Importing Helpdesk Tickets

Overview

This article explains how to import support tickets into the CRM Helpdesk using a CSV file. Ticket imports are a powerful way to migrate or bulk-create support records, saving your team time and improving data accuracy. With just a few simple steps, you can map fields, set default values, and manage imports efficiently.

Prerequisites

• Access to the CRM Helpdesk with import permissions
• A properly formatted CSV file
• Familiarity with the Helpdesk ticket fields
• Optional: Download the sample CSV for correct formatting

Navigating to the Ticket Importer

1. On the left side panel, click on Helpdesk.
2. Select Ticket Importer. 
   

The Ticket Importer page will open.

• Click View History to see import jobs at various stages of the process.
• The Field Validation Rules popup outlines the types of information expected in the CSV file.
• Click Download Sample CSV to download an example file that can be imported into the Helpdesk.
• Click Upload File(s) or drag and drop a CSV file to begin the import process.

How does Ticket Importer work?

The Ticket Importer allows partners and support staff to bulk import tickets from CSV files. Once uploaded, fields can be mapped between your CSV data and Helpdesk ticket fields. You can also define default import values and manage previous or pending imports.

The feature is especially helpful when migrating data from other systems or managing large-scale support operations.

How to Import Tickets from CSV

Step 1: Upload Your CSV File

1. On the Ticket Importer page, click Choose File to select your CSV.
2. Click Save & Continue. 
   

💡Use the Download Sample CSV button to get a template that outlines all mappable Helpdesk fields.

Step 2: Map Your CSV Fields

1. The field mapping page opens.
2. Drag a field from the left (CSV fields) and drop it on the corresponding ticket field on the right (grab the Move icon next to the CSV field name).
3. Mapped fields turn green to indicate success.
   

💡You can map multiple CSV columns to the Assigned User field. To un-map a field, click the red X next to it. 

💡Use the External ID field to connect to external systems (e.g., Zendesk ticket IDs). 

Step 3: Configure Advanced Field Options (Dates)

• Click the gear icon on a date field to select:
  • Date format
  • Time format
  • Time zone 
    

Step 4: Set Default Values

If a CSV field is blank or not defined, you can specify default values to be imported in their place. To set up default values, follow these steps:

1. Click Default Values at the top of the field mapping page.
2. Configure default values for fields like Priority, Merchant Visibility, and more. 
   

Step 5: Preview and Save Mapping

1. After setting fields and defaults, click Save.
2. The Import Preview window appears.
3. Review your import for accuracy.
   

• Click Continue Without Saving Mapping to proceed.
• Or click Save Mapping & Continue to reuse your mapping in future imports.

Step 6: Start the Import

1. The Import Activity page opens.
2. Under Pending Imports, click the Start Import icon. 
   
3. The file will be queued and processed within ten minutes.
   

💡In the Actions column, click the Edit icon to review and update the field mappings, or click the Delete icon to remove the pending import if you no longer need it.

Step 7: Monitor the Import Progress

1. View the Import in Progress section to track the status.
2. Upon completion, an email confirmation will be sent to the user that initiated the import. 
   

Step 8: View Finished Import

1. Once the import is completed it will be moved under Finished Imports. 
   

Frequently Asked Questions

• Can I import tickets without mapping all fields? Yes. You can set default values for unmapped fields.
• What happens if a field is blank in the CSV? The system will apply the default value set during the import setup.
• Can I reuse my mapping? Yes, click Save Mapping & Continue to save and reuse field mappings.
• How long does the import take? Most imports are processed within ten minutes.