Freshdesk article import with category mapping

KB article import with category mapping

When importing Freshdesk KB articles as facts, you can map Freshdesk folders to Certorix fact categories.

Setting up category mapping

1. Go to KB Sync from the sidebar (under Freshdesk).
2. Click Category mapping tab.
3. Certorix automatically fetches all Freshdesk KB folders.
4. For each Freshdesk folder, select a Certorix category (or create a new one on the fly).
5. Save mapping.

How mapping works during import

When you sync and import articles:

• Each article's folder in Freshdesk determines which Certorix category is assigned.
• If a Freshdesk folder has no mapping, articles from that folder are imported with no category (uncategorized).
• You can change category mapping after import; existing facts are not automatically re‑categorised. Use bulk edit to reassign.

Creating categories during mapping

While setting up category mapping, you can:

• Click + New category directly from the mapping interface.
• Enter category name and optional parent.
• The new category appears in the dropdown for mapping.

Nested folder support

Freshdesk supports nested folders (subfolders). Certorix mirrors this hierarchy:

• Freshdesk Hardware / Laptops / Battery → Certorix category Hardware > Laptops > Battery
• Parent categories are automatically created if they don't exist.

Updating category mapping after import

If you change category mapping after importing articles:

1. Go to Facts → All facts.
2. Filter by the old category or by Freshdesk source.
3. Select the facts you want to re‑categorise.
4. Click Bulk edit → Change category.
5. Select the new category and save.