Import articles from a CSV fileUpdated 2 months ago

Articles can be written and formatted in a CSV file and uploaded to your Help Center. This makes auditing, updating, and managing Help Center content quick and easy.

Download CSV

If you're creating a Help Center for the first time, we recommend using one of our templates - these are industry-specific and include main categories, articles, and article headings. 

They can be downloaded as a CSV and uploaded in less than a minute, then customized to suit your brand.

Steps

1. Go to Settings -> Channels -> Help Center -> your Help Center -> Articles.

2. If your Help Center is empty, click on Import Content or, if you have articles in your Help Center, click the import icon.

3. Add your CSV by dragging and dropping it or clicking browse. If you have an existing Help Center with Zendesk, Re:amaze, HelpDocs, or Intercom, you can migrate it.

4. Click Import File.

5. Map the column headers to the correct Gorgias field.

6. Click Confirm Import - your articles will begin importing.

FAQs

Why do I have to map the column headers to Gorgias fields?

Each column header in your CSV file corresponds to a specific piece of information, while Gorgias fields represent the article settings in your Help Center. 

To ensure that your CSV data is accurately imported into Gorgias, you need to map each column header to the appropriate field - this is especially important when using CSV files generated by 3rd-party sources, as they may use different names for article settings such as title, slug, or category.

In the example below, you can see how to map the column headers to their corresponding fields. Note that the category_title header in column D should be mapped to the category field in Gorgias.

Why did I run into errors with my upload?

1. This is the most common trigger for upload failure - if a column is used for mapping to a field, make sure that the column doesn't contain any blank cells. 

2. Make sure all the mandatory fields are selected with the correct column.

3. For the optional fields, if your file doesn't contain a column that could map to these fields, choose Auto-generate when possible (for Article Excerpt and Category Slug). If no auto-generation is available (for Category Name and Category Descriptions), make no selections if you don't provide data for these fields. 

4. If you're choosing to upload your own Article Slug or Category Slug, make sure it doesn't contain any special characters like $#%&^*.