Importing Content

Build your knowledge base faster by importing content from resolved tickets, existing documentation, or external help centers.

Import from Tickets

Convert successful ticket resolutions into reusable articles.

AI-Suggested Articles

Keva identifies tickets that could become articles:

1. Go to Knowledge Base > Suggested
2. Review AI-suggested ticket conversions
3. Click Create Article to convert
4. Edit and polish the content
5. Publish when ready

The AI suggests tickets based on:

• Clear resolution provided
• Common question patterns
• Positive customer feedback
• Reusable instructions

Manual Ticket Import

Convert any ticket manually:

1. Open a resolved ticket
2. Click Actions > Create KB Article
3. Select which messages to include
4. Choose a category
5. Edit the generated content
6. Publish or save as draft

What Gets Imported

Bulk Import

Import multiple sources at once.

CSV Import

Import articles from a spreadsheet:

1. Go to Knowledge Base > Import
2. Select CSV Import
3. Download the template
4. Fill in your articles
5. Upload the completed file
6. Map columns to fields
7. Review and import

CSV columns:

title, content, category, keywords, status

Markdown Import

Import from markdown files:

1. Prepare your .md files
2. Zip them together
3. Upload at Knowledge Base > Import
4. Map to categories
5. Review formatting
6. Import selected articles

From Other Platforms

Import from external help centers:

Import Settings

Configure import behavior:

Post-Import Cleanup

After importing, review your content:

Formatting Check

• Headings are consistent
• Links work correctly
• Images display properly
• Code blocks are formatted

Content Review

• Remove outdated information
• Update product-specific details
• Add missing keywords
• Set correct categories

Quality Checklist

• Title is clear and searchable
• Content is accurate for current product
• Links point to valid destinations
• Images are visible and helpful
• Category assignment is correct
• Keywords are added for search

Scheduling Imports

For large imports, schedule during off-hours:

1. Upload your import file
2. Click Schedule Import
3. Choose date and time
4. Import runs in background
5. Review results when complete

Import History

Track all imports:

1. Go to Knowledge Base > Import History
2. View past imports with dates
3. See success/failure counts
4. Re-run failed imports
5. Roll back if needed

Best Practices

• Start with top tickets - Import your most common questions first
• Review before publishing - Imports need human polish
• Preserve formatting - Check that structure transferred
• Update references - Links may need fixing
• Add visuals - Screenshots improve imported text