The problem
Today there is no way to export Help Center articles from the Intercom UI. The only option is the Articles API, which means writing a script or paying for a third-party migration tool. Importing is limited to specific integrations (Zendesk, Confluence, Guru, Notion). There is no file-based import.
For teams without a developer at hand, this makes simple tasks unnecessarily hard:
- creating a backup of our knowledge base
- bulk-editing many articles at once (e.g. updating prices, product names, shipping info)
- translating articles outside of Intercom and bringing them back
- reviewing and improving content for Fin AI Agent in a structured way
The idea
- Export: A button in Knowledge to export all (or selected) articles, including collections, status, language versions and metadata, as CSV, Markdown or HTML (ZIP).
- Import: Upload the same format back to create new articles or update existing ones, matched by article ID.
- Ideally, include internal articles as well, not just public ones.
Our use case
We run a Shopify store and use Intercom with Fin for customer support. Our Help Center is the main knowledge source for Fin, so keeping it accurate and up to date is critical. Being able to export, edit in bulk and re-import would save us hours of manual copy & paste work every time our products or policies change.
Why this helps others
This request has come up in the community several times over the years. A native export/import would also cover backups and data portability, and make it much easier to keep Fin's knowledge base up to date.
