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How to prepare your files for automatic data migration from CSV?

In order to import your support records from a CSV file get acquainted with the following recommendations:

  1. The size of each file should not exceed 1 GB.
  2. Each file must possess a heading row with a Summary column such as Name, Email, etc.
  3. When creating a CSV file, make sure that all fields are separated by commas.
  4. You can attach files to issues created from your CSV file. To do this, specify the URL of your attachment in an Attachments column within your CSV file. You can add multiple attachments by separating them with commas. Note that URLs for attachments support the HTTP and HTTPS protocols and can be located anywhere that our service can access.
  5. Use double-quote marks (") in your CSV file to capture data that spans multiple lines. E.g., Tags, Attachments, Description.
  6. File headers must be written in English as showed below. The content of the CSV file can be presented in any language but the headers must be in English so our service could understand and correctly map them.

Preparing the Tickets.csv file

To import Tickets to the help desk you should have a CSV file which contains the following fields columns:

HeaderFormatField
TicketId468985Required
SubjectTest subjectRequired
Tags"tag 1, tag 2"Optional
DepartmentNameSupportOptional
Description"Test Description"Required
TypeTaskRequired
StatusOpenRequired
PriorityLowRequired
AgentEmaila.lewis@yourcompany.comRequired
AgentNameAdam LewisRequired
ContactEmails.gibbson@mail.comRequired
ContactNameStacey GibbsonRequired
ContactPhone1234567890Optional
CompanyNameFaux MartOptional
CreatedTimeYYYY-MM-DD HH:MM:SSRequired
UpdatedTimeYYYY-MM-DD HH:MM:SSRequired
ClosedTimeYYYY-MM-DD HH:MM:SSOptional
Attachments"https://site.com/attachment1.jpg, https://site.com/attachment1.pdf"Optional

When you're done, you should have a document that matches our sample.

Importing Ticket comments

If you'd like to import comments along with Tickets, you have to provide them in a separate file. This file should contain the following columns:

HeaderFormatField
CommentId468985Optional
TicketId485853Required
AuthorEmailjeremy@yourcompanydomain.comRequired
Public0-private, 1-publicRequired
Body"Test comment"Required
CreatedTimeYYYY-MM-DD HH:MM:SSRequired
Attachments"https://site.com/attachment1.jpg, https://site.com/attachment1.pdf"Optional

All comments must be gathered in one file. If a Ticket has more than one comment, here’s how you should format them:

Check out our Comments.csv sample.

Import Custom Fields

In the Tickets file, headers with the following ending will migrate as custom fields and the necessary type

  • _select - dropdown (e.g. product_select)
  • _date - time (e.g. due_date)
  • _integer - number (e.g. TicketInternal_integer)

Other fields are available for mapping as the text (textArea) field. Also, note that these tags should be written only in English.

Importing Knowledge Base articles

To import knowledge base articles, provide a CSV file that contains the following headers:

HeaderFormatField
TitleCreating discount codesRequired
CategoryDiscountsRequired
FolderOffering discounts and setting sale pricesRequired
Description"The body of the article"Required
StatusPublishedRequired
Tags"account, setup"Optional
Attachments"https://site.com/attachment1.jpg, https://site.com/attachment1.pdf"Optional

Use our sample to make sure you have a correctly formatted file.

Please note that:

  • the body of the article can contain HTML formatting if you need to keep it.
  • article statuses can differ. We accept all statuses, just make sure to map them when configuring your migration.

Importing your CSV files

Once your CSV files have been prepared, log into Help Desk Migration and start the import process.

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