{"id":21540,"date":"2023-08-25T15:38:30","date_gmt":"2023-08-25T15:38:30","guid":{"rendered":"https:\/\/help.kanidesk.com\/en\/docs\/desk365-agent-guide\/working-with-the-tickets-list-page\/import-tickets\/"},"modified":"2026-04-27T08:04:06","modified_gmt":"2026-04-27T08:04:06","slug":"import-tickets","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/import-tickets\/","title":{"rendered":"Import tickets to Desk365"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"21540\" class=\"elementor elementor-21540\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e80ebd1 e-flex e-con-boxed e-con e-parent\" data-id=\"e80ebd1\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2973bf2 elementor-widget elementor-widget-template\" data-id=\"2973bf2\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-234c65f elementor-widget elementor-widget-text-editor\" data-id=\"234c65f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Importing tickets into your helpdesk can be a daunting task. It can be time-consuming and prone to errors if not done correctly. However, with <a href=\"https:\/\/www.desk365.io\/\">Desk365<\/a>, importing tickets has never been easier.<\/p><p>In this help center article, we will guide you through the process of importing tickets into your helpdesk.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a226425 elementor-widget elementor-widget-heading\" data-id=\"a226425\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Finding import tickets option in Desk365 Agent Portal<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ea664e elementor-widget elementor-widget-text-editor\" data-id=\"2ea664e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>To import the tickets in Desk365, go to the &#8216;Actions&#8217; menu in the Tickets tab in Agent Portal, and select the &#8216;Import&#8217; option.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3c873de e-flex e-con-boxed e-con e-parent\" data-id=\"3c873de\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d45f56d elementor-widget elementor-widget-image\" data-id=\"d45f56d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"482\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-from-desk365-1024x482.webp\" class=\"attachment-large size-large wp-image-31824\" alt=\"import-tickets-from-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-from-desk365-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-from-desk365-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-from-desk365-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-from-desk365-1536x723.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-from-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e0c8eb5 elementor-widget elementor-widget-text-editor\" data-id=\"e0c8eb5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Firstly, we recommend downloading the sample csv file provided by Desk365. This file serves as a template for you to update with your ticket information. You can download the sample csv file and start updating it with your ticket data.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4ccd504 e-flex e-con-boxed e-con e-parent\" data-id=\"4ccd504\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3533770 elementor-widget elementor-widget-image\" data-id=\"3533770\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"643\" height=\"897\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-dialog-box.webp\" class=\"attachment-large size-large wp-image-31825\" alt=\"import-tickets-dialog-box\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-dialog-box.webp 643w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-dialog-box-215x300.webp 215w\" sizes=\"(max-width: 643px) 100vw, 643px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-838a640 elementor-widget elementor-widget-text-editor\" data-id=\"838a640\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>To help you correctly populate the CSV file, refer to the field requirements below. Fields marked with * are mandatory and cannot be left empty.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fe24537 e-flex e-con-boxed e-con e-parent\" data-id=\"fe24537\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a99c1d9 elementor-widget elementor-widget-html\" data-id=\"a99c1d9\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t  <style>\n    body {\n      font-family: 'Roboto', sans-serif;\n      background-color: #fff;\n    }\n\n    .table-container {\n      width: 800px;\n      margin: 20px auto;\n    }\n\n    table {\n      width: 100%;\n      border-collapse: collapse;\n      table-layout: fixed;\n    }\n\n    th, td {\n      border: 1px solid #d3d3d3;\n      padding: 20px;\n      text-align: left;\n      vertical-align: middle;\n      font-size: 16px;\n    }\n\n    th {\n      background-color: #e6e6e6;\n      font-weight: 500;\n    }\n\n  <\/style>\n<\/head>\n<body>\n\n<div class=\"table-container\">\n  <table>\n    <tr>\n      <th>Field Name<\/th>\n      <th>Description<\/th>\n    <\/tr>\n    <tr>\n      <td>Subject<\/td>\n      <td>A short summary of the ticket. Must not exceed 120 characters.<\/td>\n    <\/tr>\n    <tr>\n      <td>Description<\/td>\n      <td>Detailed information about the issue. Can be provided in plain text or HTML format.<\/td>\n    <\/tr>\n    <tr>\n      <td>CreatedBy<\/td>\n      <td>Name of the contact raising the ticket. Used to create a new contact if the email does not already exist in the system.<\/td>\n    <\/tr>\n    <tr>\n      <td>ContactEmail*<\/td>\n      <td>A valid email address of the contact. If the email already exists, the ticket will be linked to that contact; otherwise, a new contact will be created using this email and the CreatedBy name.<\/td>\n      <tr>\n      <td>Group<\/td>\n      <td>The support group responsible for the ticket. The specified group must already exist in the helpdesk.<\/td>\n      <tr>\n      <td>AssignedTo<\/td>\n      <td>The agent assigned to the ticket. The agent must be active and already exist in the helpdesk. If a Group is specified, the agent should belong to that group.<\/td>\n      <tr>\n      <td>CategoryName<\/td>\n      <td>The category under which the ticket is classified. The specified category must already exist in the helpdesk.<\/td>\n      <tr>\n      <td>Priority*<\/td>\n      <td>The priority level of the ticket. Must be one of the default values: Low, Medium, High, or Urgent.<\/td>\n      <tr>\n      <td>Status*<\/td>\n      <td>The current status of the ticket. Must be a valid, active, default or custom status configured in the helpdesk<\/td>\n      <tr>\n      <td>createdOn*<\/td>\n      <td>The date and time when the ticket was created. Must follow the date and time format configured in helpdesk settings.<\/td>\n      <tr>\n      <td>closedOn<\/td>\n      <td>The date and time when the ticket was closed. Required if the status is \u201cResolved\u201d or \u201cClosed.\u201d Must follow the helpdesk date and time format.<\/td>\n  <\/table>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fbff312 e-flex e-con-boxed e-con e-parent\" data-id=\"fbff312\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-962fa74 elementor-widget elementor-widget-text-editor\" data-id=\"962fa74\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>It is important to note that we recommend testing the import process with a sample of 5 to 10 tickets initially. This will help you identify any errors in the csv file before importing all of your tickets. Once you are satisfied with the import process, you can import them into your helpdesk by clicking on the upload option.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ab7293f elementor-widget elementor-widget-image\" data-id=\"ab7293f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-by-uploading-file-1024x484.webp\" class=\"attachment-large size-large wp-image-31826\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-by-uploading-file-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-by-uploading-file-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-by-uploading-file-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-by-uploading-file-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/import-tickets-by-uploading-file.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3576712 elementor-widget elementor-widget-text-editor\" data-id=\"3576712\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>To ensure the import process runs smoothly, it is crucial that the Group, AssignedTo, and Category columns in the csv file match the group, agent names, and categories you have created in Desk365. This will ensure that the tickets are assigned to the correct group and agent, and are categorized correctly.<\/p><p>Importing tickets into your helpdesk can be a breeze with Desk365. By following the steps outlined in this article, you can easily import your tickets into Desk365 and start managing them efficiently.<\/p><p>If you have any questions or need further assistance, please do not hesitate to contact us. We are always here to help!<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":6,"featured_media":0,"parent":17830,"menu_order":6,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-21540","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21540","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=21540"}],"version-history":[{"count":61,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21540\/revisions"}],"predecessor-version":[{"id":36557,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21540\/revisions\/36557"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17830"}],"next":[{"title":"Searching helpdesk tickets in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/searching-helpdesk-tickets\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27187"}],"prev":[{"title":"Export tickets from Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/export-tickets\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18192"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=21540"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=21540"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}