Importing Google Docs into your knowledge base

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  • Lou Abigail Menard


    I tried it. And it imported the Google Doc file from the drive. However it was only able to capture initial pages (4 out of 9). Is there a limit to the pages that can be imported? 

  • Randolph Abelardo

    Good day. 

    Do Light Agents have this functionality?

    I couldn't find the Arrange content icon in the sidebar.


    - Randy

  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Lou,

    I'm not aware of a limit, especially not one that low. It sounds like you might be experiencing a problem that you'll need to file a ticket to have our support team look into.

    Hi Randy,

    That's right, Light Agents do not have access to the Google Docs Importer. You have to be a Guide Manager to have access, and Light Agents cannot be Guide Managers.

  • Gadi Vered

    How does this feature work with formatting?

    Currently, it is not keeping the style and colors of the Google Doc after being imported to Zendesk.

  • Jessie Schutz
    Zendesk team member

    Hi Gadi!

    Can you be more specific about what elements aren't carrying over? That'll help me determine whether that's expected or not.

  • Stian



    Is it possible to update existing articles with the Google docs integration? We re-use the Zendesk integration many places and we are therefore linking to articles. If article URL´s are replaced every time we modify a support article it is pretty time consuming to use the integration

  • Margaretkennedy

    I tried this, and the Imported Document does NOT maintain the original formatting: indentations, fonts, do not carry over.

    It looks as I copy and pasted, but the benefit of importing is that I shouldn't need to edit the source code to redo the original style. 

  • Paul Yesowitch

    Is there a way to import a document from Google Drive that would then become an article with both English and French translations? Other languages included if the brand allows for it.

    For example, if page one was the English article and page two is the French article. Is that possible?

  • Dan Kondzela
    Zendesk Customer Advocate

    Hi Stian,

    After reading over the documentation it seems that there is not an 'Ongoing sync' relationship between your Google Docs account and your Zendesk Guide. It is imported in, and then edits are then able to be made within Zendesk.


    Hi Paul,

    That is a clever thought, however your translations will have to be added in the Zendesk Instance as per our Guide here: 

  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Paul!


    What Dan said is correct. Translations need to be imported as per the article shared to be properly categorized as such. Let us know if you need anything else!

  • Maaike


    Is there a possibility available to sync the article with the google doc? So light agents will be able to edit the Google doc, and won't need the Guide manger rights.


  • Jupete Manitas

    Hi Maalke,

    As of the moment you can use Google doc importer that can be synced to your zendesk guide. You can refer to this guide article:

    Please let me know your feedback.


  • Allison S


    I was excited to hear about the google drive feature for importing articles. Based on my experience, I prefer to create article content and format in google docs as opposed to Zendesk. 

    I am a bit bummed as I went to import a couple articles from Google docs and the format            (meaning my number and bullet lists) did not transfer over. Meaning that all the # and bullet points were on on the left indent. 

    Is there something that I am missing? Thank you for the help!


  • Lisa Clark


    I didn't see a answer posted to the question that asked if there's a way to use this feature to update/replace the content of an existing article? Or is it only for importing new articles? 


  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Lisa

    It seems that question has slipped through the cracks, thanks for making us aware.

    The Google Docs Importer does not enable update or or replacement of existing Guide articles from an associated Google Doc. It is only for (bulk) import.

  • Kathleen Hunt

    I finally had a chance to test this and the formatting issues mentioned below are present. 

    1. Bullet points and numbers lists do not get formatted correctly when there is more than 1 "level" (i.e., you cannot have subpoints).
    2. Pictures that are imported are much larger than in the Google doc
    3. Colors are not imported exactly as shown in the Google doc so the text color that most closely matches is applied. 
    4. Some of the spacing is not applied correctly
  • Brett Bowser
    Zendesk Community Team

    Hi Kathleen,

    I'm going to generate a ticket on your behalf and pass this over to our Customer Advocacy team here. We'll most likely need to take a look at the Google Doc you're importing as well as any relevant articles that have incorrect formatting.

    You'll receive a follow-up email stating your ticket has been created so feel free to reply back to that with any of additional information/examples you can provide.


  • Natalie Cohen

    I am phasing the same formatting issues that Kathleen has listed. Are there any updates on this?



  • Kathleen Hunt

    Hi Natalie! 

    Some of the formatting issues were resolved with a new release, but I was still experiencing issues with the bullet/numbered lists and some of the spacing issues. I got the ticket escalated, but I'm still waiting for an update. I would recommend submitting a ticket if you haven't already. 

  • Jeff Yager

    "The Google Docs Importer does not enable update or or replacement of existing Guide articles from an associated Google Doc. It is only for (bulk) import."

    Being able to at least overwrite an existing article would be a big improvement here. I don't need it to sync back to Google Docs, but being able to create a new revision of an existing article by importing from Google Docs would significantly help.  

    Right now, it's not possible for subject matter experts to be able to mark up and leave comments on an article with suggested changes. So we use google docs for collaboration on the content creation and editing process. More collaboration tools natively in ZD would eliminate the need for us to use the Google Doc importer.  

  • Brett Bowser
    Zendesk Community Team

    Excellent feedback Jeff and thanks for sharing :)

    I recommend cross-posting in our Guide Product Feedback Forum to help provide visibility to our Guide Product Managers as well as other users in need of a similar feature.

    Thanks again!

  • Niraj Makwana

    How do you change the email address your import articles function is connected to?

  • Madison Davis
    Zendesk Community Team

    Hi Niraj! Sorry for the delay here. How far into the steps did you get? If you start over with a new import, you should be re-prompted to select the Google address with which you'd like to authenticate. If you don't see the account you're looking for in the list, click "Use another account" and you should be able to sign in with, and then select, a different Google address.

  • Niraj Makwana

    Hi Madison, did work, I resolved it by deleting my cookies / passwords etc from the browser settings

  • Madison Davis
    Zendesk Community Team

    Glad to hear it's resolved, Niraj!

  • Brenda Griffith

    I am also having issues with importing Google Docs into Zendesk. Specifically (and as mentioned by others):

    • Anchors don't transfer
    • Updates and imports to existing docs are not possible 
    • Formatting is broken:
      • font is too small 
      • line spacing is too big
    • Image sizing doesn't transfer
    • If comments are left in the doc they are flagged in the doc ( 1[a] ) but you can't access them. (I don't actually want them there at all--if they are going to be ignored by Zendesk I would prefer that they are completely ignored)
  • Kirsten Murray

    Is there a particular format or standard that works best with importing Google Docs to Zendesk? My company is soon going to do a huge initiative using this feature and I would like to ensure that all of the Google Docs are in the best format for transfer to Zendesk. 

    In addition, is there a list of the different formatting selections that do not transfer well to Zendesk? That way we can avoid using those features when we begin the migration. 

    Thank you! 

  • Mandeep Brahmbhatt

    I didn't see anyone mention the use of Google Forms in the Guide. I'm trying to embed a Google Form and it looks like it works when I'm in the editor tool, however once I view from the end-user view, the page simply freezes while displaying "Loading..." where the Form should appear.

    Has anyone tried adding a Google Form in their knowledge base pages?

  • Madison Davis
    Zendesk Community Team

    Hey Mandeep - this is just a hunch, but do you have "Allow unsafe content" checked? If not, I suspect that could be the culprit. 

  • Sandeep Johnson

    Drawings in google doc are not getting imported, any workaround for that?



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