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Exporting Knowledge Base Data from Intercom

When it comes to exporting Knowledge Base articles from Intercom, you may face a struggle with the organization of the database hierarchy.

To be more precise, there’s a three-level hierarchy of articles – Category > Folder > Article (Collection > Section > Article in Intercom). However, one can create an article without the section in Intercom, which can lead to the following structure – Collection > Article. While it seems harmless at first, when you decide to export Knowledge Base data, you’ll be surprised to find the shift in the structure on the target help desk.

The majority of other help desk systems support a three-level hierarchy only. Thus, for the migration to progress successfully, the Migration Wizard will automatically assign the articles to the default folder, and, then, Category if it doesn’t find them in the hierarchy. Thus, all the exported articles that are attached to the Categories without Folders will acquire the following hierarchy - Source Default Category > Source Default Folder > Article.

Note: ‘Source Default Category’ and ‘Source Default Folder’ are not actually ‘default’, it’s just a name we give to the category and folder created to keep the migration running.

To prevent that from happening in the first place, we advise you to check if your articles in Intercom have a three-level database hierarchy and if not, choose the needed section in the existing collection. Otherwise, there’s nothing we can do to change that. As a consequence, after the migration, you’ll have to manually assign the articles to the needed folders and categories.

If something wasn’t clear enough, or you’d like to get into more details, feel free to contact our support team for help.

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