When you create a new drop-down or multi-select field for tickets, users, organizations, or custom objects, you may have a large number of field values to include. For example, a new field that lets agents choose a software version or product type might include hundreds of choices. Rather than add field values manually, one at a time, you can add many field values in a bulk import. You can also export custom drop-down and multi-select fields and values to archive or use in other applications.
Importing values is only available during the creation of a new drop-down or multi-select field. You can't import values for existing fields.
Creating the CSV field value file
To import values for custom drop-down and multi-select fields, you must first create a CSV (comma-separated values) file that contains the values you want to add. You can download a template CSV file and use it as a model for adding your own field values. See example below.
Field | Description |
---|---|
value | (Required) Value that appears in the drop-down or multi-select field for tickets, users, organizations, and custom objects. |
tag | (Recommended) Tag associated with the field value. The tag is used as a ticket property that can be used in triggers and other business rules. |
default | (Required for ticket fields only) Identifies the default value for the drop-down or multi-select field. Use true to identify the default value. Use false for all other values. |
When you create a list of field values to import, you'll probably generate this list of values from some other system. Most of these systems have some facility for creating a CSV export file. If you need to create the list from scratch, you can use a program such as Microsoft Excel or Google Sheets.
The file must be properly formatted CSV and saved using UTF-8 character encoding. The actual number of supported values depends on the field type, but the import CSV data file can contain a maximum of 3,500 rows of data (one row for the header, and the rest for field values).
Importing the CSV field value file into a new custom field
After you create the CSV file, you can import these values into a new drop-down or multi-select field. You can't upload a CSV file for existing drop-down and multi-select fields.
- In Admin Center, navigate to the correct location to add your new custom drop-down or
multi-select field:
-
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
- In Admin Center, click
People in the sidebar, then select Configuration > User fields.
- In Admin Center, click
People in the sidebar, then select Configuration > Organization fields.
-
In Admin Center, click
Objects and rules in the sidebar, then select Custom objects > Objects. Click the name of the object containing the drop-down or multi-select field you want to export, then click the Fields tab.
- In Admin Center, click
-
- Click Add Field and then select Drop-down or Multi-select.
- In Field values, click Upload CSV.
- Click Choose a file and open the CSV file you want to import, then click Upload. Alternatively, you can drag and drop the file you want to import.
- When you successfully upload the CSV file, Field values are updated to include
the new data.
- Finish adding information about your new field, then Save your changes.
Exporting fields and values for custom drop-down and multi-select fields
As your list of ticket, user, organization, or custom object custom fields and field values expand, you may find it useful to export your custom fields and values to a CSV file. For example, you may want to use the CSV file as a checklist to verify that the latest product types or software versions are available for your tickets.
- Navigate to the list of custom fields:
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
- In Admin Center, click
People in the sidebar, then select Configuration > User fields.
- In Admin Center, click
People in the sidebar, then select Configuration > Organization fields.
-
In Admin Center, click
Objects and rules in the sidebar, then select Custom objects > Objects. Click the name of the object containing the drop-down or multi-select field you want to export, then click the Fields tab.
- In Admin Center, click
- Click the name of a drop-down or multi-select field from the list of custom fields.
- Next to Field values for the ticket, click Download CSV to export a list
of values in CSV format.
See example below.
To export a list of custom ticket, user, or organization fields
- Navigate to the list of custom fields:
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
- In Admin Center, click
People in the sidebar, then select Configuration > User fields.
- In Admin Center, click
People in the sidebar, then select Configuration > Organization fields.
- In Admin Center, click
- (Optional) Filter or sort the list, or change which columns are displayed. This changes what is included in the exported CSV file.
- Click Actions at the top of the page and select Download CSV to export a
list of ticket fields in CSV format.
By default, the exported file includes the following information for each ticket field: Display name, Type, Field ID, Date modified, and Tags. For example:
The file can be opened in text editors and spreadsheet applications, such as Microsoft Excel or Google Sheets, for further processing.
10 comments
David Judenne
Hello,
It's bad that we can't import a csv fiels if the ticket field is not new, I have a list use but this list is update after a while with big change, so can't manually change the 600 line and I don't want create a new ticket fields because then all the data use on previous ticket will be save under a different ID and for my reporting I need to check 2 different fiels :(
So can you think about import csv on existing ticket field even if this delete actual list ?
Thanks
27
Patrick Wilson
I have a field called "Reason", this was setup 8 years ago via an import. the format is Device > model > reason. Today when adding a new model, I ended up with a duplicate menu. After really digging into this, everything looked the same on the field values.
Device - BP::BP5::Basic::Availability
Device - BP::BP5S::Basic::Availability
But I keep ending up with two menus called Device-BP. After exporting the fields, I saw the error. What was imported originally had some weird characters..
(originally imported) Device - BP::BP5::Firmware::Accuracy
(keyed in today) Device - BP::BP5S::Basic::Availability
Is there anyway to fix the old ones or type in the new ones? I don't want my team to have to have two menu choices that are the same.
1
Heather Rommel
Hi Patrick Wilson,
That's interesting! I've not seen special characters import like that.
The key to custom fields is that you can change the visible name of the fields as long as you keep the tag the same and you should be fine. In other words, you should be able to rename  BP::BP5::Firmware::Accuracy to just BP::BP5::Firmware::Accuracy
... and not affect your reports as long as you keep the tag associated exactly the same.
Hope this helps!
1
Patrick Wilson
Thank your for your response. Based on your answer, I was able to device a workaround. The corrupt characters may be a more recent issue, not from the original import as I have found it in some of the newer, manually entered fields. I will have to explore this in the near future.
1
JJ Breen
Is there a way to (recursively, API, or otherwise) export a list of fields AND values together?
I have been tasked with auditing all of our drop-down fields and it is almost easier to just copy and paste or manually type the values into a spreadsheet than to click into each of the field names and download individual CSVs for all 34 drop-downs, and then try to match those CSVs back to the field name itself.
3
Jeff C
Unfortunately, there is not a native feature to this other than what described here. What I have in mind is running an API script that will get all your ticket fields then making a call to the List Ticket field options endpoint that loops replacing the Ticket Field ID value each time.
0
Alex M
Also requesting the feature to allow for importing of an excel with additional fields for an already existing ticket field. Doing updates to ticket fields with over 200 values is very time intensive where a simple excel document can take minutes to setup saving hours of work.
10
Dave Dyson
Thanks!
0
Jameela Bacchus
Can David Judenne's recommendation here(first comment on this article): https://support.zendesk.com/hc/en-us/articles/4408836502682/comments/4408850062106
Be flipped into a feature request ? I didint find one addressing this.
Importing new field options into an existing field would be very practical.
2
Drew Frey
2