Bulk importing users

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102 Comments

  • David

    There's a typo above: "To to this, give the same external ID"

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  • Jessie Schutz

    Hey Jason!

    This is actually addressed in one of our Support Tech Notes! There's some good info there, as well as some helpful links: How can I migrate my old tickets and knowledge base to Support?

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  • Jessie Schutz

    Hey David! Thanks for the heads-up. I've fixed it. :)

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  • Jessie Schutz

    Hey Jason!

    The bulk update functionality is still the same - 2000 rows max. If you have that many Orgs to import, I'd recommend pulling them in via API instead. You can find tons of information on this in our Zendesk API Guide.

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  • Rebecca

    Hi Shannon!

    The system should not require a brand when uploading users. A good way to think about this is brands are associated with tickets, but not with orgs and users. Users cannot be "associated" with a brand therefore there is not a parameter for brand when uploading users. 

    *Note: You can now specify a brand for users when performing a bulk user upload to send the desired brand's welcome email. (edited 07/2017)

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  • 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.  

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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. 

    *Note: You can now specify a brand for users when performing a bulk user upload to send the desired brand's welcome email. (edited 07/2017)

     
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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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  • David Warby

    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.

    2
  • Daniel Yousaf

    Hi Dan!

    Thanks for your question.

    I'm pulling this into a ticket, since we may need to look at account information to get you an answer.

    Talk soon!

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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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  • 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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  • 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!

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  • Dan Greaves

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

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  • Dilara Yüksel

    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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  • Lama Shujaa

    Hey team, we have around 200 agents their access must be restricted to the agent group, the problem is we need to add 35 groups. Is there any solution or bulk update includes the groups names ? we won't be able to add 35 groups to around 200 agents. can you please advise ?

    Another problem is when creating new accounts with Agent role and restrict the access to tickets in agent group, I need to add these 35 agents and the number may increase, is there any easier way rather than adding them manually, CSV option ? 

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  • Jessie Schutz

    Welcome to the Community, Lama!

    You can use a CSV to bulk update user information, including groups...I think that might be what you're looking for! If I'm missing the mark, though, let me know!

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  • Lama Shujaa

    Hey Jessie

    The fields in this article include the tickets access restriction type (for me here it is tickets in agent group), but I couldn't not find the field that gives me the option of the addition and the edit of the agent groups and the default group.

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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 

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  • Jeff Callahan

    Is there a way to import Org Drop-down lists using the Field Title instead of the tag?

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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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  • Moshe

    How can I add agents to groups in bulk upload 

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  • Jessie Schutz

    Hey Moshe!

    It's not possible to bulk update a user's group using the bulk upload via CSV, since there's no user data field for it.

    However, you can do this via the API. You can find links to the related resources in my colleague Kayla's comment above!

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  • Marcello Baccheschi

    Is there a webservice available for bulk import instead of using .csv files?

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  • Jessie Schutz

    Welcome to the Community, Marcello!

    If you don't want to use the .CSV method, you can import your users with our API! You can find all of our API documentation here: Core API.

    Hope that helps!

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  • Josh Vasile

    We could use to reset every password of our End_Users. I see that with the bulk uploader it says: "

    Send email notification to users if their password is changed?

    An email notification will be sent to end-users, admins, and agents when their standard password changes. We recommend that you enable this feature.

    "

    Is this if we ever change their password in the future? We are about to let 2000+ people start using our guides but need to reset all of their passwords before doing so. 

     

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  • Jessie Schutz

    Welcome to the Community, Josh!

    You're right, as long as the option is enabled in your Zendesk, your users will receive an email notification any time their password is changed or reset. If you'd prefer that this email not be sent for some reason, you can just disable the setting by going to your Gear Icon > Settings > Security > Global tab. Just uncheck the box next to User Email Notification and you'll be all set!

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