How can I bulk update users?

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  • Ben Chapman
    Zendesk Luminary

    When bulk updating users I need to replace ALL the current tags with a new set in my CSV file.  How do I title the column header to run the 'set tags' function that I assume would accomplish this goal?

  • Dave Dyson

    Hi Ben,

    Unfortunately, the CSV Bulk Import functionality does not include the capability to remove existing tags, only to add new ones. You'll need to use the Create or Update Many Users call in the Zendesk API as mentioned in the article above instead.

  • Christian Becker

    Hi Zendesk Team and Community, 

    is it possible to use the Create_or_Update_User API to add multiple Organizations to one User? 
    We have currently the problem, that we aren't able to import this at once. 
    Following Code is not able to add both or at least one organization to the customer. Is there any workaround so that we do not have to import this user twice? IN CSV Import Method it's possible to add multiple organizations via |.. in API it doesn't work.
    Example Code: 

        "users": [
                "email": "",
                "name": "Test User ABCDE",
                "organization": {
                    "name": "Orga1|Orga2"
                "user_fields": {
                    "organisation1": "Orga1",
                    "organisation2": "Orga2"
                "details": "",
                "notes": ""
  • Christopher Boerger

    Hi any updates on having these bulk updates as a native Admin tool? 

  • Sergey
    Zendesk Customer Care

    Hi Christian,

    Users endpoint will not do the job. Org memberships - will. See this page for API call syntax and some other additional info: Create Many Memberships
    Note: above API call will fail, if you will try to update a user with an org, to which he already belongs to. So in short: update users with an org, to which they do not belong yet. This endpoint is best for cases when you need to import new users and they belong to 1 or less organisations.

  • Daniel S


    Will this work to create a functionality (work-space) to be able update in bulk, a number of ticket fields?...thanks


  • Josh
    Zendesk Customer Care

    Hi Daniel,

    Thank you for messaging us.

    This functionality only works with users inside Zendesk. What I can recommend is using our API documentation Here.

    Currently this is what we have. Hopefully this helps!

  • CJ Johnson

    What are you allowed to update via this feature? I tried Signature, and it returned as though it was successful, but didn't make any of the updates I had put in. 

  • Dion
    Zendesk Customer Care
    Hello CJ,

    SIgnatures cannot be updated via Bulk Import at the moment. You can use API if you want to update the signatures of your agents:

    Update Many Users API Call
    1. Create a script using the Create or Update Many Users call in the Zendesk API.
    2. Adjust the user objects you want to update.
    3. Run the script.

  • Katrina Watson

    I'm trying to add an external_id to existing users but when I try and run the import it says Email address is already in use. In my file I just have the customers name, email address and external_id. I assumed it would use the email address field to find the record to update but the import just fails every time. Is there a way to add this field to existing users? 

  • Arianne Batiles
    Zendesk Customer Care

    Hi Katrina Watson

    I created a ticket on your behalf and will continue to assist you from there. Kindly check your email for updates. Thank you!

  • Noelle Cheng

    Hello Arianne Batiles,

    I've created a CSV and the phone number is not updating accurately. It's supposed to go in as +1234567890 but the CSV won't maintain the + in the phone number so when the person calls, the phone number is not tied to the user and the ticket is created with a requester +1234567890 BECAUSE the bulk update stored the number as 1234567890. I tried adding an apostrophe in the file prior to uploading to reflect '+1234567890 to help maintain the + sign but now it's loading as '+1234567890 and Zendesk still can't recognize the number to the individual. I reached out to customer support, and an agent named Tony said that I would have to reach out to the Google developer. I thought this was a native built in feature since it's in the Admin Center. Please help, thanks in advance! :(


  • Phoebe Morin
    Zendesk Customer Care
    Hi Noelle, 
    I believe this has something to do with the formula on the file, where the "+" is being treated as text.  We can't answer Excel or spreadsheet questions; they are a third-party application, and on top of that we don't have access to it. Hence, we normally refer our clients to the designated support system of these applications. 
    What I can confirm is that, with Talk, if the phone number is added to the user's profile, and is properly formatted, the call will be tied to that profile even if the phone number they're calling from isn't the primary one. The behavior is discussed here:

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