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Bulk importing organizations



Edited Jan 09, 2025


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55 comments

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Dane

Zendesk Engineering

Hi Sean,

Multi-select custom field for organization is not yet available.

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Thanks Dane, are there plans to support that in the future? 

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Are organization (or end user) external IDs visible in Support, or are they displayed on the record with other fields?

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Joyce

Zendesk Customer Care

Hello mfg,
 
The user's external ID can be found on the user profile page, in the bottom left corner, with the last login metadata. 

And for Organization, it is also at the bottom left corner, with the last created metadata. 

 
Hope this helps!
 

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Hawk Swearingen

Zendesk Luminary

For those that are wondering if you can bulk update Checkbox org fields, it's just a True/False value. You'll use the same header style as "organization_fields.<field key>"

True = Checked
False = Unchecked

@Zendesk, this should likely be mentioned in the documentation somewhere

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Jacquelyn Brewer

Zendesk Documentation Team

Thanks so much for this suggestion, Hawk. I've added this information to the article so others won't have to figure that out themselves.

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is there a way to bulk update users and create organizations on tickets without reopening them?

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Hey, mfg!

As an alternative to the Zendesk import tool, consider Help Desk Migration. It imports tickets and all related data into Zendesk automatedly. And KB information as well.

In your CSV file, you can include required and custom fields. As for the custom fields - they can be date, dropdown, number, decimal, and text area. 

You can download a sample file and insert your data for importing your records to Zendesk or use the sample file to check how the migration service works. The free demos are available.

For more details on how to set up a file, visit: https://help-desk-migration.com/help/prepare-files-automatic-data-migration-csv/

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How does this index edits for similar orgs?

I need to update my organizations, but generally I find my records align best via domain name rather than company name (ie. Joe's Gas, Joe's Gas LLC, Joe's Gas FKA Joseph's Petro). If there are two company names with the same domain, and domains need to be distinct across organizations, how will the orgs be updated? Will it be based / indexed on the name, where the first of the two has the change undone by the second?

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Tony

Zendesk Customer Care

Hi Matthew,
according to this article, "If you add a domain that is already mapped to another org, users are mapped to the first organization alphabetically".
 
I hope that helps, 

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I have a question. Lately we passed on Azure Active Directory. Our organisations were auto-updated with a script that do not work anymore. We now have a section named notes where our building code is updated. Azure didn't gave use the hability to update another field. Our buildings are many different schools.

With using bulk updating, can I use this notes field to update the organisation? What can I do for this?

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Mike DR

Zendesk Customer Care

Hi François!
 
That's correct, as long as the format is followed, you'll be able to use the notes field.

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Hello,.

I understand that after a bulk import I have to wait a few hours to see the results in Explore. It's been 48 hours and I still do not see my bulk changes reflected in Zendesk. When I use the data importer, I am told that "Mapping required. One or more fields couldn't be mapped. Modify your CSV file and reupload".

I have tried both bulk import and the data importer. Here are the .CSV headers:

Bulk Import:

Data Importer

Tell me where I am wrong and I will fix it.

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Mark Molloy

Your CSV headers look like they might be, but I'm unsure whether those CSV headers are the actual keys (vs titles).

Assuming they are, you can try using the numeric custom field ID (I've found across other features that sometimes this is the most reliable):

Also, I'm curious if this is similar to the Custom Object bulk feature, where I needed to add a fake first column (used "null" for the header).

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mfg These are the actual keys. The 'patch' field is numeric so I tried to bulk import it by itself (with name in the first column, of course) and it worked. I tried one of the other fields (text) by itself and it failed to update. I'll keep trying.

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Well, I'm still stumped. A custom text field will not bulk import (it has in the past). I reduced the .CSV file to one record. The email response says the organization was updated. Nope. Nothing. Nada. Zero. Zilch.  Cleared cookies, refreshed the page. Same result. I'm getting heat from management and I don't like it. Help!

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Does ZenDesk add an external id for the orgs you upload or is this a field that you have to add a vaue for?

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Destiny

Zendesk Customer Care

Hello Emily, 
 
Thank you for reaching out. 
 
When uploading organization data to Zendesk, the external_id field is an optional attribute that you can use to associate organizations in Zendesk with an identifier from an external system, such as a CRM. I am afraid we don't automatically generate an external_id for organizations; this is something you would need to provide if you wish to maintain a reference to an ID from an external system. This can be particularly useful for integrations or for tracking purposes across different platforms. If you do not provide an external_id, the organizations in Zendesk will still be created with their own unique organization ID.
 
I hope that helps. 

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Zendesk exports organizations as a text file with each record in JSON syntax. You can use a terminal command called jq to convert the JSON syntax to CSV. Here are the steps I use to format the text file and convert the records.

  1. insert an open square bracket at the beginning of the file and append a close square bracket at the end of the file
  2. append a comma after the closing brace of each record except the last
  3. identify which fields to include when turning each record into a column in the resulting CSV file and apply the list to this command (and then run the command in a terminal):
jq -r '["id","name","external_id","custom_field_1","custom_field_2","state"],
(.[] | [.id, .name, .external_id, .organization_fields.custom_field_1, .organization_fields.custom_field_2, .organization_fields.state])
| @csv' zendesk_export.json > zendesk_export.csv

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Hi François!
 
That's correct, as long as the format is followed, you'll be able to use the notes field.

Thanks for the reply Mike DR. Just to be sure, if the user has 001 in it's notes, if I want to import an organisation that will auto link to the notes number, is this the correct method?

 

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Hi,  I am trying to update existing organization. Custom field . I believe I got the bulk importer to work, I tested with two rows because I want to clear a field, its set with incorrect dropdown value and needs to be cleared. I tried leaving the field blank and typing NULL. the import completed, said successful but nothing updated.  I am assuming it is NULL i need to enter as I am also assuming I only need to enter the value in the column that I want to change, if I leave group blank for example because I dont want to change that one then it won't change, please advise?

 

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Hey Kirsty, I too, encountered something similar: the importer said it worked, but nothing changed. My issue was that my import file's field was not formatted correctly. Verify that the column heading is “Custom_fields.customfieldname”. 

 

As a last resort you might consider deleting the incorrect dropdown value in the organization and then importing the correct ones with the bulk importer.

 

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Jupete Manitas

Zendesk Customer Care

Hello François, thank you for writing in! Are you trying to modify or want to add notes to your existing Organization or you wanted to import new Orgs with notes? However, both can be achieved by preparing the CSV with notes related to the Organization. When Update existing organizations is enabled, then notes associated to the Org should be added. Thank you!

 
 

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Hi Jupete. No actually, I'm trying to sync organizations to user field notes. Our users contains the building number in their notes. I want this to auto sync with the same organization with the same number in their Notes too. We have over 60 buildings. Our sync stopped working when we needed to go on Azure AD and the only user field we can write something are the notes and details fields. I thought it would be possible to auto add organization to a user who have 001 inside it's notes section per example.

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https://support.zendesk.com/hc/en-us/articles/4408885980186/comments/7382582654234

 

Hi Jupete,

 

What I meant here was link user Notes field to organisation. Per example, I want users who has 418 number in notes to be linked automatically with an organisation.

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