How do I import knowledge base articles?

Migrating from another help desk? Agents with a manager or admin role can import existing tickets, users, assets, and knowledge base articles.

The recommended import order is

Importing a large number of knowledge base articles can save significant time. Keep the following in mind when using the import feature:

Open the knowledge base and select import in the side menu. After you upload the CSV file, you map its columns to these fields: Title, Description, Keywords, Featured?, Status, Staff only, Topics and Audiences. The import template has these columns in this order.
The Featured? and Staff only fields accept boolean values (true or false).
The Topics field should be a comma-separated list of topic names.
The import function creates topics if they don't already exist. However, it currently supports only one level of topics. After importing, you can easily reorder topics and create sub-topics using drag and drop.
The Audiences field links each article to knowledge base audiences. Separate names with commas, as the knowledge base export writes them (an exported file's Audiences column is mapped automatically). Names are matched ignoring upper and lower case and accents. Leave the cell blank for an article meant for everyone.
The import only links audiences your help desk already has; it never creates one. A row that names an audience that does not exist is not imported, and the error names the audience. Add it on the Audiences page first, or leave the Audiences column unmapped to import the articles without audiences.