How to migrate tickets and related data from CSV to Zendesk

11 Comments

  • Brett Bowser
    Zendesk Community Manager

    Thanks for sharing :)

    0
  • Migration Support

    Always welcome, Brett!

    Hope we can help somebody!

    0
  • Chris S.

    Can this also work for updating existing tickets?

    If I have a list of Zendesk tickets, can I do an upload to edit/update them? To add an additional tag without creating new tickets or changing anything else?

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Chris,

    I can't speak for the integration mentioned above, however, it may be worth taking a look at our Managing Tickets in Bulk article which I've linked for you.

    You can also use the Zendesk API to update your tickets in bulk and add the appropriate tag.

    Hopefully, the developer of the integration can comment back here and point you in the right direction using their app.

    Cheers!

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  • Migration Support

    @..., @... is right!

    The best way to add tags to existing tickets is to use Bulk feature in Zendesk.

     

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  • Chris S.

    Hi Brett & HDM, 

    Thanks for the response. 

     

    Unfortunately the Bulk feature isn't really an option as I cannot create a view to filter for only the tickets I need to edit at this time since they don't have any other identifiers at this time - hence the tags I need to add to separate them out.

    We're looking at an automated solution in the future, but was hoping for an easy win in the interim. Thanks anyways!

     

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  • Darlene Magaway

    Hi there! Thank you for this post. I just would like to know if this has 100% accuracy as to moving the data (tickets, contact info,)?

    Our company is looking into moving back to zendesk and we are seeking help on how to move our data from the previous CS platform to zen faster and more accurate. Any help suggestions and repsonses aside from this article is highly appreciated. Thanks ahead!

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  • Grão Direto

    How can I link a ticket with a specific group via *.csv import ?

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Grao,
     
    Thanks for reaching out! You may want to look into a 3rd party app to accomplish this. I will link an example for this below:
     
    https://www.zendesk.com/apps/support/275742/import-app/
     
    This is not native to Zendesk but they may be able to customize to your needs when executing the Import.

    I hope that helps!
    0
  • anitha

    How can we ensure the SLAs of the open tickets we are migrating from JIRA to Zendesk are also migrated? If it cannot be migrated, what is the work around ?

     

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  • Natalia Tomchyshyn

    Unfortunatelly, SLA settings can't be imported. You can set them up only for the new tickets. For the old ones, there's an option to migrate information about SLA timing into private comments. Thus, this workaround depends on the tools used for SLA in Jira.

    0

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