Question 1

What is the Upload Q&A tool (Import Q&A from Excel)?

Accepted Answer

Upload Q&A lets you bulk-import existing knowledge into Deskhero as question-and-answer pairs from an Excel file. Deskhero stores each pair as a ticket so it can be used as AI knowledge going forward, for example by the questionnaire auto-filler and other AI features. It is a quick way to seed your workspace with knowledge you already have elsewhere.

Question 2

What columns does the Q&A import Excel file need?

Accepted Answer

Six columns are supported: Category (optional, improves context), Subject (optional, auto-generated if left out), Question (required, one unique question per row), Answer (required), Comment (optional, extra context) and Tags (optional, help you filter the imported items later). A sample Excel file can be downloaded from the upload page under "Excel File Formatting Instructions".

Question 3

How do I import Q&A knowledge from an Excel file?

Accepted Answer

1) Open the Extras page and choose Upload Q&A. 2) Enter a name for your own reference. 3) Pick the group that should receive the created tickets. 4) Choose your Excel file. 5) Click "Submit knowledge". You get a confirmation such as "Success! Import of N records initiated" and the rows are processed in the background.

Question 4

What does Deskhero create when I import Q&A from Excel?

Accepted Answer

Each row becomes a ticket in the group you selected: the question becomes the ticket's message, the answer is stored as a reply on the ticket, an optional comment becomes a private note, and any tags are applied. If a row has no subject, one is generated automatically by AI. Rows missing a question or an answer are skipped.

Question 5

Why should I import Q&A knowledge into Deskhero?

Accepted Answer

Imported Q&A pairs become part of the knowledge your workspace's AI features draw on. They improve results from tools like the Questionnaire Auto-Filler and, because each pair is stored as an answered ticket, they feed the same knowledge pool that FAQ suggestions and AI-assisted replies are built from. Tags on imported rows help you find and filter the imported items later.

Question 6

Can I import many FAQ items at once instead of adding them one by one?

Accepted Answer

Yes. Deskhero has a bulk import for the Public FAQ. Open the Knowledge base, go to Public FAQ, and click Import to open the Import FAQs dialog. You paste your questions and answers, review how Deskhero parsed them, and save them all in one step. You can import up to 1000 FAQs at a time, and any workspace user who can manage the Public FAQ can use it.

Question 7

How do I bulk import FAQs by pasting them?

Accepted Answer

1) Open the Knowledge base and select Public FAQ. 2) Click Import. 3) In the Import FAQs dialog, choose the Separator that matches your data. Semicolon (;) is the default, and Comma (,), Tab and Pipe (|) are also available. 4) Paste your list into the box, one FAQ per line, with the question and answer separated by that separator. 5) Click Next to see a review table of the parsed rows. 6) Remove any rows you do not want, then click Save all. 7) The final screen confirms how many FAQs were created.

Question 8

What format does pasted text need to be in for the FAQ import?

Accepted Answer

Put one FAQ per line: the question, then the selected separator, then the answer (for example, with the default semicolon: How do I get started?;Sign up and follow the onboarding guide.). If a question or answer itself contains the separator character, wrap that field in double quotes so it is kept together. Rows that are missing either a question or an answer are flagged as invalid in the review step. You can paste at most 1000 rows per import.

Question 9

What happens to duplicate or incomplete rows when I import FAQs?

Accepted Answer

The review step highlights any row that is missing a question or answer as invalid, so you can spot it before saving. When you save, Deskhero skips rows whose question and answer already exist in your FAQ, and skips the invalid rows. The completion screen reports three numbers: how many FAQs were created, how many were skipped as duplicates, and how many were skipped as invalid.

Question 10

Can the chat bot use imported FAQs right away?

Accepted Answer

Imported FAQs are added as manually created items, so they count as approved knowledge without a separate review step. They are not usable by the chat bot the instant the import finishes, though: Deskhero indexes (embeds) them in the background, and the import dialog shows the note that the imported FAQs are being indexed for the chat-bot in the background. After a short while they work like any other approved FAQ.

Question 11

Can Deskhero import my existing FAQ from my website?

Accepted Answer

Yes. In the Knowledge base, choose Import and then "From your website", and enter the address of your current FAQ page. Deskhero reads the page and follows links on the same site, and most FAQ formats work: structured FAQ markup, accordions and expandable question lists, help centers with one question per page, and embedded FAQ widgets. When a page has no clear structure, AI reads it and picks out the questions and answers. Found questions stream into the dialog as they are discovered, and everything lands as suggestions for you to review and approve before anything is published.

Importing knowledge

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