Import Zendesk tickets

2. Contact object

This object represents the customer or contact person for the ticket.

3. Message object

This object represents an individual message within the ticket thread.

4. Message Author object

This object represents details about who sent the message.

5. Message Recipients object

This object represents details about who received the message.

6. Attachment object

This object represents details about files attached to the message.

Example line 

Below is an example of a single line in the import file (formatted for readability, but should be on a single line in the actual file):

{
  "contact": {
    "email": "customer@example.com",
    "name": "John Doe"
  },
  "status": "open",
  "subject": "Issue with my order #12345",
  "priority": "urgent",
  "createdAt": "2023-10-25T14:30:00Z",
  "messages": [
    {
      "author": {
        "type": "contact",
        "email": "customer@example.com"
      },
      "htmlContent": "<p>Hi, I haven't received my order yet.</p>",
      "plainTextContent": "Hi, I haven't received my order yet.",
      "createdAt": "2023-10-25T14:30:00Z",
      "type": "public",
      "recipients": {
        "to": "support@company.com"
      }
    },
    {
      "author": {
        "type": "operator",
        "email": "agent@company.com"
      },
      "htmlContent": "<p>Hello John, let me check that for you.</p>",
      "createdAt": "2023-10-25T15:00:00Z",
      "type": "public",
      "recipients": {
        "to": "customer@example.com"
      },
      "attachments": [
        {
          "publicUrl": "https://example.com/files/screenshot.png",
          "filename": "screenshot.png"
        }
      ]
    }
  ]
}

Example JSONL file

Below is an example of contents of a valid JSONL file. Notice that each ticket is on a separate line and is a valid JSON object.

{"contact": {"email": "alice@example.com", "name": "Alice Smith"}, "status": "open", "subject": "Login issues", "priority": "urgent", "createdAt": "2023-11-01T09:00:00Z", "messages": [{"author": {"type": "contact", "email": "alice@example.com"}, "htmlContent": "<p>I cannot login.</p>", "recipients": {"to": "john@example.com"}}]}
{"contact": {"email": "bob@example.com", "name": "Bob Jones"}, "status": "solved", "subject": "Refund request", "priority": "normal", "createdAt": "2023-11-02T10:30:00Z", "messages": [{"author": {"type": "contact", "email": "bob@example.com"}, "htmlContent": "<p>Please refund order #999.</p>", "recipients": {"to": "jane@example.com"}}, {"author": {"type": "operator", "email": "jane@example.com"}, "htmlContent": "<p>Refund processed.</p>", "recipients": {"to": "bob@example.com"}}]}
{"contact": {"email": "charlie@example.com"}, "status": "pending", "subject": "Feature inquiry", "messages": [{"author": {"type": "contact", "email": "charlie@example.com"}, "htmlContent": "<p>Do you support SSO?</p>", "recipients": {"to": "sales@tidio.com"}}]}

The validation process

Before importing, the system reads and validates the entire file.

• Pre-validation

  The system validates all tickets in the file before importing any data.
   

• Error threshold

  If 100 or more tickets are found to be invalid, the validation process stops, the import
  fails, and no tickets are imported.
   

• Complete failure

  If the file contains fewer than 100 tickets and all of them are invalid, the import fails,
  and no tickets are imported.

Tips for success

1. Start small

   Test with a small file containing 2-3 tickets before importing large datasets.
    

2. Validate JSON syntax

   Use a JSON validator to check each line before importing.
    

3. Check email addresses

   Make sure email addresses follow standard email format rules.
    

4. Test required fields first

   Create a minimal ticket with only required fields, then add optional fields as
   needed.
    

5. Review error messages

   If your import fails, carefully review the error messages to identify and fix issues in
   your data.