Bulk importing organizations

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11 Comments

  • Ben Van Iten
    Zendesk Digital Resources Team

    Hi Aditya,

    The first thing I would do is add the groups you want to use, as you will not be able to map users to a group that does not exist already.

    Then from there, when you import agents you have the option to map them to this group. 

    I assume you are referring to agents because only agents can be in "groups" but let me know if I'm off base!

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  • Liz W

    Hi all! I'm puzzled by something here and wondering if anyone can help me out.

     

    The original article says the external_ID can be a unique identifier. I'm hoping this is true; I'm preparing to import all of our B2B customer organizations into our new help center before importing users, and there are some companies with identical names. We have unique IDs for each that we're planning to upload as well.

    However, in the comments, Patrick from Zendesk says that only the company name is a unique ID. On the other hand, the comments from Diogo and Austin in response to related questions from other posters suggest that the external_ID can be the unique identifier (and can even be used to update company names). 

    Anyone have any insight onto which is correct (or perhaps a nuance of this that I'm overlooking)?

    Thanks!

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  • Paul Kiersey

    Full XML exports aren't supported anymore, and CSV export only exports ticket information, so what is the solution to exporting Organization data now? I tried exporting a JSON file then opening in Excel and separating the data by commas, but the formatting is super messy.

    The full XML exports were ideal for an organization data export.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Paul,

    Full XML Export isn't available for accounts with more than 200,000 tickets (which I believe yours does have), but User XML Export should still be available, and that does include Users, Groups, and Organizations: Exporting data to a JSON, CSV, or XML file

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  • Paul Kiersey

    @... Perfect, that's exactly what I needed. Thank you!

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  • Dave Dyson
    Zendesk Community Manager

    Glad I could help, Paul!

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  • Stuart Buddrige

    Hi,

    Is there a way to import information to append it to existing data already in ZenDesk?

    For example, if we have an organisation with some data in the Notes field, and in the import file we wish to add some extra Notes in, but keep the original Notes, can this be done? 

    Thanks,

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  • Austin Killey
    Zendesk Customer Care

    Really good question @....

    It looks like you'd just need to export your org data first so that its Notes field has the current text showing in the data.  From there, you could edit the Notes field in that exported data to add on any additional text to the existing text, and then import that updated data back into your Zendesk account.

    I had to test on my end just to be sure, but it looks like that may be one of our best bets for appending existing organizational data. Let us know if you have any other questions!

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  • Stuart Buddrige

    @Austin K Thanks for confirmation.

    It's not the best solution really, especially when you can do an import of notes at a user level and if you separate this with a space, it DOES append any data in the import file to the existing data in ZenDesk. Why the difference between the Org level and User level?

    Thanks,

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  • Vincent van Elsas

    In the section about 'Importing the CSV organization data file' you say you need to bulk import these in 'users' page, but there is an 'organization' page where you need to import these.

     

    Besides that, I'm wondering how I could set up the difference between an organization, location and users. e.g. we have customer A, with locations XYZ and users 1 to 10. How do I set this up best? Can I use Groups for this purpose?

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  • Katie
    Hello Vincent,

    I understand you would like to use Organizations for your customers and then organize the users in those Organizations by location. The following three resources will help you with this workflow and learn about using Organizations to organize end users:
     


    One suggestion you and your team can consider is to use Organization fields to differentiate locations. For example, you could create customer A as an organization and then create an organization field for locations X, Y, Z. 

    I hope this suggestion works for you and your team! :) 

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