Bulk importing users Follow

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    Rich Lorenzo (Edited )

    Is there any way to set a primary and secondary email address on bulk import? I had to put together a support process for a specific internal request so it should have been easy but my company uses two sets of email aliases...so I have 120 people who belong to an Org with only one of their aliases associated with their end-user profile. I'd like to add the second alias for these 120 end-users en masse. Is this possible?

    I've already tried separating the email addresses in the email field with a comma and with a pipe delimitter. Also, I can't use the email domains on the Org level because I don't want all company employees to be a part of this Zendesk Org as its members represent only a subset of employees at my company.

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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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    Terry Knox

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

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    Rich Lorenzo (Edited )

    Thank you Justin! This worked like a charm!

    And for anybody else that might need to do this...it might be obvious to you from the start but I didn't realize it until I really got into it...you don't have to have each user record next to each other like in the screen shot example. I think it was like that more to demonstrate how to make this work.

    So on mine I did external ID 1-74 for the Original import list (with the existing email alias) and then started over on the same sheet going from 1-74 again with the new email alias. This made it very simple since I still had the original import list saved.

    And if you put any notes you only have to have it once otherwise it will post to user record twice. That was something I didn't catch until I did the import.

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    Kris Lowet

    Hi

    When bulk updating users, what is the "link" / "primary key" of a user account? The e-mail address? How can we be sure that the login information of user X isn't passed on to user Y?

    Thx

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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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    Luca

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

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    Colin Piper

    @Luca, no. However when importing the users you can specify the organization therefore the organization really needs to be there first.

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    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?

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    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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    Seth Wylie

    Hi Ryan,
    Your source must have been thinking of Users. The fields listed in this article under "Creating the CSV organization data file" do not include an "email" field.

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    Colin Piper

    For organizations the name is unique and used to match.

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    Seth Wylie

    Thank you, Colin!

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    Ryan Winkler

    Thanks Seth and Colin for the correction. I edited my original response to reflect as much (and also received a second opinion).

    Thanks guys!

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    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).

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    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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    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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    Brad Johnson

    How do I set a custom checkbox in the user profile as "checked"? I've got the custom user field listed correctly in the .csv file but no matter what data I put in, it doesn't check the box during the bulk import. 

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    Rich Lorenzo

    @Brad

    You've probably done this but have you tried a 1 for "true"? That's usually how that works but I've never needed to do this in Zendesk.

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    Brad Johnson

    @Rich I just tried that and unfortunately it didn't work. 

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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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    Jonathan March

    @Helen +99

    IMO this should be standard for all articles as new details emerge.

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    Matt Hoffman

    @Helen & Jonathan - Thank you for bringing this to our attention! I have reached out to our Documentation team so that they can update this article with the new information that's been presented in the comments.

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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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    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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    Brian Manning

    @Justin - That's expected with the bulk import. It's going to apply the default to the first org alphabetically. Your best bet for setting default orgs in bulk is this API endpoint. 

    I'm going to send a note to our docs team about adding a note to this article clarifying the expected behavior.

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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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    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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    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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    Shannon Brown

    I'm prepping a bulk upload file and realizing that there isn't a field for brand listed above. Will the system ask me on upload, or is it going to select a random brand to send the invite from? 

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