CSV — Migration Reference

Role in migrations

• Staff (HD): supported as both (source and target).
• Company (HD): supported as both (source and target).
• Contact (HD): supported as both (source and target).
• Ticket (HD): supported as both (source and target).
• Change (HD): supported as both (source and target).
• Problem (HD): supported as both (source and target).
• Category (KB): supported as both (source and target).
• Folder (KB): supported as both (source and target).
• Article (KB): supported as both (source and target).
• Conversation (HD): supported as target (source and target).
• Request (HD): supported as both (source and target).

Field-level support migrating FROM CSV (Ticket)

Field-level support migrating TO CSV (Ticket)

Field-level support migrating FROM CSV (Company)

Field-level support migrating TO CSV (Company)

Field-level support migrating FROM CSV (Contact)

Field-level support migrating TO CSV (Contact)

Field-level support migrating FROM CSV (Article)

Field-level support migrating TO CSV (Article)

Field-level support migrating FROM CSV (Change)

Field-level support migrating TO CSV (Change)

Field-level support migrating FROM CSV (Problem)

Field-level support migrating TO CSV (Problem)

Field-level support migrating FROM CSV (Request)

Field-level support migrating TO CSV (Request)

Migration options available for CSV

• Select records for Demo - applies to: source (Ticket), source (Request), source (Change), source (Problem), source (Task)
• Inline images in tickets - applies to: source (Ticket), source (Request), source (Change), source (Problem)
• Skip ticket attachments - applies to: source (Ticket), source (Request), source (Change), source (Problem)

CSV — Setup & How-To Guide

For more information: https://help-desk-migration.com/help/csv-migration-guides/

How to open a CSV

How to open a CSV file in Excel?

The Migration Wizard provides you with CSV files where the delimiter is a comma (,) and the enclosure is a quotation mark (").

Here is a step-by-step guide on how to open a CSV in Excel:

1. Open Excel: Launch Microsoft Excel on your computer.
2. Go to the 'File' Menu: Click on the 'File' menu located > in the top-left corner of the Excel window.
3. Select 'Open': Choose the 'Open' option from the menu.
4. Browse for the CSV file: Navigate to the location where your CSV > file is stored. In the file type dropdown menu, make sure to > select "Text Files (*.prn; *.txt; *.csv)" to see CSV files. > Click on the CSV file you want to open.
5. Click 'Open': Click the 'Open' button in the > bottom-right corner of the window.
6. Text Import Wizard: Ensure "Delimited" is selected, then > click 'Next'. Select "Comma" as the delimiter, and > ensure "Text qualifier" is set to the quotation mark > ("). Click 'Finish'.
7. CSV file in Excel: Your CSV file should now be open in Excel, > displaying its contents in spreadsheet format.

How to open CSV in Numbers?

To access CSV files in Numbers on your macOS device, follow these steps:

1. Save the CSV file to your device and locate it.
2. Right-click on the file and choose "Open With" → > "Numbers."
3. If the file doesn't display correctly, click on "Adjust > Settings".
4. In the Import Settings dialog, select your delimiter and click > "Update Table." For more advanced adjustments like file > encoding (e.g., UTF-8), click on "Advanced Settings."

The file will now open as a spreadsheet in Numbers, ready for editing.

How to Migrate Data from a CSV file?

Users can download any of the samples provided in Migration Wizard and use them for a Demo migration, as well as to insert their data and use it for data migration. Or simply rename the headers in the CSV file to correspond to their requirements to the CSV file.

What data can you import via CSV?

To import your data, provide three files that contain

• Tickets
• Comments
• Knowledge Base articles
• Customers and companies
• Requests, Request comments
• Changes, Change note, Change task, Change task note
• Problems, Problem note, Problem task, Problem task note

Create each file separately and then upload them to the Wizard. Make sure your CSV file corresponds to our Migration Wizard requirements. Check the guidelines for migrating data from CSV below.

Prepare your CSV files for help desk migration with our step-by-step video guide. Ensure a seamless transfer of tickets and knowledge base articles.

CSV file requirements

Each file must possess a heading row with a summary column. The heading row is necessary to identify and map data objects.

• The header row has no punctuation (apart from commas separating the > columns).
• The header row is in English (the language of the content in the > second and other rows might be in any other language).
• The header shouldn't include identical names. Be sure to double > check this aspect.
• All columns in the header row begin with a capital letter.

Pay attention to the following aspects:

• Make sure your CSV file is encoded in UTF-8. This ensures proper > recognition and display of special characters and symbols, and > prevents hiccups during the import process.
• Fields are separated by commas.
• Use double-quote marks (") to capture data that spans multiple > lines. Typically used for tags, attachments, and descriptions.
• To attach files you need to provide a URL following which our > service can access the attachment. You may add multiple > attachments - separate them by commas and quote the values in the > field.
  > Note that URLs for attachments support both HTTP and HTTPS > protocols.

Preparing the file with Tickets

To import tickets, prepare a CSV file which contains a heading row with the following columns:

Double-check the following things:

• You can specify your time zone in the format > 2021-09-07Т15:17:07+03:00.
• If you don’t fill in your time zone, the time zone +3 sets up > automatedly during the data migration.

Importing custom fields

To migrate custom fields, add tags to column headers (ticket field names) so that the Migration Wizard can identify them. Here are the tags you need to use:

• _select - dropdown (e.g., ChooseProduct_select)
• _date - time (e.g., due_date)
• _integer - number (e.g., TicketInternal_integer)
• _decimal - decimal (e.g., Cost_decimal)
• Any other columns in a file without a tag will be treated as > string(text) at mapping

Important

To be identified, tags should be in English.

Preparing the file with ticket comments

Ensure your CSV file with ticket comments possesses a heading row with the following columns:

You can only submit one file with comments. Make sure to collect all ticket comments in that file.

Check the following aspects:

• Make sure your CSV file is encoded in UTF-8. This ensures proper > recognition and display of special characters and symbols, and > prevents hiccups during the import process.
• Fields are separated by commas.
• The body of the comment or ticket description can contain HTML > formatting.
• To attach files, you need to provide a public URL following which > our service can access the attachment. You may add multiple > attachments - separate them by commas.
• You can set up your time zone in the format > 2021-09-07Т15:17:07+03:00. If you don’t fill in your time zone, > the time zone +3 sets up automatedly during the data migration.

What to do with tickets that have more than one comment

Ensure that comments from the same ticket have the same TicketId. The Migration Wizard identifies where they belong. Double-check the CommentId set in the corresponding order. Ticket comments are sorted by creation date.

Preparing the file with knowledge base articles (download sample)

To import knowledge base articles, provide a CSV file that contains a heading row with the following columns:

Important

• The body of the article can contain HTML formatting. Also, you can > add images and videos.
• Article statuses can differ. We accept all statuses, just make sure > to map them when configuring your migration.
• Your CSV file can't have folders with identical names if they > belong to different categories. Consider renaming these folders > before importing them.

Preparing the file with Service Requests

To import service requests, prepare a CSV file which contains a heading row with the following columns:

Double-check the following things:

• You can specify your time zone in the format > 2021-09-07Т15:17:07+03:00.
  > If you don’t fill in your time zone, the time zone +3 sets up > automatedly during the data migration.

Importing custom fields

To migrate custom fields, add tags to column headers (request field names) so that the Migration Wizard can identify them. Here are the tags you need to use:

• _select - dropdown (e.g., ChooseProduct_select)
• _date - time (e.g., due_date)
• _integer - number (e.g., RequestInternal_integer)
• _decimal - decimal (e.g., Cost_decimal)
• Any other columns in a file without a tag will be treated as > string(text) at mapping

To be identified, tags should be in English.

Preparing the file with service request comments

Ensure your CSV file with service request comments possesses a heading row with the following columns:

Check the following aspects:

• Fields are separated by commas.
• The body of the comment or request description can contain HTML > formatting.
• To attach files, you need to provide a public URL, following which > our service can access the attachment. You may add multiple > attachments - separate them by commas.
• You can set up your time zone in the format > 2021-09-07Т15:17:07+03:00. If you don’t fill in your time zone, > the time zone +3 is set up automatedly during the data migration.

How to handle service requests that have more than one comment

Ensure that comments from the same request have the same RequestId. The Migration Wizard identifies where they belong. Double-check the CommentId set in the corresponding order. Request comments are sorted by creation date.

Preparing the file with Changes

To import changes, prepare a CSV file which contains a heading row with the following columns:

Double-check the following things:

• You can specify your time zone in the format > 2021-09-07Т15:17:07+03:00.
  > If you don’t fill in your time zone, the time zone +3 sets up > automatedly during the data migration.

Importing custom fields

To migrate custom fields, add tags to column headers (field names) so that the Migration Wizard can identify them. Here are the tags you need to use:

• _select - dropdown (e.g., ChooseProduct_select)
• _date - time (e.g., due_date)
• _integer - number (e.g., ChangeInternal_integer)
• _decimal - decimal (e.g., Cost_decimal)
• Any other columns in a file without a tag will be treated as > string(text) at mapping

To be identified, tags should be in English.

Preparing the file with change notes (download sample)

Ensure your CSV file with change notes possesses a heading row with the following columns:

Check the following aspects:

• Fields are separated by commas.
• The body of the comment or change description can contain HTML > formatting.
• To attach files, you need to provide a public URL, following which > our service can access the attachment. You may add multiple > attachments - separate them by commas.
• You can set up your time zone in the format > 2021-09-07Т15:17:07+03:00. If you don’t fill in your time zone, > the time zone +3 is set up automatedly during the data migration.

What to do with changes that have more than one note

Ensure that notes from the same change have the same ChangeId. The Migration Wizard identifies where they belong. Double-check the NoteId set in the corresponding order. Change comments are sorted by creation date.

Preparing the file with change tasks

To import change tasks, prepare a CSV file which contains a heading row with the following columns:

Importing custom fields

To migrate custom fields, add tags to column headers (field names) so that the Migration Wizard can identify them. Here are the tags you need to use:

• _select - dropdown (e.g., ChooseProduct_select)
• _date - time (e.g., due_date)
• _integer - number (e.g., ChangeTaskInternal_integer)
• _decimal - decimal (e.g., Cost_decimal)
• Any other columns in a file without a tag will be treated as > string(text) at mapping

To be identified, tags should be in English.

Preparing the file with change task notes (download sample)

Ensure your CSV file with change task notes possesses a heading row with the following columns:

How to handle change tasks that have more than one notes

Ensure that notes from the same change task have the same TaskId. The Migration Wizard identifies where they belong. Double-check the CommentId set in the corresponding order. Change task notes are sorted by creation date.

Preparing the file with Problems (download sample)

To import problems, prepare a CSV file which contains a heading row with the following columns:

Double-check the following things:

• You can specify your time zone in the format > 2021-09-07Т15:17:07+03:00.
  > If you don’t fill in your time zone, the time zone +3 sets up > automatedly during the data migration.

Importing custom fields

To migrate custom fields, add tags to column headers (field names) so that the Migration Wizard can identify them. Here are the tags you need to use:

• _select - dropdown (e.g., ChooseProduct_select)
• _date - time (e.g., due_date)
• _integer - number (e.g., ProblemInternal_integer)
• _decimal - decimal (e.g., Cost_decimal)
• Any other columns in a file without a tag will be treated as > string(text) at mapping

To be identified, tags should be in English.

Preparing the file with problem notes (download sample)

Ensure your CSV file with problem notes possesses a heading row with the following columns:

Check the following details:

• Fields are separated by commas.
• The body of the note or problem description can contain HTML > formatting.
• To attach files, you need to provide a public URL, following which > our service can access the attachment. You may add multiple > attachments - separate them by commas.
• You can set up your time zone in the format > 2021-09-07Т15:17:07+03:00. If you don’t fill in your time zone, > the time zone +3 is set up automatedly during the data migration.

What to do with problems that have more than one note

Ensure that notes from the same problem have the same ProblemId. The Migration Wizard identifies where they belong. Double-check the NoteId set in the corresponding order. Problem comments are sorted by creation date.

Preparing the file with problem tasks (download sample)

To import problem tasks, prepare a CSV file which contains a heading row with the following columns:

Importing custom fields

To migrate custom fields, add tags to column headers (field names) so that the Migration Wizard can identify them. Here are the tags you need to use:

• _select - dropdown (e.g., ChooseProduct_select)
• _date - time (e.g., due_date)
• _integer - number (e.g., ProblemTaskInternal_integer)
• _decimal - decimal (e.g., Cost_decimal)
• Any other columns in a file without a tag will be treated as > string(text) at mapping

To be identified, tags should be in English.

Preparing the file with problem task notes (download sample)

Ensure your CSV file with problem task notes possesses a heading row with the following columns:

How to handle problem tasks that have more than one notes

Ensure that notes from the same problem task have the same TaskId. The Migration Wizard identifies where they belong. Double-check the CommentId set in the corresponding order. Problem task notes are sorted by creation date.

Preparing the file with Contacts

To import contacts, prepare a CSV file which contains a heading row with the following columns:

Double-check the following things:

• You can specify your time zone in the format > 2021-09-07Т15:17:07+03:00.
  > If you don’t fill in your time zone, the time zone +3 sets up > automatedly during the data migration.

Importing custom fields

To migrate custom fields, add tags to column headers so that the Migration Wizard can identify them. Here are the tags you need to use:

• _select - dropdown (e.g., ChooseOption_select)
• _date - time (e.g., due_date)
• _integer - number (e.g., ContactInternal_integer)
• _decimal - decimal (e.g., Cost_decimal)
• Any other columns in a file without a tag will be treated as > string(text) at mapping

To be identified, tags should be in English.

Creating a CSV file

Converting Excel, Numbers, LibreOffice Calc or Google Sheets to CSV

If you're working with data in a spreadsheet (Excel, Numbers, LibreOffice Calc, or Google Sheets), you can easily save it in CSV format. Simply select "Save As" and choose the ".CSV" option, similar to saving as ".XLS" or ".TXT".

This will automatically convert and save your file in CSV format without altering the data. Alternatively, you can also use the "Export to" or "Download" option to obtain a CSV copy of your file.

Exporting data to CSV

This method differs from the previous one as it involves downloading data directly from your database in CSV format. This allows for easy editing in other applications, as well as flexibility for moving or backing up the data as needed.

Note that not all programs or applications support CSV downloads, which may require the use of third-party tools to obtain the required data.

Using Notepad or Text Edit, etc. to CSV

While not common, you can manage small amounts of data using a text editing program. Structure the data using commas or another recognized delimiter, with each delimiter indicating a different "column" of data. Then, select "Save As" and choose the "CSV" option from the available formats.

Some text editors may require manually adding the ".csv" extension in the file name, such as "File.csv".

How to check the result of the Demo Migration to CSV?

Once the Demo is complete, you will see a summary with the "Download results" buttons.

The downloaded archive includes a CSV file for each migrated record type. Review each CSV file to ensure all chosen record types are present.

During migration, attachments are moved to a separate folder. When viewing exported CSV files, you'll only see the names of attachments that exist in the folder.

The archive also contains an export.xlsx file with the CSV migration results. This file provides an overview of the exported data across different migrated record types.

Contents of the export.xlsx file

• Tickets: Details of all exported tickets, including ticket ID, > subject, description, tags, type, priority, and more.
• Ticket Comments: Includes all comments associated with each > ticket ID, providing a comprehensive view of interaction history.
• Contacts: Information such as names, email addresses, and phone > numbers.
• Staff: Details including names, email addresses, and department > names.
• Groups: Information about the different groups that have been > migrated.
• Articles: Details of the knowledge base articles that have been > exported, including titles, descriptions, categories, and any > associated attachments.

Why are rows with existing values being flagged as empty during data validation in Help Desk Migration?

This usually happens when at least one row in a column is missing a value. If a column is marked as required, every record in that column must have a filled-in value.

If you’re confident that all values are correctly entered, contact our support team via chat. We can review your file immediately and help identify why the validation is flagging specific rows

Attachments and Inline Images in CSV Migration

1. Attachments migrating to CSV: the file path is inserted into the corresponding CSV field, and a separate file with the attachments physically stored is included in the archive folder.
2. Inline images migrating to CSV are exported in base64 format. Example decoder: https://www.base64encode.org/
3. Inline images can be imported from a CSV file. The format must be: <img src="https://test827.zendesk.com/attachments/token/L8FOlXnpoWjrwYiJ6NQFjKjyz/?name=pexels-james-wheeler-414612.jpg">. The URL must be public, or the inline image won't be read.

Post-Migration Display Issues

If the file structure appears broken when the client opens the exported file in Excel, suggest opening it in Google Sheets or LibreOffice Office instead.

Delta Migrations from CSV

If a client migrating from CSV purchased the Signature package, a delta migration requires the client to provide a new file containing all created/updated tickets that need to be migrated. A new demo is then set up, with the discount applied to it.

This can result in duplicates — the tickets that migrated during the original Full Migration, alongside their updated versions migrated during the delta. Ask the client whether the tickets from the original Full Migration should be deleted. If so, ask engineers to delete the tickets from the original Full Migration that will be re-migrated during the delta (the delta file needs to be shared with them so they know which ticket IDs to look up).

Custom Demo Migrations from CSV

Neither admins nor clients can set up a custom demo directly from a CSV file to migrate specific tickets. If this is needed, the client must create a file containing only the tickets they want migrated and run it as a separate demo migration.

Migrating Help Desk Records (Changes, Problems, Service Requests) from CSV

Migration of Changes, Problems, and Service Requests from CSV is supported, but only if the target platform supports migrating these objects (Halo, ServiceNow, and Freshservice — Freshservice supports Changes and Problems only).

Migrating KB Translations from CSV

Migrating translations is possible, but the CSV file needs to be formatted correctly, which requires a customization. It's also important to check whether the target platform supports migrating translations.

Formatting example — the file needs paired columns per language, e.g.: Category, Folder, Title, Description, Status, and then per-language equivalents such as Category_FR, Folder_FR, Title_FR, Description_FR, Category_ES, Folder_ES, Title_ES, Description_ES.

For a custom demo migration of KB data, the article's Title should be entered instead of an ID (the file has no ID column for articles).