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How to Migrate Data from a CSV file

To import your data, you will need to provide three files that contain Tickets, Comments, and Knowledge Base articles. Each file should be formed and uploaded separately. In this article, you will find guidelines for migrating your data from CSV.

CSV file requirements

First and foremost, each file must possess a heading row with a summary column. The heading row is necessary to identify and map data objects. The header row should:

  • Avoid any punctuation (apart from commas separating the columns).
  • Be written in English (the language of the content in the second and other rows does not matter).
  • Have each column begin with a capital letter.

Additionally, you should also consider the following:

  • The size of each file should not exceed 1 GB.
  • Fields should be separated by commas.
  • Use double-quote marks (") to capture data that spans multiple lines. Typically used for tags, attachments, and descriptions.
  • To attach files you need to provide a URL following which our service will be able to access the attachment.  You may add multiple attachments. To do this, separate them by commas and quote the values in the field. Note that URLs for attachments support both HTTP and HTTPS protocols.

Preparing the file with Tickets (download sample)

To import tickets to the help desk of your choice, you should have a CSV file which contains a heading row with the following columns:

ColumnExampleImport notes
SubjectTest subjectRequired
Tags"tag 1, tag 2"Optional
Description"Test Description"Required
AgentNameAdam LewisRequired
ContactNameStacey GibbsonRequired
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

Importing custom fields

To migrate custom fields you need to add tags to field values so that the Migration Wizard could identify them as such. Here are the tags you need to use:

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

You can migrate and map other custom fields as text fields using the _textArea tag.

In order to be identified, tags should be written in English.

Preparing the file with ticket comments (download sample)

First off, make sure that your CSV file with ticket comments possesses a heading row with the following columns:

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

Second off, you can only submit one file with comments. So, make sure to gather all ticket comments in a single file.

What to do with tickets that have more than one comment

When preparing your file, make sure that comments from the same ticket have the same TicketId, so that the Migration Wizard could identify where they belong. As well as make sure that the CommentId of each comment allows identifying the order of each reply.

Preparing the file with knowledge base articles (download sample)

To import knowledge base articles, provide a CSV file that contains a heading row with the following columns:

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


  • 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.
  • Your CSV file cannot contain folders with identical names, even if they belong to different categories. Rename such folders to be able to import them

Importing your CSV files

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

Looking for more data migration details?

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