Open Import & export on the Knowledge base page.
Import
Choose where the file comes from:
| Source | File |
|---|---|
| Markdown | One .md file, or a .zip of them. Folders become collections. A title, slug, collection, visibility and summary can sit in front matter between --- lines |
| CSV | A header row with title and body, and optionally slug, collection, visibility and excerpt. HTML in a body is converted to Markdown |
| Zendesk | The JSON export of your Help Center articles and sections |
| Help Scout | The JSON export of your Docs articles and collections |
| Freshdesk | The JSON export of your solution articles |
You must confirm that you have the right to import the content. Then:
- Everything arrives as a draft. Nothing is published and nobody is emailed.
- Running the same file again changes nothing. A newer file updates articles that are still drafts and that you have not edited here. Articles you edited or published are left alone.
- Anything that could not be brought over is listed, not dropped silently: attachments, internal notes, tables that were simplified, rows without a title.
- Files up to 10 MB, and up to 1,000 articles per file.
Export
Choose published articles or everything, and whether to include translations and earlier published versions. You get a zip with:
- one Markdown file per article, with its settings in front matter,
- translations next to their articles, and published versions if you asked for them,
articles.csv, an index for spreadsheets,manifest.json, listing every file with a checksum, the collections and their audiences, and the glossary.
Customer groups appear by name and member count only. The email addresses of the people in them are never exported. The download link is valid for 24 hours and works only while you are signed in to the workspace that owns the help center.
Exports and imports run in the background; the page updates by itself. The files in an export read back through the Markdown import.
Agents and the API
create_knowledge_import, get_knowledge_import, create_knowledge_export and get_knowledge_export, and the matching REST endpoints under /api/v1/knowledge.