[TR] Article Editing Templates (IKB)

Type 1: Question from user + Standard reply

NOTE: Sometimes Section "1. Question" can be called "1. Symptoms". This applies when the user gets an error and our reply addresses how to fix the issue

1. Question:

1.1 Short (1 sentence) description of the article's purpose or the user's question

2. Standard Reply:

2.1 Answer:

Our Standard reply. (Optional if more solutions exist to a problem, the reply might have more options. Please choose the one appropriate to the case). The

type insertions are also used for "editor's notes"

Option 1:

Answer here

Option 2:

Answer here

2.2 Follow-up:

Answer here

3. Cause/Background information:

3.1 Reference: Zendesk Support Request

OR

3.1 Reference: Forum Topic

3.2 User Question: a quote of the user's question with the code:

text

. This is applicable only if the issue is too complex and we cannot explain it properly in section 1.1

This is a quote of the user's issue. This is a quote of the user's issue. This is a quote of the user's issue. This is a quote of the user's issue. This is a quote of the user's issue. This is a quote of the user's issue. This is a quote of the user's issue

3.3 In this section additional background technical information should be added if applicable. This section (3.3) is also optional

Optional Category: This section has no numbering, but lists all the users/cases where the issue is applicable. Example below:

4. Applicable to:

Unlicensed users.
Users who still use Revit 2015
Users who do not use officially supported apps.

Optional Category: List of links to other articles that address a similar issue. Similar to 'Applicable to' - no numbering needed here either

5. See also:

• Knowledge Base: this is a link
• Blog Post: this is a link
• Internal Knowledge Base: this is a link

Note: "this is a link" should be replaced with the name of the article and the link embedded to the text - Eg: Are Lumion updates free?

Type 2: Articles which are a "List" of smaller parts

Note: Certain articles have a slightly different format. They are a list of errors/ issues/ questions with very short answers. As an example please see one of the ' Technical Limitations' articles

1. This is Section 1 of the List-type article which is the question header

eg: "Why is Lumion 8 a bit slow when I open a 25 GB file?"

1.1 References: Forum Topic - Lumion 8 Poster quality question

1.1 is a reference to the original question and/or solution. the format is:

1.1 References: Type of reference in Italics - Link in italics

the 'type' is either 'Zendesk Support Request', 'Forum topic', 'GChat: Name on date'/em>

1.2 Answer:

This is where we type our answer regarding the topic above

1.3 Workaround

This is where we describe the Workaround. If there is none, please type 'Not Applicable.'

Optional: In the section below, any technical data or information that explains the lack of a Workaround should be added. Again, the applicability or existence of this Section varies from case to case.

1.4 Background information:

1.4.1 Information type 1:

This is information written by the article creator

1.4.2 Information type 2:

This is a quote with information

2. This is Section 2 of the List-type article which is the question header

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3. See Also:

• Internal Knowledge Base: [TR] Article Editing Templates (IKB)

 

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ARTICLE SUPPORT (from transfer to HubSpot):

1. Tables:

Tables were not able to be imported via HubSpot Importer. Any Tables in this article are now based on a DIV Conversion. Same is also the case for the transfer of articles with tables in the EKB.

You can add new (basic) Tables in the HubSpot Editor directly.

If the layout does not work, then you can copy/paste or recreate the old Table from ZD. Where possible the Table has also been copy/pasted from the source page (see link below in 3.). Instructions, see this article: Copying an old Zendesk Table over to HubSpot

2. Finding the reference to the old Zendesk Ticket in HubSpot:

Use this Support article:  Finding the reference to the old Zendesk Ticket in HubSpot

and for ZD ticket Search in HubSpot following step 1 in above article:

3. Source Zendesk article:

A source and backup copy was made of all articles 9 June 2025.

The saved HTML files and images are in subfolders of: HTML files and images subfolders.

See also Support article in 2 above.

Backup/copy article: [TR] Article Editing T... (360014776040).html

4: Quick Link to Zendesk IKB article:

(not available when Zendesk closed)

[TR] Article Editing Templates (IKB)