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Bulk updating users

Kate Hastings
  • Edited

Question

How can I bulk update my users?

Answer

There are two ways to bulk update users within Zendesk. The first option is to Import Users through a CSV and the second option is to utilize the API to bulk update users. Below are the steps for both options on bulk updates.

Option 1: Import Users

1. Generate a user CSV of your existing users, either by exporting a User XML export from your Zendesk Support account (Professional or Enterprise only) or manually creating the file.
2. Edit the user field columns with your updates.
3. Re-import the file into your Zendesk via Admin () > Manage > People > Bulk user import.

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

Option 2: Update Many Users API Call

1. Create a script using the Create or Update Many Users call in the Zendesk API. 2. Adjust the user objects you want to update.
3. Run the script.

Have more questions? Submit a request

24 Comments

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  • Anti Kaks
    Comment actions Permalink

    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?

    0
  • Graeme Carmichael
    • Edited
    Comment actions Permalink

    Anti

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

    0
  • Nicole Nguyen
    Comment actions Permalink

    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?

    0
  • Ryan C.
    Comment actions Permalink

    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,

    0
  • Jon Heath
    Comment actions Permalink

    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
    Comment actions Permalink

    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. 

    0
  • Jon Heath
    Comment actions Permalink

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

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Great, thanks, Jon.

    0
  • Andrew Jacobs
    Comment actions Permalink

    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.

    0
  • Vladan Jovic
    Comment actions Permalink

    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. 

    0
  • Jessie Schutz
    Comment actions Permalink

    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.

    0
  • Vladan Jovic
    Comment actions Permalink

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

    https://cl.ly/523a4643d20d

     

    0
  • Graeme Carmichael
    Comment actions Permalink

    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?

    0
  • Vladan Jovic
    Comment actions Permalink

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

    Anyway, really appreciate your help!

    0
  • John Belk
    Comment actions Permalink

    Vladan, 

    Did you figure out the issue with updating user tags?

    0
  • Vladan Jovic
    Comment actions Permalink

    Hi John, unfortunately not :/ 

    0
  • Amanda Oka
    Comment actions Permalink

    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 :) 

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Amanda Oka
    • Edited
    Comment actions Permalink

    Hello Brett,

    I was using external_id, followed by custom_fields.abcdefg

    Thank you :) 

    Amanda

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Steven Vella
    • Edited
    Comment actions Permalink

    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?

    0
  • Stassa Miller
    Comment actions Permalink

    Is there a way to bulk update assignees on tickets?

    0
  • Graeme Carmichael
    Comment actions Permalink

    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
    Comment actions Permalink

    Graeme Carmichael. Thank you!  :)

    0

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