How to Import Agents and Groups

BoldDesk allows users to import agents and their groups quickly. This functionality enables the efficient and quick creation of multiple agents and groups in large quantities.
This guide will walk you through importing agents and groups into BoldDesk.

Please watch this video tutorial for further information.

Importing Agents into BoldDesk

To import agents into BoldDesk, follow the given steps:

1. Navigate to the Admin menu and select Import Data under the General section.
   

   

2. Additionally, you may navigate to the “Import Data” section by going to Agents and selecting Import.
   

   

3. Click the Modules drop-down menu and choose Agents.
   

   

4. You may handle duplicate records in the following ways:

   • Skip the duplicate records
   • Overwrite the duplicate records

5. When the ‘Send verification email’ checkbox is enabled, newly added users will receive an email to verify their accounts. Please note that this does not apply to the Groups module.
   

   

6. Click Browse to upload the file you wish to import, and then click the Next button.
   

   

   Note:
   The maximum supported file size is 5MB and should not exceed 2000 records.
   The supported file formats are XLS, XLSX, and CSV. A sample file is available for download.
   Groups, brands, and roles can be separated by using the ‘| |’ character.

7. Map the columns from your source file to the corresponding BoldDesk fields.
   

   

   Note:
   Required fields are marked with an asterisk (*) and must be mapped.
   If the ticket access scope, brands, and roles are not mapped, the following values will be set by default.

   BoldDesk Fields	Default Value
   Ticket Access Scope	Restricted
   Brands	All Brand Access
   Roles	Agent

8. After mapping, click the Next button to proceed.
   A summary of the mapped columns in BoldDesk will be displayed as shown in the following image.
   

   

9. If the field mapping is configured according to your request, click the Import button. The imported file will be listed.

   Note: You can cancel the import by clicking the Cancel Import button.

   
   
   Your request will be queued, and you will receive an email notification once the import is complete.
   
   

10. After completing the file import, click the View Details option to see the import report, which includes information on the following:

    • Added - Indicates the newly added records.
    • Updated - Indicates the records that have been modified.
    • Skipped - Indicates the records that were not imported due to duplication.
    • Failed - Indicates the records that were not imported due to invalid values.
    

11. You can also access the failed records and the reasons for their failure. Download and correct any failed records, then re-upload them as needed.
    

    

Importing Groups into BoldDesk

To import Groups into BoldDesk, follow these steps:

1. Navigate to the Admin menu and select Import Data under the General section.
   

   

2. Additionally, you may navigate to the “Import Data” section by going to Groups (Teams) and selecting Import.
   

   

3. From the Modules drop-down menu, select Groups.
   

   
   
   Repeat the steps from 3 to 10 as outlined in the agent import process and complete the group import.