Bulk updating users

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24 Comments

  • Anti Kaks
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    My zendesk doesn't have a Bulk Import Users, only has Bulk Organization Import ja Bulk users Delete ones. as seen on http://imgur.com/a/y90sU . Do I have to check a box somewhere to see it?

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  • Graeme Carmichael
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    Anti

    Are you on a trial account? Bulk import is disabled by default on trials. 

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  • Nicole Nguyen
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    Why is that the instructions here state to export an XML file instead of a CSV file when the "bulk import" instructions only allow for CSV files?

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  • Ryan C.
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    Hi Nicole, 

    Thank you for your inquiry.

    The reason the article states that one should use an XML export, rather than a CSV, is because CSVs are specifically used for Ticket Data ( Exports ). XML exports send you Ticket Data, User Data, Account Data, Orgs, Groups, Etc. Using the XML export feature, will send you the information needed to change, alter, or update any end-user data. 

    There are many conversion tools located online, that will allow you to convert an XML file to a CSV file. Based on your inquiry, they may help to expedite the process of export to re-import.  

    Best,

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  • Jon Heath
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    Zendesk needs to build this into the admin tools. We should be able to select a list of end users, select one or more fields to change and update them at once. 

    1
  • Nicole - Community Manager
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    Hey Jon - 

    Sharing that feedback along with some detail on your use case would be great to post in the Product Feedback topic, which our product teams follow. 

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  • Jon Heath
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    Thanks Nicole. I've added to the Product feedback - hopefully in the correct place.

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  • Nicole - Community Manager
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    Great, thanks, Jon.

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  • Andrew Jacobs
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    Bulk manipulation of Agents and Groups is an obvious tool for administration and shouldn't even have to be requested. Currently I have to go through every single agent, one by one, who I bulk imported and take them out of the default support group they were forcefully put into. Default groups are incredibly pointless/annoying and should be removed from Zendesk.

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  • Vladan Jovic
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    Is there a way to update many users with a tag, I'm trying like:

     

    curl https://moderatorvlad.zendesk.com/api/v2/users/update_many.json?ids=12560843185,15005441245 \
    -d '{"user": {"tags":["new_tag"]}}' \
    -H "Content-Type: application/json" -X PUT \
    -v -u email:pass

    but it removes the current tags. I want just to add a new tag. 

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  • Jessie Schutz
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    Hey Vlad!

    Are you sure you're using whatever the right syntax is to add tags? You might be using "set tags", which removes all the existing tags and replaces them. I'm not sure how that works when you're coding it like this, but it might be worth double checking.

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  • Vladan Jovic
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    Hey Jessie, I'm using just "tags" as it is in the API documentation

    https://cl.ly/523a4643d20d

     

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  • Graeme Carmichael
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    Vlad

    I have added tags to tickets (but not users). To add, you need to follow the format below:

    Would it be worth trying that for user?

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  • Vladan Jovic
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    I've tried that already Graeme, but it has not worked for users :/

    Anyway, really appreciate your help!

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  • John Belk
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    Vladan, 

    Did you figure out the issue with updating user tags?

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  • Vladan Jovic
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    Hi John, unfortunately not :/ 

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  • Amanda Oka
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    I don't think this note is applicable anymore:

    Note: When existing users are updated via bulk import, only one unique identifier is required (such as an email or external ID).

    I just attempted this and received an email every time that a mandatory header is missing: email.

    I attempted this via pasting in the box as well as importing csv files.

    Clarification would be greatly received.

    Thank you :) 

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  • Brett - Community Manager
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    Hey Amanda,

    Which unique identifier did you attempt to use when updating your existing users? The email should only be required for new users unless you don't have another unique identifier present.

    Let me know!

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  • Amanda Oka
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    Hello Brett,

    I was using external_id, followed by custom_fields.abcdefg

    Thank you :) 

    Amanda

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  • Brett - Community Manager
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    Thanks for the update Amanda!

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

    You'll receive an email shortly stating your ticket has been created. If you could reply back to that ticket with a copy of that CSV file you were using we can take a look for you :)

    Cheers!

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  • Steven Vella
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    Hi All,

    I'm trying to add multiple agent using the csv file and also the "Let me paste in data instead" but the group is not being updated. sample below:

    Name,email,external_id,role,restriction
    xxx,xxx@xxx.com,xxx,Agent,Payments - Tier 1
    abc,abc@xxx.com,abc,Agent,Support - Tier 1|Support - Tier 2

    where Payments - Tier 1, Support - Tier 1 & Support - Tier 2 are groups in zendesk

    Can anyone please help me why all agents are being added in the default group?
    From my understanding i cannot update multiple groups using the CSV so that might explain my the second row is not working but the 1st agent should be places in the payments group. Am i right?

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  • Stassa Miller
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    Is there a way to bulk update assignees on tickets?

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  • Graeme Carmichael
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    Stassa

    Yes you can bulk update the ticket assignee- as long as you are assigning all tickets to the same assignee.

    See this article.

    1
  • Stassa Miller
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    Graeme Carmichael. Thank you!  :)

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