How to import help center articles from Zoho Desk? | Community
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How to import help center articles from Zoho Desk?

  • November 25, 2025
  • 2 replies
  • 42 views
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We’re looking for a way to mass import our knowledge base articles from Zoho Desk into Intercom. What’s the best way to accomplish this? 

Best answer by Paul Byrne

Hey ​@Ryan Heuser Paul here from support engineering to help you out 🤝 

There’s no built-in Intercom UI import from Zoho Desk. The reliable path is to export your Zoho Desk articles (CSV or via Zoho’s API) and re-create them in Intercom with the Articles API. This preserves article HTML, collections, and attachments if you:

  1. Recreate your collection/section structure in Intercom (Help Center > Collections), capturing the parent_id values.

  2. Upload images/attachments to Intercom and replace the image URLs in your article HTML so they sit on Intercom’s CDN. Images in article bodies are copied to Intercom CDN on save.

  3. POST each article to POST https://api.intercom.io/articles with title, body (HTML), author_id, parent_id, and parent_type. See our Articles API docs and examples.

    2 replies

    TBelevska
    Innovator ✨
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    • TBelevska
    • Innovator ✨
    • November 26, 2025

    Hi there,

    The best approach really depends on the size and complexity of your knowledge base. If you have a small KB with just a few articles, a manual export/import might work. But if your KB is multilingual, contains internal links, or has multiple sections and categories, an automated migration service is usually the safer and faster option.

    You can explore options in both the Zoho Desk and Intercom marketplaces. For example, Help Desk Migration, an official Intercom partner, supports Zoho Desk → Intercom migrations. It allows you to map article fields, migrate translations, and update cross-links between articles.

    It’s worth testing a small batch first to make sure everything transfers correctly.

    Tetiana Belevska, Marketing Manager at a SaaS company
    Paul Byrne
    Intercom Team
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    • Paul ByrneIntercom Team
    • Intercom Team
    • Answer
    • November 27, 2025

    Hey ​@Ryan Heuser Paul here from support engineering to help you out 🤝 

    There’s no built-in Intercom UI import from Zoho Desk. The reliable path is to export your Zoho Desk articles (CSV or via Zoho’s API) and re-create them in Intercom with the Articles API. This preserves article HTML, collections, and attachments if you:

    1. Recreate your collection/section structure in Intercom (Help Center > Collections), capturing the parent_id values.

    2. Upload images/attachments to Intercom and replace the image URLs in your article HTML so they sit on Intercom’s CDN. Images in article bodies are copied to Intercom CDN on save.

    3. POST each article to POST https://api.intercom.io/articles with title, body (HTML), author_id, parent_id, and parent_type. See our Articles API docs and examples.

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