How to Import Tickets
BoldDesk allows importing tickets, enabling quick creation of tickets. Follow the given steps to import tickets.
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Go to the Admin menu and select Import Data under the general section.
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From the Modules dropdown menu, select ‘Tickets’ and choose a preferred ‘Brand’.
Note: The brands shown in the dropdown menu are dependent on the current user brand access.
- Leave the ‘Don’t send an email’ checkbox unchecked.
Note: If the ‘Don’t send an email’ checkbox is enabled, email notifications will not be sent to agents or customers for any action.
- Choose the file you want to import and click the Next button.
Note:
The maximum supported file size is 5MB, and the file should not contain more than 50 records. Supported file formats are XLS, XLSX, and CSV. You can download a sample file to import. Tags, watchers, and CC can be separated using the ‘||’ character. For the resolution due, use the format: ‘mm:dd:yyyy hh:mm:ss’
- Map the columns from your source file to the corresponding BoldDesk fields. Custom fields can also be imported.
Note:
• 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.
| BoldDesk Fields | Default values |
|---|---|
| Status | Open |
| Visible in Customer Portal | True |
| Priority | Low |
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After completing the mapping, click the Next button.
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You can view a summary of the columns from your source file that have been mapped to BoldDesk fields as shown in the following image.
- If the field mapping is configured according to your request, click the Import button. The imported ticket will be listed as indicated below.
Note: 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.
