Import from a spreadsheet

This feature is in beta: it is still being built and may change.

Use a spreadsheet when your old system has no importer, or for a list of customers.

Order matters

Import organizations first, then users, then tickets, so each can find the ones before it.

Import a file

1. Open Admin Center, Integrations, Import and pick CSV / Excel file.
2. Choose the File (.csv or .xlsx). The first row must name the columns. A CSV must be UTF-8 and may be separated by commas, semicolons or tabs; of an .xlsx only the first sheet is read. One file holds at most 50,000 rows, 200 columns and 20 MB — split a bigger one and import the parts one after another.
3. Under The file contains, pick Organizations, Users or Tickets.
4. Map each column to a field, or Do not import. Use Custom field… for your own fields, by key.
5. Check the first rows in the preview and choose Check mapping.
6. Choose Import with the number of rows.

Rows that don't validate are listed in the report. The others import.

Fields you can map

• Organizations: name (required), domains, tags, details, notes, and the id in the old system.
• Users: email (required), name, external id, phone, organization (by name), tags, details, notes, language and time zone.
• Tickets: subject and requester email (required), description, requester name, assignee email (an existing agent), group and organization (by name), status, priority, type, tags, created, updated and solved dates, external id, and a further message as an internal note.

Run it again

Re-running a file updates the records instead of duplicating them: by the id column when you map one, else by name or email. A spreadsheet import has no delta sync, so to bring later changes over you upload a newer file.

Tickets find their requester by email, and their group and organization by name. Anything missing is created.

Related

• Moving to ChaosDesk
• Add user and organization fields