Bulk importing organizations

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  • 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!

  • 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)?


  • Paul K

    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.

  • Dave Dyson

    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

  • Paul K

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

  • Dave Dyson

    Glad I could help, Paul!

  • Stuart Buddrige


    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? 


  • 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!

  • 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?


  • 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?

  • K
    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! :) 

  • Tiffany Brown

    Hi, forgive me if I missed this. With the new change, I no longer see the Bulk Org import option, I only have User or delete. Has this completely been removed, or do I need permission for that?

  • Josh
    Zendesk Customer Care
    Hi Tiffany!
    Thank you for reaching out to us. This is not removed actually however, you will need to be an admin to access this.
  • John DiGregorio

    I am trying to do a bulk import of organization data.  I want to pass the account owner and ARR for each account.   If the account doesn't existing in Zendesk I want to skip over it.  However, the option for Create new Organizations can't be disabled


    Bulk import organizations

     Create new organizations

    Organizations that exist in the import data, but not in Zendesk, will always be created.

     Update existing organizations

    Update existing organizations with the attributes specified in the import data.

  • Nelson Garcia


    I am trying to make a bulk upload for the organizations, and I see this message:

    "Your job has been submitted. You will receive an email with a download link shortly."

    however, It's been several days since I did this and I don't receive anything still. 

    Can someone tell me what I am doing wrong?

  • Frank Roberts

    Check your inbox for a success or failure message. If the job failed, the attached csv should have the reason. Perhaps it in the junk mail folder if you don't see it in your inbox.

  • Juan Camilo


    I need to update the organization name, how can I do it if the organization name is the unique ID?

  • Brett Bowser
    Zendesk Community Manager
    Hey Juan,
    Are you updating the organization through the agent interface or uploading a CSV file? If through the agent interface, you should be able to change the name from the organization page and the ID would remain the same. If you're updating the name through a CSV file the same should be applicable. Just change the name field and leave everything else in the row the same. 
    Let me know if I'm misunderstanding your question!
  • Mathew St Thomas Jr


    When trying to bulk update organizations, I am getting several that come back failed stating "Name: {company name} has already been taken".  Any reason why this would happen while the other organizations I uploaded updated correctly?

  • Jacob Meesenburg

    Is it possible to sync the organisations from the sell modul to the support modul? I have quite a lot of comoanies in the sell account but not many in the zendesk suppot account

  • Dane
    Zendesk Engineering
    Hi Matthew,
    The common root cause for this behavior is due to duplicate company name in your CSV or existing orgs. You'll need to manually check it on your end. 
    Hi Jacob,
    Unfortunately, this feature is not supported.
  • Terena Eron

    Hello, is there any plan to up the number of rows of data that can be uploaded at a time?

  • Jo

    Is there a plan to restore the export to CSV option? The JSON is unusable. 

  • John DiGregorio

    I am a little confused - it says the name is required.  However the next bullet says you can use an external_id.   All of our systems are linked using the SalesForce account id as the names could be different between systems.   How can you make the CSV import use the external_id versus the name?   Also when I look under the organization fields I don't see external_id

  • John DiGregorio

    Liz W did you ever get an answer for this.   I have wasted 4 hours today trying to get this to work and can't.    It is frustrating that the name is required but then it goes on to say a unique_id can be used.   The only thing I have found with testing is if I have two accounts all with the same information on the csv except for the external id it will match the right one.   However, you can't have two companies in Zendesk with the same name so what good does it do


  • Sushree Kanta Peda

    I am experiencing issues while importing from a csv. below is the data

    1315-ENERGY EXPRESS 66 #1315

    below is the error: 

    We've been notified about this. Please contact our Customer Support team for more information about the error below:

    #Parameter 'name': Expected type T.any(Integer, String, T::Boolean), got type NilClass
    Caller: /app/.bundle_deployment/ruby/2.7.0/gems/sorbet-runtime-0.5.10690/lib/types/private/methods/call_validation.rb:201
    Definition: /app/components/group/public/group_component/repository/group.rb:107

  • Brandon Niblock

    Sushree Kanta Peda

    I reached out to support on this. The temporary solution is to remove the blank columns with no data from the CSV.  I did push for this to just be a bandaid and asked them to escalate to get this resolved as it started happening to me this week just like it did to you. 


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