Importing Google Docs into your knowledge base

This feature is only available for help centers created before April 20, 2021. For information about importing content, see Migrating existing content to your help center. 

You can import Google Docs into your Guide knowledge base. You can import up to 100 docs at a time. This is a great way to add new content or migrate existing content to your knowledge base.

You can import only Google Docs from your Google Drive account, and not other file types, such as Google Sheets or Google Slides. The doc import should properly handle document images and formatting, including lists, headings, colors, font sizes, centering, indentation, and tables. Your help center theme defines the final rendering of any content. However, it is important to note that when content passes through multiple software platforms or systems, formatting issues may arise.

When you import a Google doc, there is no connection between the new article and the original Google Doc; the article is not synced with the Google Doc. You cannot export articles from your knowledge base to Google Docs.

You must be a Guide admin to connect to a Google Drive and import Google Docs.

To import a Google Doc

1. In Guide, click the Arrange content () icon in the sidebar, then click Import articles.
2. Click Connect to sign in to your Google account, if you are not already signed in.

   If you have not yet connected Guide to your Google Drive account, clicking Connect takes you through the process of signing in to your account and granting Zendesk Guide.

   

3. Click Next.
4. In Select documents, click Open file picker.

   You will see all the folders and files that you have access to. Files must be a Google Doc to appear in the file picker, you cannot import Word and PDF file types. 

   

   Use the options in the upper-right to toggle between grid and list view or to sort your files.

5. Search or navigate to the file(s) you want to import, then click Select.

   You can select up to 100 files to import at a time.

   The file appears in the Import Articles admin page. You can click Redo document selection if you need to choose a different file.

6. Click Next.
7. In Place documents, click Select section to choose a section in your help center for this article.

   The articles will not be published when they are imported. Docs are imported as draft articles (on Professional), or work in progress articles, (on Enterprise).

8. Click Next.
9. In Start import, click Start import.

   Don't close the window while the importer runs. The time it takes depends on how many docs you are importing.

   Your docs will be imported as draft articles (on Professional), or work in progress articles (on Enterprise).

10. When the import finishes, click Have a look to go to Arrange articles. There you will find and find your articles, click Start a new import to import more Google docs.
    Note: There is no connection between the resulting new articles and the original Google Docs; the articles are not synced with the Google Docs.

    To access your articles later, you can find them in your list of drafts (on Professional), or your list of work in progress, (on Enterprise).