The FAQ editor allows you to create and edit FAQ articles. However, if you need to add multiple articles at once, the importing/exporting functionality comes in handy. This page describes the key points of managing articles.

FAQ file structure

When you export or import FAQ articles, you have to deal with XLSX files. These are spreadsheets with 5 columns:

• Lang: the language of a given article

• KB: the associated knowledge base. In this field, you must type the host of your Koji. Typically, it is something like: your-host.atlassian.net.

• Article ID: the unique identifier of the article. You don’t need to specify anything here, as once the file is uploaded, Koji will assign an ID. Thus, if you export the FAQ file later on, the articles will have their IDs.

• Title: the title serves as the question that users are going to ask.

• Content: an actual answer to a user’s statement.

Creating a file with articles

To help you get familiar with FAQ files, we have created one for you. Its purpose is to demonstrate the structure, so the file contains a number of generic questions. To test it, perform the following:

1. Download the test file:

2. Modify the KB column by typing your Koji’s host. It might be something like your-host.atlassian.net.

3. Import the file.

Now the articles are available in Content > FAQ.

Testing articles

Once your articles are in place, you might want to see them in action. To do so, just ask Koji a question from the “title” column.

Exporting articles

Exporting FAQ articles allows you to create a backup of your internal knowledge base. You can send it to another Koji instance or modify the file’s content and reuse it later on.

To export FAQ articles, go to Content > FAQ and click Export articles at the top of the window. That’s it, the file is downloaded and ready to go.

Importing articles

Let’s say you have an XLSX file (you got it from another instance, for example). You can import it and enrich the list of your FAQ articles. To do so,

To import FAQ articles, go to Content > FAQ and click Import articles at the top of the window, and select the file. Now the articles are added to your FAQ set.