan take?

About one API request per 100 articles, within a rate budget that leaves plenty of room for your agents. A few thousand articles take a minute or two; the external link check runs separately and can be paused.

Will the scan slow down Zendesk for my team?

No. Requests are queued with a per-minute budget well under Zendesk's limit and back off automatically if Zendesk asks.

Why is an external link "unverified" instead of "broken"?

Only a definite "not found" (HTTP 404 or 410) counts as broken. Login walls, bot protection, timeouts and server errors are reported as unverified so you never delete a link that works. Add such hosts to the skip list in Settings.

What does the Free plan scan?

The first 200 articles in the default language, with 50 external links checked per scan. All 34 rules run; 14 show only their count. Pro removes the limits.

Brands and languages

I have several brands. Which one is scanned?

The help center of the account you are signed in to. Settings and the Scan screen list your other brands. Multi-brand scanning is planned for the Business plan; until then, open the app while signed in to the other brand's subdomain.

Which languages does the scan cover?

Every language your help center is enabled in (Pro and Business). Missing, outdated and unpublished translations are separate rules. The app's own interface is available in English, Spanish, German, French and Portuguese (Brazil).

Plans and billing

How is the plan detected?

From your Zendesk Marketplace subscription. If the plan name is not recognised, the app applies Free limits and says so in Settings; contact support if that happens.

How do I upgrade, downgrade or cancel?

In Admin Center: Apps and integrations, Zendesk Support apps, Help Center Doctor, Change plan. Cancellation takes effect at the end of the billing period. See pricing for the details.

Is the price per agent?

No. One price per Zendesk account per month, whatever the number of agents.

Documents and templates

How do I get a PDF?

Click Print / Save as PDF, then choose "Save as PDF" as the printer in your browser's print dialog. Word, HTML and Markdown download directly.

Why do my templates not show on a colleague's computer?

Templates are stored in each browser. Export them as a file and import them on the other side.

Can I export my whole help center?

Documents are built for reading: a section, a category or a selection of up to 200 articles at a time, as print, PDF, HTML, Word or Markdown. The app is not a bulk export or backup tool.

Still stuck? See Troubleshooting or write to support.