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Import from a spreadsheet

Bring in organizations, users and tickets from a CSV or Excel file, with your own column mapping.

1 min read Beta

This feature is still being built. Some steps or screens 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 Spreadsheet (CSV or Excel).
  2. Choose the File (.csv or .xlsx). The first row must name the columns.
  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.

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