Importing tickets

Bring tickets in from another tool's CSV or Excel export: match columns, review what is created, import, and undo if needed.

Settings → Migrate data

Moving from another service desk? Export your tickets from it as a spreadsheet and import them here. You match the columns, review every person, category and value the import would create, and only then start it. An import can be undone, and run again later to update what it brought in.

Who can import

Go to Settings → Migrate data. It is available to people who can change workspace settings, usually Owners and Admins.

Prepare the file

Any tool that exports CSV or Excel works — ManageEngine ServiceDesk Plus, Zendesk, Freshdesk, ServiceNow, Zoho Desk, osTicket, Help Scout and others. Files can be .csv, .xls or .xlsx, up to 50 MB, with any number of rows. Columns are recognised by their usual names (Subject, Technician, Requester Email, Category…). Download template gives you a sample file with the columns the import understands.

Import step by step

Choose the project under Import into project.
Drop the file on the upload area, or click it to browse.
In Match your columns, check what each column was matched to and correct anything wrong. Columns that are empty, hold the same value in every row, or repeat another column start out ignored. Unrecognised columns become Other column — decided in review.
Work through Review before importing (below).
Check the preview and the summary of what will be created, then choose Import … tickets.

Progress is shown while it runs, and Recent imports keeps a record of each run with its created, skipped and failed counts. Rows that failed — including rows with no subject — can be downloaded to fix and import again.

The review step

Nothing is created until you start the import. The review lists everything in the file that does not exist here yet, each with a suggested choice you can change:

Technicians — matched to members by email, then by name. Adding one creates a member account and uses a seat. By default no invitation is sent; tick Email each new member once, to set their password if you want them told.
Requesters — linked to existing requesters by email; new ones are created and use no seat. If the file has no company column, you can name a company for each email domain.
Categories, Sub-categories, Priorities, Statuses, Channels, Impact and Urgency — each value mapped onto one of yours, or created.
Assets — each becomes a configuration item linked to its tickets.
Other columns — keep as custom fields, turn a yes/no column into a label, or ignore.

If descriptions or resolutions look like they contain passwords, you are offered to remove the values before importing. Tickets keep their original created and resolved dates, and the review says whether all-number dates are read day-first or month-first.

Open tickets arrive on SLA hold

Imported tickets keep the old tool's due dates, which are usually long past. So that escalations and auto-close do not act on them straight away, every open ticket arrives with its SLA clock on hold. Once someone has reviewed them, filter the Tickets list by SLA → On SLA hold, select them and choose Release SLA hold — or release each one from its SLA panel. See Changing many tickets at once.

Importing again, and undoing

Skip tickets already imported (on by default) leaves out rows whose external ID was imported before.
Update tickets already imported from this file's rows is for a second, cut-over import: tickets brought in before take the file's status, assignee, priority, categories and dates, overwriting changes made here since. New history is added; nothing is duplicated.
Undo in Recent imports deletes every ticket that import created, with its comments and history — including work done on them since. Requesters, categories, labels, configuration items and members it added are kept.
An upload interrupted by closing the page shows as Upload interrupted; Discard it and import the file again.

Undo cannot be reversed. Try a small file first, into a test project, before importing everything.

Importing from another tool directly

Importing is done with exported files. Connecting to another tool's API to pull tickets across is not offered here.