Importing and Exporting tickets

Jitbit Helpdesk allows importing and exporting tickets and KB articles from outside sources.

Import tickets from CSV

To import tickets from a CSV file, upload a CSV file with the following columns:

Subject, Body, Email, Category-name or ID, [Company-name, Assignee-username, Ticket-date, Custom-field-1, Custom-field-2...]

No header row.

Optional fields are in [brackets]. Non-existing user-accounts will be created automatically (from the email-addresses in the file).

Escape double quotes by adding another quote (replace " with "")

Enclose subject and body in double quotes

The imported tickets will be marked as "closed"

Import tickets from Zendesk

This module connects to your Zendesk account via the API and downloads all the tickets automatically.

Import tickets from Freshdesk

This module connects to your Freshdesk account via the API and downloads all the tickets automatically.

Import Users from CSV

Your CSV file needs to have these columns:

Username, Password, Email, FirstName, LastName, Company, Phone, Location, Department

with no header row.

NOTE: users import and export expect different formats!

Existing user attributes will be updated by email addresses. Everything after "email" is optional.

Password handling: Leave password column empty to keep existing passwords unchanged. Only provide passwords for new users or when you want to change existing passwords.

Import KB from CSV

Upload a CSV files containing the knowledge-base articles you'd like to import. The format is:

subject, body, category name

Check the "Articles are in Markdown format (not HTML)" checkbox if necessary.

Export to CSV

Export your tickets into a CSV file. The exported file will have the following format:

Subject, Body, Email, Category Name, Company Name, Assignee, Ticket Date, TicketID, Username, Status Name, Start Date, Time spent in seconds, Closed Date, Priority, Department name, Due date, Tags, Priority

Export KB to CSV

Export all your KB articles into a CSV file. The exported file will be in the following format:

ArticleID, Subject, Body, Category name, Tags

Export Users to CSV

Export all your users into a CSV file. The exported file will be in the following format:

UserID, Username, Email, FirstName, LastName, CompanyName, Phone, Location, Disabled, Administrator, Technician, Manager, 2FactorAuthentication, Department, LastSeen