Bulk importing users Follow

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54 comments

  • Avatar
    Matt Hoffman

    Hey Seth -

    Unfortunately, you're correct - given that they match based off of org name there is no way to update the names themselves with this feature. I would recommend our Organizations Endpoint from the good ol' API - these key off of an Organization ID rather than the name.

    Specifically - you could use the List Organizations endpoint to get the Names & IDs of all of the orgs in your Zendesk, then use the Update Many Organizations endpoint (along with the relevant Org IDs from the previous step) to update all the orgs with their new names.

    I hope this helps - sorry for any confusion so far! To reiterate, bulk updating organization names needs to be done through the API as opposed to the bulk organization upload.

    If you have any questions just drop us a line at support@zendesk.com and we'll be happy to help.

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    Rachel Wolthuis (Edited )

    There are a lot of comments on this article so this tip may end up getting buried but hopefully it will help others.

    I was doing a bulk org import and was trying to set the org's group. After help from the Zendesk Support team I found out that the group field should be the group name, in all caps. In my case the group was 'Tier 2' so I had to put 'TIER 2' in the group field.

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    David Warby (Edited )

    FYI - Excel 2016 has the option to save your CSV as CSV UTF-8 so there is no need to upload to Google Sheets and re-download.

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    Jason Good

    Can we use the External ID as the field to match records with in SFDC?  Matching only on Account Name is incredibly limiting.  Who has a CRM with no duplicate account names in it?!  Not I.  :-)  Let me know if I can match on External ID instead.  This is for matching Organizations with Accounts.

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    Helen Vickers

    Would it be possible to put some of the tips, for things like multiple emails per account, in the actual article so that people do not have to scroll through pages of comments looking for clarification? 

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    Jason Good

    And is this still limited to 2000 rows?  We have 250,000 plus Organizations we would want to import.  How do we go about doing that besides a ton of small files with 2000 records at a time?

    Can we just have SFDC sync everything over?

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    Dilara Y.

    Hi, we couldn't figure out the format if we would like to bulk upload users by defining the customize roles (enterprise roles) and the groups under restriction. Tried many combinations but couldn't succeed. Zendesk support got back to us as restrictions does not support the groups but article says otherwise. Could you please advise?

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    Jessie Schutz

    Hey Dan!

    The only required fields in your user CSV are name and email, if you're importing end users. If you don't want your imported users to be added to an Organization, you can just leave that field off your CSV.

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    Jessie Schutz

    Hey Dilara! Can you give us more specifics about how you're trying to format your document?

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    Jessie Schutz

    Hi Jeff!

    If you're going to import using CSC/XML, the information won't import if it's not mapped according to the examples in the article.

    However, I believe you can use the API to do a more robust import!

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    Rebecca

    Hey Shannon -

    Understood, thanks for clarifying! :) At this time, this is a limitation with bulk user import and sadly it is not possible to set the brand to then send the brand's welcome email when creating a user. My team has reached out to our Multibrand Product Manager and he is aware of the limitation and has added it to our list of improvements for the multiple brands feature set. 

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    Luca

    Is it necessary to import both together ? (users and organization)

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    Jessie Schutz

    Hi Kris!

    The email address is the primary piece of information used to identify users in your Zendesk. As long as your CSV is properly formatted, your information will import without a problem.

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    Seth Wylie

    Thank you, Colin!

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    Jason Good

    Can I bulk upload tickets from our old ticketing system to Zendesk?  We are using Desk.com. I'd like to export all of them and import them into Zendesk so our history is maintained.  Is that possible?

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    Jonny

    Greetings Corey,

    Thanks for stopping in and leaving us with your question. Unfortunately, you wouldn't be able to send your CSV as a payload. However, you can parse the CSV on your end to create the JSON payload. It will require some doing, but you can definitely check out with these end points (links below) to start off:


    https://developer.zendesk.com/rest_api/docs/core/users#update-many-users

    https://developer.zendesk.com/rest_api/docs/core/organizations#update-many-organizations

    I hope that helps!

  • Avatar
    Shannon Brown

    Hi Rebecca,

    Brand is relevant, because I need to be able to instruct which Brand url will be in the invite email to the newly created end users.

    A prompt for which brand to use upon upload would also be fine. This is how it is handled when you create a single new user.  

  • Avatar
    Seth Wylie

    For an Organization upload, this document says, "update actually means replace. In other words, if you select Update existing organizations , it replaces the existing data for the listed users in your CSV file"

    However, the list of fields for an Organization upload do not include "id". So, when I'm uploading a list of organizations that are going to be replacing my existing organizations, how does Zendesk know which organizations I'm replacing? Does it simply match them on Organization Name?

  • Avatar
    Seth Wylie

    Unfortunately -- and correct me if I'm wrong -- but this ultimately means that I can't use this feature. I'm trying to use the bulk update to update the names of my Organizations (so that they match our Salesforce Account names, which is required for Zendesk's integration with Salesforce).

  • Avatar
    Mandeep Singh

    A helpful article that goes through getting around UTF-8 error when bulk uploading users: How to fix the UTF-8 error when bulk uploading users

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    Dan Rodriguez

    When importing an address into the Details field, I'd like to use a carriage return between lines.  Is this possible with the CSV bulk import?  

     

    Also, it seems to append to the Details when I reimport.  Is there a way to replace?

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    Justin Helley

    @Rich,
    You'll need to update existing users with an external ID in order to append an additional email to the profile. I've attached an example of what you'd need to upload in order to add a secondary email to an existing user.


    Please let us know if that causes any complications!

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    Sébastien ROUL

    Hi,

     

    It would be great to be able to add a sign "+" for example in the header to REPLACE the value that exists.

    for example, we use to upgrade our information, and for customers, we use details and note field to store the contact name or the address, then when we bulk import, it concatened the fileds.

    Rule would be : if the header name finish with + sign then replace, otherwise appended.

     

    Best regards.

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    Rebecca

    Hi Sébastien - 

    Thanks for the feedback! I definitely agree some more explicit method of appending data as opposed to replacing would be helpful! In general, both the notes and details import is not overwritten but instead appended. 

    Often when users are looking to perform a bulk user update, and do not want to replace existing data we recommend performing a User export under Settings > Manage > Exports. Doing this will give you a CSV of all user data to then make it easier to add updates that append as opposed to replace. 

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    Terry Knox

    @Justin - that's super useful information! Thanks.

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    Corey Thokle

    Is there anyway to upload the CSV file via the API?  The information captured in our User and Organization fields change quite frequently and we would like to upload a nightly CSV file into ZenDesk to have these fields update automatically.

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    Kayla Schmidt

    Hi Lama, the best way to bulk update multiple agent groups would be via the API. This link refers to associating agents to groups: https://developer.zendesk.com/rest_api/docs/core/group_memberships#bulk-create-memberships

    And this doc goes over the link between agents and groups: https://developer.zendesk.com/rest_api/docs/core/group_memberships 

  • Avatar
    Ryan Winkler

    Hey Seth,

    Great question! I had to reach out to a few team members to find the answer, and it stumped a few! But I did find the answer!

    EDIT(bad info I needed to correct!): Organization fields will be matched up by the unique name. This is what will determine if something is merged with old information or not.

    Thanks for the great question.

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    Justin Graves

    I'm having trouble setting the default organization for users who belong to multiple organizations. I use the method described in the directions with the pipe delimiter but no matter how I arrange the orgs, the one that comes first alphabetically ends up as the default org. What I really want is another org to be the default. Does anyone know how to set the default org in a bulk CSV user import?

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    Dan Greaves

    Hey all. Is it possible to bulk add users without adding them to organizations?

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