Yes, Zendesk does provide the ability to bulk create tickets. There are a few different methods that can be used to accomplish this which will be covered in this article.
Importing Tickets via CSV
One of the easiest ways to bulk create tickets in Zendesk is by importing them via a CSV file. Here are the steps to import tickets using a CSV file:
- Export a CSV template from Zendesk under the ‘Tickets’ menu. This will contain headers for all the necessary ticket fields.
- Fill out the CSV file with the ticket details you want to import. Each row will create a new ticket.
- Save the CSV file.
- Go to the ‘Tickets’ menu in Zendesk and select ‘Import’
- Upload your completed CSV file.
- Map the columns from your CSV to the corresponding Zendesk ticket fields.
- Choose your import settings such as which group or assignee the tickets should go to.
- Click ‘Import’ and your tickets will be created.
A few things to keep in mind when importing tickets via CSV:
- There are limits on how many tickets can be imported per CSV file, usually around 50-100 rows.
- The import may timeout if importing a very large number of tickets, requiring breaking it up into smaller CSV chunks.
- Custom ticket fields need to be included in the CSV template for them to be populated.
Creating Tickets via the API
Zendesk also provides a Ticketing API that allows tickets to be created programmatically. This opens up many possibilities for automating ticket creation.
Here are some ways the API can be used to bulk create Zendesk tickets:
- Write a script that interacts with the API to create large batches of tickets.
- Build an integration or webhook that automatically creates tickets from events in another system.
- Develop a custom interface or form that gathers details and uses the API to build tickets.
- Loop through an array of ticket data and use the API to turn each item into a new ticket.
The Zendesk Ticketing API provides endpoints like /api/v2/tickets.json that allow submitting ticket details. There are also many client libraries available to make integration easier.
Compared to CSV import, the main advantage of using the API is automation and having no limits on volume. The downside is it requires writing code rather than just uploading a spreadsheet.
Using Zendesk Apps and Automations
In addition to the CSV import and API methods, there are couple other options for bulk creating tickets using native Zendesk capabilities.
Custom Zendesk apps could be built that facilitate bulk ticket creation. The apps framework provides access to submit new ticket data. An app could be designed with its own interface for collating bulk ticket details for submission.
Zendesk automations provide if-this-then-that configuration to perform actions like ticket creation based on triggers. Automations could potentially be used to generate a set of uniform tickets like creating tickets for all users in an organization.
These options require more specialized development but allow bulk ticket workflows to be tightly integrated into the Zendesk UI.
When to Use Bulk Ticket Creation
Now that we’ve covered the main methods for bulk creating Zendesk tickets, let’s discuss when you might want to use these capabilities.
Here are some common use cases for bulk ticket creation:
- Migrating – Moving existing tickets from another help desk or support system into Zendesk.
- Initializing – Seeding Zendesk with a starting set of tickets instead of entering them manually.
- Syncing – Keeping Zendesk tickets in sync with external databases, data warehouses, etc.
- Mapping – Creating tickets from external data like support cases in a CRM or bug reports from testing tools.
- Backfilling – Populating custom ticket fields that were added after tickets were already created.
In these situations, bulk creation through CSV, API, or apps is much more efficient than manual entry of lots of tickets. The ability to programmatically generate tickets also opens up automation possibilities.
Limitations and Downsides
There are a few limitations and downsides to be aware of with bulk ticket creation in Zendesk.
- Imported tickets miss out on some of the metadata like creation source that comes from regular submission.
- No way to trigger automations based on bulk imported tickets.
- App usage limits can restrict how many API-created tickets are possible.
- Too many API requests may result in rate limiting or blocks.
- CSV imports have relatively small file size limits.
Due to these restrictions, it’s usually better to avoid creating thousands of tickets simultaneously. A phased approach helps avoid technical issues.
It’s also best to analyze whether tickets should represent unique issues vs consolidating information into comments and a single ticket. Creating duplicates can congest the system.
Best Practices
Follow these best practices when bulk creating tickets in Zendesk for the best results:
- Test with smaller batches first to validate workflow.
- Use the latest CSV template each time for required fields.
- Clean up data to avoid duplicates or invalid values.
- Check for rate limiting and retries if using the API.
- Add custom fields through CSV columns instead of trying to update later.
- Review a sample of imported tickets to confirm accuracy.
In Summary
Zendesk provides several ways to create tickets in bulk:
- Import tickets by uploading a CSV
- Leverage the Ticketing API to programmatically create tickets
- Build custom apps or automations for generating tickets
When used for the right use cases like migrations or syncing external data, bulk ticket creation can save time and effort over manual data entry.
However, limitations around technical complexity, duplicate data, and rate limits should be kept in mind. Following best practices like testing, reviewing, and phasing rollouts will help ensure a successful implementation.
Bulk ticket creation enhances the ability to get data into Zendesk while requiring some planning to execute smoothly.
Method | Pros | Cons |
---|---|---|
CSV Import |
|
|
API |
|
|
Apps & Automations |
|
|
In this article we explored the main methods for bulk ticket creation in Zendesk. Importing CSVs provides a simple option while the API enables automation at scale. Apps and automations present additional possibilities when custom workflows are needed. Understanding the pros and cons of each approach helps determine the best fit for a particular use case.