Bulk importing users

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  • François Bellavance

    We were able to add a secondary email for everyone. Now my question is... Is there a method with that CSV to first remove all emails from our users and then import a new primary address?

    We did add a new email but the problem is that email is not verified to all our users.

    If it's possible then I will do that by evening.

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi François,

    Both importing users via CSV or updating users in bulk via API will add new email address as secondary one. As it turns out, there isn't any native tool that would allow you to easily change the primary email addresses for the users in a bulk. 
    As a workaround, you could create a custom script that uses our APIs in order to change the primary address:
    1.  Email addresses for the users are stored as identities. First, your script would need to call List Identities endpoint - it will return the user_identity id for a particular user.
    2. After this you would need to call Make Identity Primary endpoint in order to make the identity (ID from the point #1) primary.
     This is definitely one feature that is practical to have. Would it be possible if you can post this in our Product Feedback discussion here to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
  • François Bellavance

    Okay I see. Our government forced us to change all emails addresses in our place and many other. The @ and following changed and there is no method to change it easily. We pay tons of money to Zendesk. This is sad to ear.

  • Dima Lazarchuk

    Hello All,

    We have a wonderful app GDPR Compliance that manages Customers and Organisations.


  • Joshua Jackson

    Hi there! I was hoping for some information regarding importing via .csv, specifically. 

    I create my list in Excel and format everything as it should be (I am only importing names, organization, email, and phone). I save my spreadsheet using the required UTF-8 character encoding.

    Before importing the .csv file in the Admin portal, I open the file to verify the contents I am going to import. When I open this, the "phone" column is missing the required internationally standardized E.164 format (+). This is preventing any phone numbers from being imported; potentially causing duplicates in Support. 

    Here is my question: how can I keep the required international standardized formatting while also saving it as the required UTF-8 character encoding?

  • Josef Prandstetter


    We are a global company and in our company the default value on end-users for language is "English" and for Time zone is "GMT +01:00":

    Our company has bought a new company in a different region and we are now in the process of replacing their existing support tool and migrating it to our global support platform based on Zendesk.
    For this we have the need to set the language as well as the timezone during the import, because the default values are not applicable for the new users.
    It seems that currently you can't define language and timezone during bulk import unfortunately - are there any plans for this to be supported in the near future?

    If not, what other options/workarounds are there?

  • Dima Lazarchuk

    Josef Prandstetter

    We can help you with the data migration.

    Here is our listing https://www.zendesk.com/marketplace/apps/support/120364/help-desk-migration/

  • Josef Prandstetter

    Dima Lazarchuk: you could/should know we are using your services for ticket migration multiple times so far ;) and we will use it in the future as well, because your services are part of our processes to onboard new entities - with my posts we want to state that we want to see the functionality to set language and time zone in the standard functionality without using a third-party app/service.

  • Thomas Lee

    Is it possible to bulk import Contributor users? I can find no reference to this in any of the information above - only "End-user", "Agent", or "Admin" roles are mentioned. I have tried importing with the role set to 'Contributor' but this defaults to End-user when viewing the user in support. I am able to create a Contributor user manually, so I don't think it's an account restriction.

  • Christine Felicia
    Zendesk Engineering
    Hi Thomas,

    Unfortunately, it is not possible to bulk import users with Contributor as their role. This is due to limited permissions in this role, you can only manually change the user role after they're imported to your account as end-users. Thanks!
  • שגיא סגל


    i have a question, i want to create new users via the bulk importing method,

    I see the fields: name, email etc....

    does the external_id is option or required field?

    if it is required field how do i get them if I insert new users?


  • Mark Molloy

    It is optional. As per the article:

    "If you have an ID other than the user's email address (such as an employee ID or customer reference number), you can include it . External IDs must be unique for each user, or data will be overwritten.

    If you don’t enable Include external ID in CSV output file, external IDs are excluded from the CSV import results file (see Importing the CSV user data file)."

    BTW, "Include external ID in CSV output file" is now called "Include external IDs in import results file".

    If you have to use an external_id, activate Include external IDs in import results file when doing a bulk import. Someone at your organization should know if external IDs are used to identify users in addition to the users' email addresses.

    Personally, I have not included external IDs and everything is OK with bulk imports if users.


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