Bulk importing organizations

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55 Comments

  • Brett Bowser
    Zendesk Community Team

    Hi Jake,

    Any chance you could provide a screenshot of how you have this set up in your excel sheet so I can take a look?

    Feel free to omit any personal data in there.

    Thanks!

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  • Jake Nelson

    Sure thing!!

    Everything works except for the custom_fields portion.

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  • Jake Nelson

    I figured it out - I was thinking custom_field needed to be included in the cell but actually I was supposed to change the header of the table with the field key and then supply the answer in the cell. Makes sense now.

    Thanks for the quick reply and offering to help.

     

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  • Brett Bowser
    Zendesk Community Team

    That'll do it Jake!

    Glad you were able to get this working on your end :)

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  • Tamara Tankosić

    Hi all,

     

    I've bulk imported three organisations (as a tester before I do this to all) and although it worked (yay!) it did not connect automatically to the users I have on the system.

    So basically, I already have the users from these organisations on the system (as they've messaged us before). They are not assigned to an organisation and I did write the domain correctly (e.g. email is abc@companyname.com and I put domain as companyname.com). I even tried putting their email addresses in the domain area with spaces but that also did not solve the problem.

    So I am a bit confused why they are not showing up in the organisation (it says 0 users). However if I try to add them as users it says end user already exists. The same happens if I try to add the user into the organisation as it tells me this organisation already exists so now I have organisations that are just not connected to anything and don't know how to fix. 

    Any help would be appreciated! 

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Tamara,

    So users are typically linked to the organization as a result of your matching domain. The ideal workflow is as follows:

    1. Organization gets created with Domain
    2. User gets created with email address domain that matches Organization 
    3. User gains membership to the Organization

    Important distinction:
    However, if the Organization gets created after the user, that user must have the matching domain and validated their user account's email or have created a ticket after the organization was created. 

    If you have any additional questions about how this works I encourage you to take a look at the article Creating, managing, and using organizations 

    -1
  • Tamara Tankosić

    Hi Devan,

    I found this solution to not be very effective as I cannot expect all our users to validate their account, and I'm adding a lot of organisations right now (as previously only users were added). Therefore I had to delete the organisations.

    Only upon deleting them I realised there is actually a very simple solution which is a drop down list in each user called organisation. There I can pick which organisation they belong to. Would be useful if I was given that advice as it is actually a relatively quick fix in comparison to asking every user I have to validate their account. However, thank you for the advice!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Tamara,

    Sorry, my solution didn't address your issue better. Glad you were able to find a workaround though and please let us know if there is anything else we can help with. 

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  • Rachel Winstrand

    What is the reason for only being able to update 2000 at a time?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Rachel,

    This is a limit set to protect against abuse mistakes that can take place through errors via automation. Though if you would like to see this changed, I would recommend posting your thoughts in our product feedback forum.

    Best regards. 

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  • Michael Kirchhoff

    I need to import 62 names, addresses, phones and emails as organization available as drop down.  Is that possible?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Michael Kirchhof,

    This should be possible as long as you set the value of drop-down list options, use the tag you added when you created the drop-down list.

    Best regards. 

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  • Ash Wheatley

    Have there been any updates to exporting data? Or plans to update?

    As per a comment 2 years ago:

    "...bizarre that you export organisations in XML, then only accept for them to be imported in CSV"

     

    All I'm after is the ability to be able to export all organisations, make the required changes to a new field we are adding against all organisations, then import this back into the system. Seems to be a task that is being over complicated

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Ash,

    No updates to provide at this time. You may want to take a look at our App Marketplace to see if there's a 3rd party integration available that will get you the results you're looking for.

    I'll also be sure to pass this feedback along to our Product Managers so they're aware of this limitation.

    Regards,

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  • HDM Contact

    Hey Ash Wheatley.

    We can migrate your data from the CSV file.

    Here is the detailed guide on how to prepare the CSV file for migration to Zendesk.

    https://help-desk-migration.com/help/prepare-files-automatic-data-migration-csv/

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  • Allen Lai

    Unfortunately, we allow duplicate company names. How does the import handle duplicates? Will it simply ignore it during import? I could append a unique identifier at the end of each organization name, but that just complicates things for me.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Allen,

    Zendesk would not allow you to import organizations with the same exact name. I hate to suggest extra work on your part, but appending a unique identifier would probably be the best solution.

    I hope that helps.

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  • Ben Rosenberg

    Does anyone know what the correct formatting is for bulk updating a checkbox field? Have tried 0/1 and TRUE/FALSE, neither seem to show up properly after the import, but no errors either. 

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  • Erika Camille Sundian
    Zendesk Community Team

    Ben Rosenberg,

    As far as I know if you are importing information into a checkbox, enter 'true' to have it checked or 'false' to leave it unchecked.

    Please note though that the true and false values are case sensitive. I'm adding these articles here that might help:

    Creating the CSV file

    Can I update a checkbox field by adding a tag?

    I hope this will lead you in the right direction. If you have any further questions, please let me know! :)

     

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  • Ben Rosenberg

    Hey Erika Camille Sundian, thanks for the tip. I tried changing my values to "true" rather than all caps and it still said the import was successful, but none of the values updated. Anything else I might be able to try?

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  • Erika Camille Sundian
    Zendesk Community Team

    Hello Ben Rosenberg

    I saw you got some assistance with this in a private ticket and it's now solved, but let us know if there's anything else we can help you with or you may also follow up in that internal ticket. :)

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  • Frederic Truong

    Hello, Is it possible to bulk change the external_id ?

    I tried to update it by keeping the name on my csv as reference but it won't change.

    I also tried with a blank column to erase it but same problem.

    "Update existing" was of course checked. Did I forgot something ? 

    Thanks

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  • Katie Dougherty
    Zendesk Community Team

    Hi Frederic Truong

    Thank you for reaching out!

    To bulk update the external_id you need to include a column of email addresses on your CSV so that your account knows what existing records to update. 

    Please let me know if you have any additional questions or issues! 

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  • Frederic Truong

    Hi, I think that was some kind of excel field issue, I tried copy/paste the csv text and it worked with the same file !
    Thanks for your help

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  • Erica Sutherland

    Note that when importing orgs any information in the custom.fields_<field key> column that is associated with dropdowns,  the tag associated with the dropdown should go in the file, rather than the name of the dropdown. I didn't see this in the documentation anywhere, and it would have saved us a lot of time questioning our .csv formatting/guessing what the issue might be. In hindsight we probably should have tried that before contacting Support, however with that not being expressly called out in the documentation that part of the import was confusing and would be beneficial to incorporate. 


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