Bulk importing users

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116 Comments

  • Anne-Marie Morell

    Hey Everyone! 

    I would like to prioritize our key organizations, however, I don't have the full email of every single contact that we deal with within each company. However, I do have the domains...Does anyone have experience with this or know if it is possible without the full email address? 

    For example: all created tickets with '@apple.com' 

    would be prioritized to our Premium Support Group? 

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  • Diogo Maciel

    Hi Anne!

     

    This seems to not be related to the Bulk Import, but I believe I have a solution for you.

    If these users are all part of the same organization in your Zendesk (lets say, Apple) you can open the profile page for the organization Apple in your Zendesk and add a tag to it. That way, all the tickets created by users in this organization will also have that tag. You can then create a trigger that all tickets with that tag will be put under the group Premium Support. You can check more details about this workflow below

    https://support.zendesk.com/hc/en-us/articles/203662006-Adding-tags-to-users-and-organizations

     

    Hope this helps!

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  • Grace Kim

    Whenever  I try to create new end-users in my organization, my bulk sheet ends up creating each person AS an organization...what am I doing wrong? I fill out the person's name, their email, set their role as "End-user" and their organization as "East", but then each person becomes an organization and not an End User. 

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  • James Sanford

    Hey Grace!

    That shouldn't be happening if you're selecting Bulk user import and not Bulk organization import!  I'm going to create a ticket for you so we can investigate this further so please keep an eye out in your email - thanks!

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  • Felipe Apostol

    Hi,

     

    Is there a bulk update to verify all (or a subset) users' identities? Or do we have to create a script to make a put request on `PUT /api/v2/users/{user_id}/identities/{id}/verify` endpoint, given a list of users identities?

     

    Thanks,

    Felipe

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  • Klara Audren

    Hello Felipe,

     

    I am afraid that there is no way to bulk verify identities, the reason for this is that the moment in order to update a user's identity you need to specify the ID.

     

     

     

     

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  • Nicki

    Hi, is it possible to include a timezone column in the bulk import template? Thanks!

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  • Jessie Schutz

    Hey Nicki! Welcome to the Community!

    It's not possible to include the timezone on the CSV template; only certain fields can be imported via this method, as listed above.

    However, you can include the time zone, as well as lots of other information, if you do your import via API. You can find the information on this here. Hope that helps!

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  • HDM Contact

    The easiest way to import users is to use the automated service - Help Desk Migration

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  • Justin Bauerle

    I have bulk imported from our Active Directory and when using the Microsoft sign-in feature, all new users that were created in the import (and in general if I create a new user) gets an error when logging in. Microsoft will accept their credentials, but when directing back to Zendesk, there is an unverified error that will not allow them to login. 

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  • James Treacy

    Hi we have bulk imported users from an old zendesk instance into a new one but they are all with the role "agent" and we need them to be "staff" in order to link them to the tickets we intend to import next.  We tried to bulk change the new users to "Staff" but we get this error:

    1. Error saving user:
    2. Your account does not allow more than 5 agents (including account owner and admins). Upgrade now to add additional agents.
     
    We have an enterprise subscription limited to 5 agents but surely we can link tickets to "end users".  Can you help explain what we need to do to migrate our data?
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  • Joe Beaudoin

    Hi James,

    Thanks for your question and sorry you're having trouble with the transition from your old Zendesk to the new one.

    When users are listed as "staff" in a Zendesk instance, it requires the same kind of "seat" as is required for an agent. This is why you're receiving the error code you are.

    What you could potentially do is bulk import the users as "end users" - however, this limits the kind of "linking" at your disposal. In other words, you couldn't link an end user as the "assignee" on a ticket but you could have them as the requester or have them CC'ed on the ticket.

    This article gives an account of how roles are determined within Support.

    Hopefully this clears things up!

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  • HDM Contact

    You can use this instruction for import (migrate) your csv data into Zendesk

    https://github.com/HelpDeskMigration/zendesk-import

    1
  • Diego García

    Hi, i have a question. 

    The API method can be used to UPDATE existing users? 

    Thank you!

     

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  • Stephen Fusco

    Hi Diego, 

    Yes, you can use the API to update your existing users. More info on that here: https://developer.zendesk.com/rest_api/docs/core/users#update-user

    Thanks for your question

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  • Conza

    Question - I have turned off the welcome email, so the stores (end-users, but going to make them light agents) don't get that prompt - to login. Which I don't want them to be able to do yet. Although, say with the internal guide feature - them as light agents, will be able to access that. 

    Can I trigger that welcome email, if I update the stores again? If I wanted to - by turning that on? They will already be light agents though, so won't get it regardless? Given they're not "new" but being updated? 

    Is there anyway I can down the track - trigger a 'welcome - setup your password etc.' email in BULK? Or mass password resets for accounts, so they get that email? 

    Cheers

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  • Maddie

    Hi there!

    I'm trying to bulk import and when I click the "Bulk user import" link in the settings/people section, it just leads me to a blank page.

    This article mentions that you need to be an administrator to bulk import and I am, and I am also on a paid plan. Is there a glitch or is there something else I need to be doing to be able to bulk import?

     

    1
  • Michael Goldman

    I am trying to add phone numbers to our existing users because we are implementing Talk. I do not want to add new users. If I bulk import a CSV that just has emails and phone numbers, will this just update existing users, using email as the primary key. Or will it also add new users for any email that is not found in our ZD database currently? I am not including name and restrictions columns in the CSV file, so I am thinking it will not add new users without these required fields. But I want to confirm.

    Also, if an import does not work correctly, is it reversible?

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  • Joe Beaudoin

    Hello Michael,

    Thanks for reaching out!

    So first things first, the CSV upload requires the name and restrictions fields be present; excluding these columns from the upload file will error out. So you would need to include these fields for the file to take.

    One thing you can do is export out the users that are already in the system and then upload a file with all the necessary fields (as well as the additional phone number field) back into Zendesk to update their user, accordingly.

    As a heads up, when adding numbers to users, be sure to adhere to the correct formatting when inputing the number. You can find more information on the proper number formatting in the following document:

    https://support.zendesk.com/hc/en-us/articles/115003671888-What-are-the-accepted-phone-number-formats-for-Talk-

    To answer your question, barring an erroneous attempt to import a user without the appropriate required fields, Zendesk will create a new user for any email address that is not currently in the system. Attempting to add the same email address for a new user would not successfully create a user, as any given email address can only be associated with one user in the Zendesk instance in question. If you were to attempt to update a user and referenced an email address in the respective column of a CSV upload file, whatever values you enter (or don't enter but leave blank) will update that user, accordingly.

    Lastly, if an import isn't done correctly, it won't take in the system. So yes, it would be reversible in that nothing would happen within Zendesk; the file would be rejected.

    I hope this proves useful in your efforts!

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  • Shannon Greene

    I am trying to import 20 agents using the Bulk user import link.  When I click the link, the screen basically goes blank.  It does not give me any options to upload my file.  I can manually load, but would love to have the option to upload since I will need to add about 300 agents in a couple of months.  Can you please check this out for me.

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  • Greg

    Hi Shannon!

    For security purposes, I'm going to move this into a ticket so that we can discuss this. I'll reach out to your shortly!

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  • Alice Ramos

    We have two brands with common customers with different member numbers/ policy number. Is it possible to add two external numbers for one customer? 

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  • Brett - Community Manager

    Hey Alice,

    Just to confirm, is this a custom field you've created to add your members number/policy numbers to? Or is this the External ID field you're attempting to have multiple numbers set up for? If so, I'm afraid each user can only have one external number set up on their profile.

    You'd most likely need to create a custom numeric field to include these different member policies on the users profile. I've attached the following documentation for Adding custom fields to users which I believe you'll find useful.

    Let us know if you have any other questions

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  • Alice Ramos

    Thanks Brett. We've added a custom field and would like to import numbers to fill this field during the bulk upload. Is it possible? 

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  • Brett - Community Manager

    Hi Alice,

    That's certainly possible by using the custom_fields.<field key> when you bulk import. If you're using a numeric field you'll need to set up a separate user field and then include those in the CSV file you intend to import. If you're unsure of where to locate the custom field you can take a look at our Identifying field keys for custom fields article which I've attached.

    Hope this points you in the right direction!

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  • Lisa Federico

    Hello,

     

    I'm having the same problem as Shannon Greene. When I try to bulk import users, it just goes to a blank screen. I've tried a few browsers and am getting the same result. Any help would be greatly appreciated as I have over 1200 end users to load up.

    Thanks!

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  • Lisa Federico

    Hi there,

    Is any one able to help? I haven't heard back yet and I really need to get this set up.

    Thanks!

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  • Winnie

    Hi. I am trying to upload users in bulk and when i press the button on the top right of the people page to do this, it goes to a blank screen. I am on a team plan for Zendesk support and as per your policies, it should work. Please help.

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  • Evan Mc Givern

    Hi Lisa and Winnie, I have created a ticket for each of you and will reply to both of you on the respective tickets. 

    1
  • Will Savoy

    Hi,

    I am having the same issue stated by Winnie, Maddie, Lisa & Shannon. We currently have Support Team plan and I am an Admin but cannot access the Bulk User Import section. When clicking the link I receive a blank page. Any assistance would be greatly appreciated.

    Thanks!

    0

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