Assigning Custom Roles to Agents in Zendesk Import
How do I assign custom roles to agents during a bulk import?
To assign custom roles to agents during a bulk import, include the custom role name in the restriction field of your CSV file.
Ensure that the custom role has already been created in Zendesk Support. If you use a role name that doesn't exist, the user's role defaults to Light Agent. Note that on Enterprise plans, agent roles override standard restrictions, so you must use an agent role for importing or updating an agent.
More related questions
How can I bulk import users into Zendesk?
To bulk import users into Zendesk, you need to create a CSV file with the user's data. This method allows you to add multiple users at once, saving time compared to adding them individually. The CSV file should include essential user data such as…
What are the limitations of bulk importing users in Zendesk?
Bulk importing users in Zendesk comes with certain limitations. For instance, the CSV file can contain a maximum of 2,000 rows when using the Bulk import pages, and up to 500,000 rows when using the data importer (beta). Additionally, the CSV file…
How do I create a CSV file for bulk importing users in Zendesk?
Creating a CSV file for bulk importing users involves formatting the file correctly and including the necessary data fields. The file must be saved using UTF-8 character encoding, and the first row should be a header row with required fields like…
Can I update existing users with a bulk import in Zendesk?
Yes, you can update existing users with a bulk import in Zendesk. When updating, include the user's external_id or email address in the CSV file to identify them. Some data, like name and role, will be replaced, while others, like phone numbers and…
How do I prevent welcome emails from being sent during a bulk import?
To prevent welcome emails from being sent during a bulk import, you need to adjust the welcome email settings in Zendesk. Navigate to Admin Center, click on People in the sidebar, then select Configuration > End users. In the User welcome email…
Can I import users into multiple organizations in Zendesk?
Yes, you can import users into multiple organizations in Zendesk if you're on the Professional or Enterprise plan. In your CSV file, list multiple organizations in the organization cell, separated by a pipe character. For example, you can enter…
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