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Import tickets from Excel or CSV file

Wyatt Shaw
suggested this on May 21, 2010 05:19

Following the 80/20 paradigm; most companies have a helpdesk ticketing system already.  In order to keep a complete history of customer interactions they need the ability to import tickets into Zendesk.  This capability would also make Zendesk very 'sticky' to anyone who did import tickets to it.

-ability to import tickets from an Excel File

-ability to import tickets from a CSV File

 

Comments

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Viktor Petersson
wireloadllc

I can't believe that Zendesk doesn't come with an import/export feature. It feels like a lock-in tactic that companies like Microsoft would use. A modern company like Zendesk ought to know that users hate lock-ins. 

February 22, 2011 05:41
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David Lassus

I like Zendesk, but the inability to move my 10,000+ tickets from my current system is a big barrier.  Ironically, your API makes it easy to transition away from Zendesk, but hard to transition to it.  Your product is the opposite of "sticky", which I find baffling in a SaaS model.

Even if your API could accept one large XML document with multiple tickets/comments in it would make the process much easier than having to write a piece of custom software to query/iterate through my tickets and insert/update them one at a time while handling errors for throttling.

March 11, 2011 15:59
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Nitin Pai

Wow!  This is a heck of a way to make me feel welcome!  No way to import my existing tickets?  So now I have to maintain two tickets systems or manually enter my tickets into Zendesk? 

July 06, 2011 21:04
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Terje Moglestue

It might be a question of disk space (read cost) and performance. We are currently testing Zendesk. It would be nice to migrate our existing tickets - we are talking 80.000 tickets, with attachments 40GB of data.

I do agree - Zendesk could offer a import functionality to migrate old tickets. It could be at an additional cost?

July 12, 2011 08:17
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Jake Holman
Product Manager

It's not about disk space (which is the cheapest of all operational costs) or performance (since we'd just background job it), but it's about implementing a solution that works for everyone, and that a number of people will use that will make the engineering effort of implementing and maintaining worthwhile. 

Due to the amount of different data from an external system can take, it becomes difficult to make one solution that fits all. As a result, we'd have to come up with some sort of CSV structure to conform to. This means the burden is put back on you, having to augment all the data to our CSV structure which could mean losing data in some cases or frustration if the CSV structure isn't right and Zendesk rejects it. 

All this comes down to, if we actually spend time developing it, how many of our customers will actually really use it in reality?

July 12, 2011 09:48
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Terje Moglestue

My client will only implement Zendesk if old tickets from other system could be migrated.

It do open antoher topic. Archive or delete policy for old tickets?

Zendesk is a young company - and most of your customer might not have this issue (jet). Move on a few years and you will need to have some policy or functionality in this area.

 

July 13, 2011 08:47
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Jason
sonian

It would be nice if we could even just import basic ticket fields like date open / closed, subject, customer, etc. You guys already do this with field mapping for imported users and organizations.

July 19, 2011 12:51
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Taimur

Any news on import feature. We are on tender with more then a years history. is there any way we can have some help in importing our old data? We cant afford to build on top of api for one off import. its to costly to do that just to move to Zendesk. Should this be made easier for the users to move to zendesk?

August 01, 2011 18:10
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Jake Holman
Product Manager

We're starting to work on this, although focusing on per-vendor imports since the CSV import just isn't viable (see my previous comment). 

The progress will be pretty slow but I'll let everyone know when and which vendors we can start supporting for imports. 

August 02, 2011 10:26
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Jason Sawyer
I hope you support import from Salesforce first.
August 03, 2011 05:42
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Bill Davis
solium
This is a feature that I would love to see and does seem like a base feature to many systems these days. We have recently acquired a company have have been successful at migrating history of tickets over and the only system we can not migrate history is our support tickets. Even a base csv import that does sit on my shoulders to decide on what to cut and what to keep will still allow me to import history to allow for metrics to be generated for our clients, other fields can be captured n the comments boxes with notes stating what field they came from. But not having any ability to import tickets is very limiting, Jake any updates on this for the future?
August 15, 2011 15:46
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James Breeden
liveair

We are interested in this feature, but not to migrate from an old system. We have instances where we need to to "bulk work orders" that are generated in a file from our billing system, that we need to import so we can then assign them to field teams to get the work done. Just my 2 cents... 

October 12, 2011 05:58
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Jake Holman
Product Manager

Just to let everyone know we are still working on this. Progress has been made, but nothing we can really put out there just yet. 

October 12, 2011 14:20
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Garry Welding

Personally I find Jake's comment a bit of a cop-out. When Zendesk should do is offer an import functionality via CSV or Excel that conforms to a standard that suits Zenddesk, the same as every company does. Tell your customers that if they want to have CSV import then it's tough, you have to conform to this structure, not say "we're not going to let you import CSVs because we can give everyone a solution"... It's much easier to write a SQL query to export the data in the structure your CSV requires than to write PHP (or insert language of choice here) scripts to iterate through the existing company data and post these via the API.

 

Zendesk have dropped the ball on this one and have completely over complicated the matter which is very disappointing as I'm now in the situation where I have thousands of tickets to try and write a PHP class for to import them into Zendesk.

December 07, 2011 02:48
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Donna Weeden
Zendesk

Hi Gary (and all others who have commented on this post!)

I am happy to report that we are getting ready to launch our generic import tool.  Customers will need to provide their ticket data in the necessary format for import using CSV or XML which will require some data manipulation but the import itself is very straight-forward.

We are also launching migrator tools that leverage our API for an easy move from legacy platforms.  These migrators will not require any data manipulation.

If you are interested in our new migration service, please feel free to contact me directly (information below). 

In order to streamline your request, please also provide the following details:

- Legacy Support Platform (include version, if applicable)

- Data to be Migrated: Users, Groups, Tickets, Forums, etc

- Timeframe for Migration (when do you want to move your data)

- Zendesk Support URL (where you will move data to)

 

Kind Regards,

Donna Weeden

Director of Client Services

Zendesk, Inc

dweeden@zendesk.com

December 07, 2011 11:27
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Terry Read
After finding out the cost of Zendesk importing my CSV of tickets I have now managed to create a solution of doing this myself using the API. By all means it is not as automated as the Zendesk way and you don't get the additional support from Zendesk. As it took me a fair while to get this working; would I be able to sell my solution? Obviously I wouldnt do it through Zendesk Forums but wasn't sure about the legality etc... of doing so. If it is all above board, would anyone be interested?
January 13, 2012 05:01
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Jan Sondergaard

Zendesk should take a look at how Mailchimp does it when you want to drop in a large mailing list of people. It's basically, highlight rows and columns inside excel, numbers or other spreadsheet you are using, then paste it into a field on a web page. Mailchimp then recognizes how many columns there are, and you get to map the ones it cannot figure out. Done.

February 20, 2012 18:28
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Michelle Steel
brightonss

One thing you all might be interested in is that I got around the import issues with excel by using the

.SentOnBehalfOfName = "Emailadress"

in a self coded vba macro and just rotating the email address every 40 emails - mind you I only had 1300 things to import into tickets and not 10,000 but it was a guick a dodgey solution. Zendesk only seems to care about the senders email address being different and if you set your zendesk to accept tickets from anyone for the short ammount of time the email addresses probably don't even have to be legit (I didn't try this but my theory is that it will work). Anyway that was my bodgey 'I need this done yesterday' solution. worked a treat.  

 

 

 

July 05, 2012 16:29
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Michael Pullman
footfall123

Any updates on this CSV import feature guys? I'd love to test it out if you've got an alpha of this feature I can access ;)

I've only got around 600 tickets to import so I won't crash anything!

July 11, 2012 07:15
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Nick Stone

I'm testing Zendesk right now and REALLY want to use it but if I can't import my tickets (450 total) it's a no go. PLEASE get this to work and let me know if/when you do. Thanks!

July 18, 2012 15:55
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Marvin Sebastian

Me too, i'm testing zendesk now. how can i import my tickets in .csv file

September 25, 2012 01:42
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Chris Howard

If this feature existed, I would migrate to Zendesk immediately. I have P2V'd my old helpdesk server so that I am ready to  use it for calling up old tickets from the archive occasionally. I just need the ability to import all open tickets into Zendesk. I have cut it down to just 6 fields. This should be a doddle guys!

Chris Howard from Rejuvenate IT
www.rejuvenate.it 

November 13, 2012 16:14
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Atul Jadhav
Mgm-communications

Hi Zendesk,

Any updates on this feature request.

April 10, 2014 06:25