Bulk importing users

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141 Comments

  • Christian Becker

    Heather Rommel For Customfield it is necessary to copy them also in the second line, otherwise the second entry will remove all customfields which were filled the line before. 

     

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  • Andrej Zohar

    Hi.

    Rare bird here...  But everybody here seem to be using standard Latin character set. We try to import / export contacts, but for some reason Unicode is not fully supported. Our special characters do not appear in importing or exporting from/to Sell. I am hereby providing example and below our names in form that they should appear.

    What solution do you propose? Kind regards A.

    Image removed by the Zendesk Community team as it contained sensitive data. 

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Andrej,

    Thanks for reaching out! I removed the screenshot from your comment as it looks like it contained some phone numbers and names of potential users in your account. I'm going to create a ticket on your behalf so some of our Sell experts can discuss this with you directly.

    Cheers!

    1
  • Chris Taylor

    If I upload my users will they automatically sync to the correct org based on email address? Or will I need to ensure the org name is included in the CSV

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Chris - 

    You should include the org name in the CSV. Also note that you will need to create the orgs first, or the import will fail. 

    0
  • James Masterton

    Is it possible to assign Light Agents to a group using this method?  Or does that need to be done manually since Light Agents is already in the restriction field?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello James Masterton,

    Updating Light Agents to a Group should be possible via Bulk Update! Let us know if you run into any issues and we'll be happy to troubleshoot it for you.

    Best regards.

    0
  • Kelsea O'Connor

    Is there a way to bulk replace user tags? I see it's in the list of fields that get appended, but I actually do want to replace them with new values. There are too many users to do this manually. Thanks!

    1
  • Christian Becker

    Hi Kelsea, 
    probably use the API

    https://developer.zendesk.com/rest_api/docs/support/tags

    With that you can delete the tags from each user and set it new.

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  • Kristen

    Hello Devan - Community Manager and Nicole Saunders! I am trying to delete the phone numbers for all 23k end_users that we have. I wrote a script to be able to iterate through users, pull their user identity id if it is a phone number, and then delete it via API. However, I'm noticing despite a status code 204, in many cases, I still see the phone number from the UI, despite it no longer being available when I've queried it via API. On other occasions, deleting the user identity does remove the phone number from the UI. This leaves me to believe that sometimes phone numbers (not yet clear when) are stored on both the phone field of the user AND as a user identity, and that deleting user identity does not actually remove it from the user. It is really hard to get clarity on how you all are actually storing the phone number. Could someone from the Zendesk team please elucidate for me how to permanently delete phone numbers and/or hide it from our agents?

    0
  • Carl McDowell
    Zendesk Customer Advocate

    Hi Kristen,

    A phone number can be stored as a direct line or a shared line. We go into some more detail here: Understanding how phone numbers are linked to end-user profiles

    However I don't think that solves the issue you are facing, and it may be worth taking this into a ticket to figure out the answer.

    I'll reach out to you from the ticket I create about your issue. Once we find the solution we can post it back here.

    0
  • Beatriz Bravo Gallardo

    Hello, 
    We used to replace all our user's tag just with the csv, is there a simple way to have the overwriting behavior using the csv? 

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  • Dave Dyson
    Zendesk Community Team

    Hi Beatriz,

    Unfortunately, updating users via CSV can only append new user tags, it cannot overwrite existing user tags. See Updating existing user profile data

    In order to bulk-update the user tags of a number of users at once, you'd need to use the API: Create Or Update Many Users

    If you haven't used the API before, this introduction could be helpful: Introduction

    -1
  • CJ Johnson

    What about groups? They are not mentioned. 

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  • CJ Johnson

    Zendesk Support tells me it's actually "impossible" to update groups using this method. If it's not impossible (which I suspect it's not), can you please update this article with some clearer instructions on how to import restrictions like groups? 

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  • Brett Bowser
    Zendesk Community Team

    Hey CJ, 

    You are correct and you cannot set an agent's group via CSV bulk import. There are only two options available for updating a users group:

    • One would be to manually set the agent's group via the agent interface.
    • The other one would be to use our group memberships API endpoint, although this would involve a bit of code work on your part.

    Since this article is specifically addressing bulk importing users, I'm thinking we will want to create a separate article that discusses how someone can update group assignments in bulk outside of a CSV file.

    Appreciate you bringing this to our attention!

    0
  • Heather Rommel
    Community Moderator

    Hi CJ Johnson,

    I thought I'd mention one of my favorite ways to update Agents' groups is to go to Admin -> Manage -> People and select Groups. Or go here: https://YOURDOMAIN.zendesk.com/agent/admin/people and select Groups

    Select the Group you want to update - and click edit all the way to the right of the screen. There, you can simply check the Agents you want to add to a group.

    0
  • CJ Johnson

    Brett Bowser
    Maybe it would be good then, to remove all the references in this article that say you can do this? Based on the article comments this certainly used to be possible, so it's extremely confusing to have left it in. This deprecation/removal does not appear to be mentioned in any release notes either. 

    0
  • CJ Johnson

    Heather Rommel

    Unfortunately, that's a non-starter. I'm not going to click 100-200 names by hand every time I need to make mass updates, one because that's really tedious, and two, because it's prone to human error. Getting a CSV import file with errors on the ones that failed for this task is highly, highly preferable, although given that it was apparently removed, and would overwrite, not append groups, previously, I'm not sure that really met my needs either. I'll likely end up spending some time writing out some API scripts to accomplish this task, though it won't be quite as nice or accessible to less technical folks. 

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  • CJ Johnson

    This article is *still* outdated and claims you can update groups using the import. 

    0
  • Dave Dyson
    Zendesk Community Team

    Hi CJ –

    Thanks for your feedback here, we've adjusted the text about on groups in agent restrictions above, and removed Devan's response from last year. Hopefully that will make things more clear (and provide some guidance on how you can add agents to groups).

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