How to import tickets and migrate data on Zendesk

intermediate 12 min read Updated 2026-03-18

Quick Answer

Import tickets to Zendesk by preparing CSV files with proper field mapping, accessing the Import/Export section in Admin Center, and using the ticket import wizard. The process includes data validation, field mapping, and monitoring import progress.

Try Zendesk Full Zendesk Review

Prerequisites

Admin access to Zendesk account
CSV file with properly formatted ticket data
Understanding of Zendesk ticket fields and structure
Backup of existing data before migration

Step-by-Step Instructions

Prepare your ticket data for import

Format your ticket data in a CSV file with required columns: subject, description, status, priority, requester_email, and created_at. Ensure dates are in ISO 8601 format (YYYY-MM-DDTHH:MM:SSZ) and status values match Zendesk options: new, open, pending, hold, solved, or closed. Remove any special characters that might cause parsing errors.

Keep your CSV file under 100MB and limit to 10,000 tickets per import for optimal performance.

Access the Import section in Admin Center

Log into your Zendesk instance and click the Admin icon in the sidebar. Navigate to Objects and rules > Tickets > Import. If migrating from another platform, you can also access Account > Data migration for platform-specific importers like Freshdesk, ServiceNow, or Salesforce.

Upload your CSV file and select import type

Click Choose file and select your prepared CSV file. Choose Create new tickets for fresh imports or Update existing tickets if you're updating records. Select the appropriate Ticket type (incident, problem, question, or task) that will apply to all imported tickets. Review the file preview to ensure data appears correctly.

Use 'Create new tickets' for initial migrations and 'Update existing tickets' only when you have existing ticket IDs to match against.

Map CSV columns to Zendesk fields

In the field mapping section, match each CSV column to the corresponding Zendesk field using the dropdown menus. Required mappings include Subject, Description, Requester, and Status. For custom fields, select Custom field from the dropdown and choose the appropriate field. Map Tags if your CSV includes tag data, and ensure Created at is mapped to preserve historical timestamps.

Create any missing custom fields in Zendesk before starting the import to ensure proper mapping.

Configure import settings and validation

Set your import preferences: choose whether to Send notifications to requesters (usually disabled for bulk imports), select Default assignee for unmapped tickets, and configure Group assignment. Enable Skip invalid rows to continue importing valid data if some rows have errors. Review the Data validation summary that shows potential issues like missing required fields or invalid email addresses.

Disable notifications during bulk imports to prevent spam, then manually notify users about migrated tickets if needed.

Start the import and monitor progress

Click Start import to begin the process. Zendesk will display an import progress page showing Total rows, Processed, Successful, and Failed counts. Large imports run in the background, and you'll receive an email notification when complete. You can navigate away from the page and return later to check progress in Admin Center > Manage > Activities.

Import during off-peak hours to minimize impact on system performance and user experience.

Review import results and handle errors

Once complete, review the Import summary showing successful and failed records. Download the Error report CSV file to see specific issues with failed imports. Common errors include invalid email formats, missing required fields, or users that don't exist in your Zendesk. Create missing users first, fix data issues in your CSV, and re-import failed records using the same process.

Verify imported data and configure post-import settings

Navigate to your ticket views to verify imported tickets appear correctly with proper field values, timestamps, and associations. Check that Requesters were created or matched properly, Organizations are linked correctly, and Custom fields contain expected values. Update any Triggers, Automations, or Views that should apply to the imported historical data.

Use advanced search filters to quickly verify specific aspects of your imported data, such as tickets from specific date ranges or with particular field values.

Common Issues & Troubleshooting

CSV upload fails with 'Invalid file format' error

Ensure your file is saved as CSV (Comma delimited) format, not Excel format. Check that column headers don't contain special characters or spaces, and verify the file size is under 100MB. Try opening and re-saving the file in a plain text editor to remove hidden formatting.

Import fails due to 'Invalid email address' errors

Review your requester_email column for malformed email addresses, duplicates, or empty cells. Use Excel's data validation or a text editor with regex search to find invalid formats. Ensure all email addresses follow the format user@domain.com and remove any extra spaces or special characters.

Tickets import with wrong timestamps or current date

Verify your created_at column uses ISO 8601 format: YYYY-MM-DDTHH:MM:SSZ. Convert dates from other formats using Excel formulas or scripting. Ensure the Created at field is properly mapped during the field mapping step, not left as 'Do not import'.

Import completes but tickets missing custom field data

Check that custom fields exist in your Zendesk before importing and are properly mapped during the field mapping step. Verify custom field values in your CSV match the expected format (text, numbers, dropdown options, etc.). For dropdown fields, ensure CSV values exactly match the predefined options in Zendesk.

Prices mentioned in this guide are pulled from current plan data and may change. Always verify on the official Zendesk website before purchasing.

Visit Zendesk View Zendesk Pricing