Issue symptoms
I get an error when I try to import users or organizations into my Zendesk account.
Resolution steps
The majority of errors related to user or organization import are a result of formatting issues in the CSV file.
If you have a specific error message you are looking for, check the table below for potential solutions.
|
Error message |
Solution |
| Your CSV file request frequency limit has been exceeded. Try again later | CSV (comma separated values) exports are limited to 100,000 results per hour and per user. |
| UTF-8 Errors | This error is created when the uploaded file isn't in a UTF-8 format. See this article for more detail: How can I fix the UTF-8 error when bulk uploading users? |
| Upload failed. File type is not supported. | The file must be a CSV file. If you use a CSV but still get this error, consider passing the file through Google Sheets as described in the tip at the bottom of this article to fix any potential encoding issues. |
| Failed to process row. Import aborted. | These errors occur because of an issue with the formatting of the CSV file. To ensure that you format the file correctly, review the guidelines in this document: Bulk importing users. |
| Column 'user_id' cannot be null | These errors occur because of an issue with the formatting of the CSV file. To ensure that you are formatting the file correctly, review the guidelines in this document: Bulk importing users. |
| User_id is invalid | Include the user_id field in the header of one of the columns of your CSV file. |
| Missing mandatory field in header: name | The name field is required when you bulk import new users via a CSV file. See the article: Bulk importing users. |
| 403 error | This usually occurs when the import feature isn't enabled for your account. |
If you still experience an error when importing, try these common troubleshooting steps:
- Check the first row of your file to make sure you have all the required headers for importing.
- Check your CSV file for any formatting issues or unsupported characters.
- Copy and paste your data into a new CSV file to avoid formatting issues.
Tip: If you have trouble with an unknown error, upload your CSV file to Google Sheets, and re-download the file in a CSV format. This process ensures the sheet is encoded correctly and can solve a number of import errors.
These general resources should also help you get your users and organizations imported smoothly:
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