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  4. How Can I Migrate Knowledge Base to Zendesk Guide? [+Video]

How Can I Migrate Knowledge Base to Zendesk Guide? [+Video]

Migrate Knowledge Base to Zendesk Guide

Help Desk Migration Service allows migrating Articles, Folders (in Zendesk they are called Sections), and Categories from the Knowledge Base (Help Center) of your current help desk to Zendesk Guide.

Knowledge Base in Zendesk is a separate product that is called Zendesk Guide. You have to manually activate, prepare, and release it before your clients can actually use it.

Before you start your migration, make sure you have activated the Knowledge Base (Help Center) to be able to transfer your knowledge base content.

How to enable Zendesk Guide in setup mode

1. Sign in to Zendesk as an administrator.

2. Click the Zendesk Products icon in the top bar, then select Guide.

Where to find Zendesk Guide

3. On the page that appears, click Build your knowledge base.

Now, you can start your data migration to Zendesk.

It is also possible to migrate your Knowledge Base separately as a CSV file. Here’s a guide on how to prepare your CSV file correctly.

If you can’t see this button in the interface, it means that you or someone in the company have already activated the Zendesk Guide.

Remember your Knowledge Base isn’t visible to your customers until you go live with it. So, once the migration is complete, you can change or add anything before your customers can start using the help center.

How to migrate articles to a specific brand in Zendesk

In Zendesk, each brand has a unique URL that you can use during the setup process to migrate articles to a chosen brand. To find that URL go to Admin;Manage;Brands;Click on the target brand.

Brands in Zendesk

Copy the Subdomain address and paste it into the Migration Wizard.

How to set up the needed languages in a Help Center

Before setting up your knowledge base migration, be sure to add the languages versions you have on the source platform to Zendesk. This way, you can choose an automated option “Migrate content translations” to move localized articles, sections, and categories.

Here’s how to enable a language in your Help Center:

1. Open up Zendesk Guide and then select Guide Admin.

2. In Guide, click the Settings icon in the sidebar.

3. Then pick Language settings.

Zendesk Guide Settings

4. Press on Add a new language.

Zendesk Language Settings

5. Choose from any of the supported languages and fill in the Help Center name.

Zendesk Help Center

6. Click on Add language.

Zendesk Add Language

Repeat an action if you need to add more than one language.

Note: the automated option is available if your source help desk is Freshdesk, Intercom, or Salesforce Service Cloud.

Looking for more data migration details?

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