Importing and exporting values for ticket fields

Have more questions? Submit a request

11 Comments

  • Heather R
    Comment actions Permalink

    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!

    0
  • Lisa Kelly
    Comment actions Permalink

    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.  

    0
  • Heather R
    Comment actions Permalink

    Thank you for the info, Lisa!

    0
  • Lisa Kelly
    Comment actions Permalink

    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.

    0
  • Rob Vice
    Comment actions Permalink

    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.

    0
  • Patrick Bosmans
    Comment actions Permalink

    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.

    0
  • Jamison Donato
    Comment actions Permalink

    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?  

    0
  • Patrick Bosmans
    Comment actions Permalink

    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.

    0
  • Aswin Kannan
    Comment actions Permalink

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

    0
  • Alexander
    Comment actions Permalink

    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

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0

Please sign in to leave a comment.

Powered by Zendesk