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Zendesk won't import your users file?

Fix the errors Zendesk shows when bulk importing users from a CSV, then import clean every time.

Errors Zendesk shows

A field value is not formatted correctly

If a field value is not formatted correctly, the import will fail, and you will receive an error report specifying which records failed to save.
Zendesk help centre

A row matches more than one existing user

If any external ID, email address, or phone number matches more than one existing user, that row is rejected from the bulk import.
Zendesk help centre

What Zendesk’s data importer checks

  • A role must be written in lowercase as end-user or agent.

    DocTransform fixes this: type

    In role, replace Agent with agent and End User with end-user

    Or by hand

    open the role column’s ⋯ menu → Find & replace…, find Agent, Replace with agent, Match entire cell → Replace all; do the same for End User and end-user

    Zendesk help centre

  • A phone number must be in the international E.164 format.

    DocTransform fixes this: open Health → Phone formats → Convert 3 (the button shows how many numbers it writes); each readable number is written as +[country code][number], a number that names no country is read in your language’s region, and one it cannot read stays as written

    Zendesk help centre

  • The file must be a CSV saved with UTF-8 character encoding.

    DocTransform fixes this: in Export, pick the CSV format and click Download; the file is written in UTF-8

    Zendesk help centre

  • The header fields must appear in the order Zendesk lists them.

    Zendesk help centre

  • A user can be added to 50 organizations at most.

    Zendesk help centre

Before and after

4,200 users

zendesk_users.csv
nameemailsphonesrole
Ines Ruizines.ruiz@solymar.example+34600123456Agent1
Marc Blochmarc.bloch@nordic.example+46701234567End User2
Julia Novakjulia.novak@praha.example+420601234567End User3
Tomas Silvatomas.silva@lisboa.example+351912345678end-user
Eva Bergeva.berg@oslo.example+491512345678Agent
Leo Martinleo.martin@paris.example+33612345678End User
Nora Dahlnora.dahl@bergen.example+4791234567agent

    Before

    Fix it in DocTransform

    By hand: 6 stepsDocTransform: 1 sentence

    1. 1. Upload zendesk_users.csv into DocTransform.
    2. 2. Type

      In role, replace Agent with agent and End User with end-user

      and press Send. Check the steps it adds; Undo takes them all back.
      Or by hand

      Apply the fixes: open the role column’s ⋯ menu → Find & replace…, find Agent, Replace with agent, Match entire cell → Replace all; do the same for End User and end-user. For a phone number with no country code, open Health → Phone formats → Convert 3. Put the header columns in Zendesk’s order and keep a user to 50 organizations yourself: DocTransform saves no step for them.

    3. 3. Download the cleaned file as CSV with Download, ready for Zendesk’s data importer.
    “In role, replace Agent with agent and End User with end-user” typed into DocTransform; two steps applied, two Agent and three End User cells rewritten; Undo shown
    1. Type the change in one sentence, in your own words.
    2. Wait about 5 seconds while the steps are written. Stop cancels.
    3. Check each step and how many cells or rows it changes.
    4. The file is clean. Not what you meant? One Undo takes it all back.

    Save this fix once, then rerun it on your next export with one click.

    Fix it by hand in Excel or Sheets

    1. Select the role column, press Ctrl+H, find Agent, replace it with agent and click Replace All, so Zendesk reads the role.
    2. Do the same for End User and end-user.
    3. Check each phone number starts with + and its country code; to add one, right-click the column C header, choose Format Cells → Text and click OK so Excel keeps the +, then retype the number, e.g. 600 123 456 as +34600123456 for Spain.
    4. Compare the header row with Zendesk’s field table and put the columns in the same order.
    5. Keep a user to 50 organizations at most, separated by |.
    6. Choose File → Save As, pick CSV UTF-8 (Comma delimited) (*.csv) and click Save.

    Questions

    Will DocTransform put my header columns in the order Zendesk lists?
    No — DocTransform saves no step to reorder columns for this. Compare your header row with Zendesk’s field table and move the columns by hand.
    Will DocTransform guess a country code that is missing from a phone number?
    Only from your language’s region: a number that names no country is read in that region, and a number DocTransform cannot read stays as written. Check those cells before you import.
    Can I reuse this fix next time I export my users?
    Yes — save it once in DocTransform and rerun it on your next export.

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    Salesforce, HubSpot, Shopify, QuickBooks, Mailchimp, Pipedrive, WooCommerce, Klaviyo, Google Contacts, ActiveCampaign, Brevo, Zendesk, Square, Zoho CRM, and Xero are trademarks of their owners. DocTransform is not affiliated with them.