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Exporting Knowledge Base Data from Kayako Classic

Migrating Knowledge Base articles from Kayako Classic can be quite tricky since there are quite a few peculiarities that you have to keep in mind.

First of all, you have to consider the database hierarchy of articles. Normally, it goes - Category > Folder > Article. However, Kayako Classic allows you to create articles with no Folders, creating the two-level hierarchy of Category > Article. If it works for you, that’s just fine, however, when it comes to data export, you might face some shift in the structure on your target help desk.

Most of the help desks out there only support the articles with a three-level database hierarchy. Thus, when making a switch from Kayako Classic with a two-level database hierarchy to another solution, your migration is set to fail. In order to prevent that, our agents create the ‘missing’ folder. After that, the exported articles 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 that we create to keep the migration running.

If that’s not something you would like to have upon transfer, if possible, we suggest you go through your articles prior to migration and make sure they all have a three-level database hierarchy. Just make sure to add the article to the folder of the existing category. Otherwise, there’s nothing we can do to change the acquired hierarchy (Source Default Category > Source Default Folder > Article). 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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