# How to import knowledge from your existing system into Lyro Section: Lyro - AI Agent Description: Import public Zendesk articles or arrange a custom knowledge import with our team. Verified against Tidio panel 12.331.0 Last updated: 2026-11-10 Source: https://help.tidio.com/articles/import-knowledge-into-lyro/ You can bring conversations and help center articles from another support platform into Lyro. Public Zendesk articles can be imported directly in Tidio; custom imports from other systems are arranged with our team. 💡 **Please note:** The **Add more knowledge** window offers custom training using any source with the Plus plan. Contact our team to confirm your import before collecting or sharing credentials. **In this article, you'll learn:** - [How to import knowledge from Intercom]() - [How to import knowledge from Gorgias]() - [How to import knowledge from Zendesk]() - [How to share data with us securely]() [Video]() Silent walkthrough. Open the Zendesk import window, enter a demo Help Center URL, and close without importing. ## Importing knowledge from Intercom Types of data available for import: - Conversations - Help Center articles Required data: - An export or an approved connection method agreed with Tidio support, not your private access token ### Preparing access safely Intercom access tokens are for private apps in your own workspace. Intercom explicitly says not to share them with third-party providers. Contact Tidio support to agree on an export or an OAuth-based import before proceeding. The images below show the older token workflow, not instructions to share a token. ![Intercom Settings shows the Developer Hub option.]() For your own internal export, an app can be managed in Intercom's **Developer Hub**: ![Intercom Developer Hub lists apps and offers a new app.]() Your private app's token is under **Configure \> Authentication**. Keep it private: ![An Intercom app displays its access token copy control.]() Share only the agreed export through the channel confirmed by Tidio support. Do not send your Intercom access token. ## Importing knowledge from Gorgias Types of data available for import: - Tickets - Help Center articles (via crawler only) Required data: - Tickets: - base API URL - username - API key - Help Center: - main page URL ### How to obtain the API key and other data 1. While logged into Gorgias, go to your profile and select the **REST API** option: [![The Gorgias profile menu includes REST API.]()]() Alternatively, use this direct link in your browser (make sure to modify it with your Gorgias subdomain): [https://YOUR-SUBDOMAIN.gorgias.com/app/settings/api]() 2. Copy all the necessary data from the REST API page: ![Gorgias shows the API URL, username, and API key fields.]() 3. Share the data with us. See [how to share data in a safe manner](). ## Importing knowledge from Zendesk Types of data available for import: - Tickets Discuss these details with Tidio support: - subdomain - username - A supported export or OAuth connection method for your account To import public Zendesk Help Center articles yourself, open **Lyro AI Agent** \> **Data sources**, click **Add more knowledge**, then **Upload Zendesk articles**. Enter your Help Center URL in the **Upload Zendesk public articles** window and click **Import**. Articles must be public. If your window shows a 500-article limit, contact our team if you need to import more. You can learn more about that feature[ in this guide](). ![The Upload Zendesk public articles window with a demo public Help Center URL entered, the public-articles notice, and Import visible.]() ### Arranging access to Zendesk tickets Zendesk no longer allows new API tokens to be created as of October 27, 2026. Contact Tidio support to agree on a supported export or OAuth connection for your ticket import. Public Help Center imports above do not need an API token. ![The Zendesk menu offers Admin Center.]() Existing token management is under **Admin Center \> Apps and integrations \> APIs \> API tokens**. The following images show the previous setup screens: ![Zendesk Admin Center shows the Zendesk API menu item.]() The previous API setup screen: ![Zendesk API setup offers the Get started button.]() The previous token creation controls are no longer a supported way to create a new token: ![Zendesk API settings show token access and Add API token.]() Existing active API tokens are scheduled for deactivation on April 30, 2027, and may be deactivated sooner after inactivity. Do not rely on the old token workflow for a new import: ![Zendesk shows a newly created API token and the Save button.]() Confirm the import method with Tidio support before sharing any data. ## Sharing data with us in a safe manner First ask Tidio support to confirm the transfer method and recipient. If support confirms Keybase encryption, use: [https://keybase.io/encrypt]() 1. Select only the recipient confirmed by Tidio support. Do not rely on a display name alone: ![Keybase encryption shows Tidio selected as the recipient.]() 2. Enter the data that you want to share into the **Message to encrypt** box, and click **Encrypt**. The result will be something similar to this: ![Keybase shows the encrypted message ready to copy.]() 3. Copy the complete encrypted message and send it through the private channel agreed with Tidio support. Do not post credentials or customer data in public channels. ## Further reading Learn [how to create a good FAQ for Lyro]() and [how to resolve a Cloudflare scanner block]().