Importing and exporting values for ticket fields

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18 Comments

  • Heather Rommel
    Community Moderator

    Really helpful! We were just talking about creating a new dropdown field but it would have hundreds of options. You mention the file can't contain more than 3500 fields. But is the Zendesk dropdown limited also? Meaning, what is the max number of drop down options we can have for a field?
    Thank you!

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Heather,

    Thanks for asking! The 3,500 limit refers to individual options on a single drop-down or multi-select field, not the cumulative number of values across all the fields. You could have as many as 3500 options in a drop-down or multi-select (minus 1 row for the header) for a total of 3499.  If you are talking about hundreds of options in a drop-down fields you should be well under the limit.  

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  • Heather Rommel
    Community Moderator

    Thank you for the info, Lisa!

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  • Lisa Kelly
    Zendesk Documentation Team

    Just to clarify. Creating a field via CSV upload is limited to 3,500 values,  If you need more than 3,500 values, you can add them manually or use the API.

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  • Rob Vice

    I noticed the CSV cannot use "," formatting as it will just move the value in it. Additionally, if the headers are put into "value","tag","default" it will fail import as well.

    Is it possible to get the quote formatted CSV? I have a text string that has commas in it that comes from a reference and it would be nice to not manually parse it.

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  • Patrick Bosmans
    Zendesk Customer Advocate

    Rob,

    Unfortunately that is not a feature of our system at this time.  Additionally, I am unaware of any feature additions on the roadmap by our Dev team to add this feature at this time.

    However, if you would like to post in our Product feedback forum, our Dev team regularly goes through and reviews posts looking for opportunities to update our platform for the benefit of our users.  

    If you do post, please make sure to leave a detailed workflow use case as this will help them work out how to best add the feature to the platform.

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  • Jamison Donato

    We have a field with a list of distribution lists used within our organization.  One of our forms is for new hires and the idea is the HR manager selects which DL the new hire should be a member of.   

    Since there is a limitation here that only lets you import the CSV file for "New fields", how would we be able to import these values or update the list of values for existing fields?  

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  • Patrick Bosmans
    Zendesk Customer Advocate

    Jamison,

    You would be able to update the ticket field values by using the Tickets API endpoint, https://developer.zendesk.com/rest_api/docs/support/ticket_fields#updating-drop-down-field-options.

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  • Aswin Kannan

    Why is this not available for User Fields? I just did a manual thing of adding a 'Country' field with 200 drop down values. :(

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  • Alexander

    how do I update a multi select custom field by uploading a CSV file. 

     

    I only see the upload button when I create a new field. After creating the field I only see the download button

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Alexander,

    This feature will only allow you to import values for a new ticket field and not an existing one. If you're looking to update field values you'll need to use the API instead.

    Otherwise creating a new field, uploading the CSV, and then de-activating the old field is also an option.

    Let me know if you have any other questions!

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  • Alex Gibertoni

    Hi all,

    Does anyone knows if it's possible to match many tags for one ticket field and export it by CSV file?

    Do I need to use some separator?

    Thanks.

     

    Alex

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  • Daryl

    Hi,

    It appears that tags with colons are not imported correctly -- the colons are replaced with underscores. For example the following import data...

    ...results in this...

     

    It seems that this would be a bug since I can manually create tags with colons as well as to use the API to set the values, e.g...

     

    Regards,

    Daryl

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Daryl,

    You can't use special characters such as #,@, or ! in tags. When you try to add these characters, they will disappear when the ticket is updated. I've added an article below that goes into these rules in further detail. 

    Working with Ticket Tags

    Best Regards

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  • Daryl

    Hi Devan,

    Thanks for your response.

    So based on that information, it seems the bug is that the Support web UI and API both allow you to create tags with colons.

    Regards,

    Daryl

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  • Erika Camille Sundian
    Zendesk Community Team

    Hi Daryl,

    I just want to let you know that our Product Management team has acknowledged this and will be actively looking at it. However technically we don't support tags that contain a colon. We only support underscore and hyphen (_ and -) as characters in tags.

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  • Maria Johnson

    Context: We're on the Enterprise plan.

    I uploaded a Multi-select list about two months ago, according to these directions, and it worked fine. However, yesterday, when I tried to upload a Multi-select list using the same directions, it said it wasn't a valid csv file.

    I had inactivated the previous multi-select list that it was replacing, so there was no issue with duplicate tags. I even tried to re-upload the previous csv file that had worked before, and I still got the "invalid file" error. After many attempts to determine what may have changed, I re-activated the field that had previously worked, verified that it still worked in the forms and on the Guide, then downloaded the values.

    The Default column was gone. And when I removed the Default column from my new list file, it uploaded fine and works correctly in the forms and Guide.

    But the template CSV file that Zendesk offers as a download example still includes the Default column.

    Has something changed recently, or have I encountered a bug in my configuration (I'm still in process of setting everything up)?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Maria,

    I did some digging on my end and it looks like multi-select fields cannot have a default option which explains the error. Only drop-down fields can have a default option so I'll see if we can get that clarified in this article. As you mentioned, removing the default column when uploading a multi-select field will resolve the issue

    Thanks for bringing this to our attention!

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