Migrating existing content to your help center

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  • HDM Contact

    Follow this manual or just use a simple service Help Desk Migration to migrate your knowledge base to Zendesk https://help-desk-migration.com/zendesk

  • Nick Severson

    Hi folks - the link to "import users" is broken on this page, looks like this: https://support.zendesk.com/hc/en-us/articles/(https://developer.zendesk.com/rest_api/docs/core/users#create-user


  • Rob Stack
    Zendesk Documentation Team

    Hi Nick, thanks very much for pointing this link out! I've now fixed the problem, and the link is working now.

  • Mercedes Peters

    You mention above that authors need to be agents.  Can they be Light Agents or do they need to be Full Agents?  I am asking because I will be migrating content from an existing knowledge management platform into Zendesk and some of the articles are written by people who no longer work at the company...what do you recommend in such a scenario?

  • Joe Beaudoin
    Zendesk Customer Advocate

    Hello Mercedes,

    Thanks for your question!

     When you're passing an article into Zendesk through the API, the system doesn't care so much who the original author is, so long as an authorized user is referenced as the author.

    So regardless of who wrote the article in your former platform, so long as you give Zendesk a value for the author when you create the article, and said author has an agent equivalent role within Zendesk with the appropriate Guide permissions, your article creation will go over just fine.

    Regarding whether a light agent can do this, it depends on the level of your subscription and the permissions granted to agent roles for your account:

    That comes from our document on Understanding Guide Roles and Setting Permissions.

    Hopefully this clears things up!

  • Mercedes Peters

    Hi Skip, 

    Any guidance on migrating existing content from Discourse?  My company's current user articles are located within that platform and it seems quite intensive to be able to migrate to Zendesk.

    Any tips? Or posts you can point me to?

    Thanks in advance,


  • Brett Bowser
    Zendesk Community Team

    Hi Mercedes,

    I reached out internally and it doesn't look like we have much information to provide with regards to migrating data over from Discourse to Zendesk. Your developers will want to use the Discourse API to export that data from Discourse and use the Zendesk API to import that data into Guide.

    I hope the above information helps!

  • Aziz Mohammad

    Hi Skip,

    Could you give me a guideline on migrating from tiki wiki CMS groupware to Zendesk. I haven't found any way of doing so.

  • Brett Bowser
    Zendesk Community Team

    Hey Aziz,

    We don't have any resources available that help with migrating content over from tiki wiki CMS groupware to Zendesk. If you need assistance migrating your content over, we do have a professional services team available that can assist with getting this set up at an additional cost.

    Let me know if this is something you're interested in and I can connect you with your Account Manager to discuss further.


  • Cláudia Santos

    Hi Brett,

    Any guidance on migrating existing content from Confluence, ensuring moves as a draft, so it may then be submitted for review? 

    We have an Enterprise licence.


  • Alissa Wilczynski

    I have content in 3 languages, where English is the "parent language" and Chinese and Japanese are linked as "child" articles. I need to move this content to Zendesk. How do I migrate while maintaining these linkages between languages?

  • Jim Davenport

    For those that need to import content in bulk into their Help Center we've created an Import app which you can find in the Zendesk App Marketplace. It's a one-off payment to purchase the app, after which you can use the app to perform imports (categories, sections, articles and article comments) as often as you like.

    You can find more information on our website and if you're interested or have questions, please don't hesitate to contact us.

  • Maxine Clayman

    Is it possible rather than to migrate existing content to the knowledge base to be able to link back to it so the bot can pick it up article suggestions from both the knowledge base and other sources?

  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Maxine,

    Unfortunately the Answer Bot can only suggest articles from within Zendesk and would not be able to pull in data from external sources. You can provide links in your Help Center articles to an external source but not directly from a Bot. There is more in the below article:


    Thank you!

    Jason Schaeffer | Customer Advocate |


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