In this article we'll show you how to import tickets into the CRM Helpdesk from a CSV file. 

To begin, click the Ticket Importer option under Helpdesk in the navigation bar:

Next, select the CSV file to be imported and click Save & Continue:

Note: Use the Download Sample CSV button to download a sample CSV file that you can use as a template for your imports. The sample file shows all of the ticket fields that you can import in the first row:

Once the CSV file is uploaded, the field mapping page opens up where you can map the CSV fields (shown on the left) to the Helpdesk ticket fields (shown on the right):

To map a CSV field, drag it from the left side of the screen (using the four-arrow icon) and drop it on the appropriate Helpdesk ticket field on the right. 

The Helpdesk ticket field then turns green to indicate that it has been mapped. 

Here is another screenshot that shows the field mapping page once the field mapping had been completed:

Note: To un-map a field click the red X icon next to the CSV field on the left. 

When you're mapping a date field you can also select the advanced options for as the data forma, time format, and the time zone:

Next, you can configure the default values for several ticket fields such as Priority, Merchant Visibility, and others.

The default values are generated in cases where a mapped CSV field is blank or no mapping was defined for a ticket field.

To set the default values click the Default Values button on top of the page and update the values as needed:

Once you finish editing the import settings click Save, and the import preview window appears as shown in the below example:

If everything looks okay, click Continue Without Saving Mapping to move on to the final step of the import process. 

Note: To save your field mappings for future use click the Save Mapping & Continue button. You will then be able to save the mappings so you don't have to re-map the CSV file on your next import:

The Import Activity page now opens up, showing your CSV file in the Pending Imports section. 

Click the Start Import icon in the Actions column to begin the import:

The CSV file is now added to the import queue and will be processed within ten minutes:

You can now view the progress of the job in the 'Import in Progress' section:

Once the import is completed you will receive an email notification. 

The Import Activity page can also be accessed directly from the initial Ticket Importer page by clicking the View History button:

Here are a few additional notes on the ticket importer:

• You can map multiple CSV columns to the ticket's Assigned User field.
• The 'External CRM ID' field can be used to map tickets to another CRM system's ticket ID (like Zendesk).
• Dates in CSV files can be saved in different date formats (for example, mm/dd/yyyy, yyyy-mm-dd, etc.). To ensure that the dates are parsed correctly during the ticket import, you can select the appropriate date format used in your CSV file by clicking the gear icon on the date field (on the field mapping step of the import process):