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Importing Users

You can import users into your OneDesk from .csv files.

Before importing

There are a few things to know and/or do before importing.

  1. Remember, users are the members of your team and the main point of contact for your customers or end-users. Users work directly within OneDesk and are assigned to work such as tickets or tasks.
  2. Ensure that you really need to use the import function. Importing will bring in a lot of old legacy data that you may be better off without.
  3. An email address is a required property in order to import users. Other properties are optional but include: first name, last name, team, address details, and any custom fields. If you have data that does not easily map to the default fields, create a custom field on users before importing. (More about Custom Fields)
  4. Start by importing a test sample of a couple users. This is to ensure that the data imports the way you want before you add it all. 

If you wish to import old tickets/tasks and would like them to be assigned to the correct user, then ensure that you have that user record first. If the user is not already added into your OneDesk BEFORE you import tickets/tasks, then they will not be assigned automatically.


Note: For dates, the proper format is yyyy-mm-dd.

How to import 

  • Click Tools on the top bar
  • Select Import

  • Next select Users.

  • Upload the csv file you wish to import.

  • Map the columns to the appropriate fields by selecting the field name from the dropdown menus. An email address is the minimum needed to import. When finished mapping, click Import, then Done. 

  • You are now done importing. You may close the notification window and the import will continue in the background while you work. It may take a few minutes to complete the import. 

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