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Bulk importing users



Edited Feb 05, 2025


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81 comments

The CSV format described here lacks much information available in ZenDesk. I would like to transfer some users from one ZenDesk instance to another. I had to build a custom CSV exporter using the API (because ZenDesk doesn't provide CSV export of users), but I don't know how to put the timezone in the CSV to import as this is not specified in the Bulk Import format.

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Dane

Zendesk Engineering

Try to export your users and use the exported user file as a reference.

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Is there a way to merge the tickets from phone calls to the imported users if the phone number matches? I see this works for emails but I am having trouble getting this to work for phone numbers.. is there a formatting issue potentially (e.g., +1 (###) ###-#### vs ###-###-####)? 

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Mike DR

Zendesk Customer Care

Hi Nathan!
 
Did you try following the e164 format?

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Is there any way to automate these bulk imports via CSV? i.e. ingest from an FTP location. I'd like to do the imports daily or weekly to update users and orgs. I know the API is the ideal way to do this but I don't have the resources for this right now.

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Mike DR

Zendesk Customer Care

Hi Craig!
 
I tried to check the list of apps in our marketplace, but they look like they're done manually. The API is the best way to go about your need since your team would be able to automate the process using custom code and our Zendesk API.

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Anytime I use the bulk user import, the import process changes the role of a user in Talk back to an "Agent" Since I do not see an option to set Roles and Access, this appears to be a bug. It does not change the Support, guide or explore toles and access, just talk. I have also opened a support ticket, but thought I would post here as well. 

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Hi,

I want to ask if the CSV files that we upload are stored somewhere on Zendesk side?

For GDPR reasons we need to be aware of all options of storing PI Data on Zendesk side and how we could delete it when needed.

Thank you in advance!

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Darenne

Zendesk Customer Care

Hi Milena Rusanova Admin
 
I hope you're doing great! Uploaded files are not directly stored in Zendesk. It will only upload the data on the CSV file itself. I also found this comment from the same post confirming that it is not stored in Zendesk's end. 
 
I hope this clarifies it. 

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Just to clarify, when we bulk import using a CSV, will the welcome email only be sent to new users, or will it also be sent to existing users as well who are updated via the CSV?

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Arianne Batiles

Zendesk Customer Care

Hi Aiman, 

Existing users who are part of the imported CSV file won't receive another welcome email message. The welcome email will only be sent to new users imported via CSV if the option Also send a verification email when a new user is created by an agent or administrator is enabled.

You may check this article for more details. 

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I was having issues uploading my CSV files. I had them saved as CSV UTF-8 because this article and the admin center emphasized this. When I reached out to support, they told me they should be saved in the default CSV setting. Hoping this helps with anybody struggling.

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Nice updates. The new support in the csv imports to add multiple organizations to a user very helpful.  Is there a way to update the time zone via the csv format?  

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The multi organization didn't really work in practice.  It added the first organization but didn't add the second.

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I must say that the “restriction” field is far more confusing than it needs to be. Why can't we use the correct field names instead of all this weird logic you have built-in?
I would prefer to just stipulate role, role_type, customer_roles.name, restricted_agetn and ticket_restriction

 

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You know what would be helpful? 
If the CSV template you have linked on this page was saved in the correct UTF-8 format. That way, you won;t be setting everyone up for failure when they use the template.

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I'm attempting to bulk upload users via the bulk import option.

 

I've got everything working almost correctly, but am running into an issue with my custom field columns.

 

I have a custom field that is a check-box that I'd like everyone in my CSV to have selected. Per the documentation, I need to set this to “true”. I'm not exactly sure how to do this on my CSV. I've tried a few ways, but I'm clearly not formatting it correctly, because each time I try to upload, the users do not have this field checked.

 

 

I also tried the data importer, but for some reason “users” is not an option in target destination.

 

Can someone give me advice on how to appropriately format my CSV for a custom field that has a checkbox?

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Stephanie Salsini you just type the words “true” or false" into the cell. 
It's a csv file so the formatting is irrelevant. 

The other catch is when you save it make sure you choose the .csv (utf-8) file type.  In their great wisdom, the Zendesk template file provided is not already in the required format.

 

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Scott Tynan that worked, thank you!

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Not sure if I am missing this in this article, but I believe table that lists out the fields needed for the CSV file should have ‘emails’ added for the ‘data importer only’. Other fields like ‘organization’ requires the header ‘organizations’ for the data importer file.

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Hi, 

Are there plans to support Brand in the Data Importer? This is important when you are importing users against a specific brand and don't necessarily want to highlight the alternate brands to a customer. 

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