Bulk importing users

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116 Comments

  • Ingrid R.
    Comment actions Permalink

    Hi Will!
    I have opened a ticket on your behalf in order to further investigate why you cannot bulk import users.
    Looking forward to hearing from you there!
    Regards,

    Ingrid R. | Customer Advocate 

    0
  • John Wu
    Comment actions Permalink

    Hi,

    I have a similar issue of being unable to find the link to bulk importing users. What I see on the admin -> people page is something like:

    i.e. only 3 options available: "bulk importing organizations", "bulk deleting users", and "deleted users". There's no "bulk importing users"?

    Regards,

    John

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi John -

    When this happens, there's typically a setting that we have to enable from our side of things. I'm working on getting a note added to the article about this known issue.

    In the meantime, I'll create a ticket for you so that we can get someone working on turning this on in your account. Look for an email notification about that from me shortly.

    For any other users who have this issue, your best course of action for this particular problem is simply to email support@zendesk.com, as we would need to shift you into a ticket to get it enabled anyway.

    2
  • Elena Bedosti
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    Hi, is that possibile to import pre-set password to end-user? Thank you

    0
  • Hassan Bello
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    Hi,

     

    I can't find "Import Users" i sent an email regarding this but I haven't gotten a response on this.

    Please help.

    1
  • Tim Capone
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    I see the option, but when I click it, it just leads to a blank page. Trying to copy and paste the link directly results in the same

     

    https://*******.zendesk.com/import?kind=user

     

     

     

    2
  • Conza
    Comment actions Permalink

    Hi team,

    Getting - "Missing mandatory field in header: email."

    Although I have it there, and has previously worked updating bulk users. Have followed all instructions as per usual. 


    Have tried numerous variations etc. No dice.

     

    EDIT: seems like name was also needed when updating, not just email. Odd. That worked though.

    0
  • Brett - Community Manager
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    Hi Conza,

    Any chance you could provide a screenshot of your headers you're using so I can take a look?

    Thanks!

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  • Pedro Rodrigues
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    Hi, is there any way to to activate Zendesk Chat (and chat role) for any of the agents while importing via CSV?

    Btw, there doesn't seem to be a reference to this profile section in Adding and managing end users

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Pedro,

    I did some digging on my end and it doesn't look like you can enable Chat on a profile using the bulk import method. You'd either need to manually update this from the agent's profile or using the API.

    As for this section missing in the documentation you're referencing. I believe that the article is specifically for Support accounts without Chat. If you're looking for how to create/add a Chat agent you'll want to take a look at this article: Setting up Zendesk Chat in Zendesk Support

    Hope this helps!

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  • Pedro Rodrigues
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    Thanks a lot, Brett, it seems API is the way to go!

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  • Brett - Community Manager
    Comment actions Permalink

    Glad I could help Pedro :)

    0
  • Shahin Kashanchi
    Comment actions Permalink

    I am in the process of trying out Zendesk. I am wanting to d a bulk import of users. The article says to click on People and select Bulk Import users from the right side column. I do not see this option. The only options I see are Bulk organization import, Bulk end user delete, and Deleted users. What am I missing here?

     

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Shahin,

    Bulk user import is not available on a Support trial as mentioned above. To gain access to the bulk user import feature you'll need to upgrade your plan level to at least Essential.

    Cheers!

    0
  • Mark
    Comment actions Permalink

    Recently my user import has not included shared phone numbers. I'm pasting in the CSV data and everything else imports just fine. The shared numbers used to import, not sure why it stopped. 

    Anybody know why the shared phone number no longer imports?

    Here's an example of the CSV data that I'm importing:

    Name,Email,external_id,Phone,shared_phone_number,tags
    John K. Doe,john@doe.co,S552215,+1 (212) 222-2222,+1 (212) 333-3333,




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  • Brett - Community Manager
    Comment actions Permalink

    Hey Mark,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive an email shortly stating your ticket has been created. If you can, go ahead and attach the CSV file you tried importing so we can take a look for you.

    Thanks!

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  • Monica
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    Is there a way to have alias and multiple groups as part of the bulk import for agents?

    1
  • Brett - Community Manager
    Comment actions Permalink

    Hey Monica,

    Groups and an Alias will need to be assigned manually within the agent interface. Those aren't available as fields within the CSV unfortunately :-/

    The only other option would be to use the Zendesk API to bulk update these users after they've been imported. 

    Let me know if you have any other questions. 

    0
  • Stephanie Seo
    Comment actions Permalink

    I'm trying to import my customers file, but it doesn't work. The number of customers should be over 700, but only 4 customers show up in my Zendesk people. And, I also designated organizations to each customer, but only one customer is included an organization. I chatted with a chat agent of Zendesk, she said it seems good. Could you see my .csv file then tell me what is the problem?

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  • Graeme Carmichael
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    Stephanie

    It may be because you are using commas in the 'details' and 'origanization' columns.

    To check this, open the CSV file in a text editor and check that the text is surrounded in quote marks. That way the Zendesk will not confuse the commas in your notes with the comma that separates the fields.

    For example:

    my name, myemail@abc.com, id, "My details, are here","This is a note, that has commas too",

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  • Stephanie Seo
    Comment actions Permalink

    Graeme Carmichael

     

    Thank you for comment. But I figured the problem. It was because there were some blank in email. It is necessary to fill out the emails.

    Thank you for your time!

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  • Graeme Carmichael
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    Stephanie

    Ah, glad you are sorted. Thanks for getting back.

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  • Justin
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    Is it possible to bulk update user segments (Guide) for zendesk users? 

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  • Brett - Community Manager
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    Hey Justin,

    There's no way to bulk update user segments at this time. I also checked our API documentation and it looks like you can only update one user segment at a time through there as well.

    Let me know if you have any other questions!

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  • Peng Li
    Comment actions Permalink

    Any way to bulk import users as Light Agents? 
    I tried using the column Light Agent, but all the users remain as "End-Users".

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Peng,

    In order to do do a bulk light agent import you will need to have agent in the role column and you will need to have a restriction column where you specify "light agent".

    More information can be found in the following article: How can I bulk upload users and specify custom roles?

    Let me know if you have any other questions.

    Cheers!

    1

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