How to Import Tickets in BoldDesk: Complete Guide
BoldDesk provides a seamless way to import tickets, enabling quick ticket creation and efficient workflow management. This guide explains the process in detail, covering UI navigation, supported formats, and field mapping.
Why Use BoldDesk Ticket Import?
Importing tickets in BoldDesk helps teams:
- Migrate data from other systems.
- Bulk-create tickets for faster onboarding.
- Maintain accurate records with custom field mapping.
When tickets are imported, the ‘created_at’ field is automatically set to the system’s current date and time. This value cannot be modified before or after the import.
Step-by-Step Workflow for Importing Tickets in BoldDesk
BoldDesk allows importing tickets, enabling quick creation of tickets. Follow the given steps to import tickets.
- Access Import Data
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Navigate to Admin > Import Data under the General section.
- Select Module and Brand
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From the Modules dropdown, choose Tickets.
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Select the preferred Brand based on your access permissions.
The brands shown in the dropdown menu are dependent on the current user brand access.
3.Configure Email Notifications
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Leave the Don’t send an email checkbox unchecked to ensure notifications are sent.
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If checked, no email alerts will be sent to agents or customers.
- Upload Your File
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Click Browse and select the file to import.
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Supported formats: XLS, XLSX, CSV.
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File size limit: 5MB, max 50 records.
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Tags, watchers, and CC can be separated using ||.
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Date format for resolution due: mm:dd:yyyy hh:mm:ss.
- Map Columns to BoldDesk Fields
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Align source file columns with BoldDesk fields.
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Required fields (marked with *) must be mapped.
- Fields marked with an asterisk (*) are required and must be mapped to a column from your source file.
- If the ‘Visible in Customer Portal,’ ‘Priority,’ and ‘Status’ fields are not mapped, the default values shown below will be applied.
- To use a Custom field during data import, ensure that the “Visible while creating the ticket” option is enabled in the field configuration as shown below.
| BoldDesk Fields | Default values |
|---|---|
| Status | Open |
| Visible in Customer Portal | True |
| Priority | Low |
- Review and Confirm.
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Preview mapped fields.
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Click Import to start the process.
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Option to Cancel Import if needed.
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If the field mapping is configured according to your request, click the Import button. The imported ticket will be listed as indicated below.
You can cancel the import by clicking the Cancel Import button.
The request will be queued, and you will receive an email once the import is complete. After the automation process finishes, the corresponding user will receive an email for the respective tickets.
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Once the ticket import is complete, click the View Details option to view the report.
• Added - Indicates the records that were successfully added.
• Failed - Indicates the records that could not be imported due to invalid values. -
Additionally, you can access the failed records along with the reasons for their failure. You have the option to download these records, correct the issues, and upload them again.
FAQs
1. Can I import tickets with attachments in BoldDesk?
No, attachments are not supported during bulk import. They must be added manually after ticket creation.
2. What happens if I skip mapping a required field?
The import will fail for those records. Ensure all mandatory fields are mapped.
3. Is there a limit on the number of imports per day?
No strict limit, but each file can contain up to 50 records.
4. Can I import tickets for multiple brands in one file?
No, imports are brand-specific. You must run separate imports for each brand.
5. How do I handle failed records?
Download the failure report, correct invalid values, and re-upload the file.
