How to import csv with a list of customers?

[Rodrigo Buch]

Can I import my customers who are registered in another Help Desk tool?

[Dan Breyen · Accepted solution]

Hi Rodrigo, from this article there isn't a way to do that: Bulk Customers 

That's what I've found anyway.

There may another way through the Atlassian Consultant if you're migrating from another tool.

[Alex Koxaras -Relational-]

But @Dan Breyen the link you gave IS the way :) 

[Rodrigo Buch]

@Dan Breyen @Alex Koxaras -Relational- 

Thank you, I will create the organizations first and then put the customer emails separated by a comma, it will help

[Yuliia Maidanova - Mria Labs Inc_]

Yes, but only in a very specific way, and it depends on your site.

If you’re on Jira Service Management (JSM)

• You cannot import customers from another help desk as new customers.

• What Atlassian supports here is importing customer and organization details (CSV/API) only for customers/organizations that already exist on your site as service identities.

• So this is not a migration of a customer base. It’s profile enrichment after the identities exist.

Docs:
https://support.atlassian.com/jira-service-management-cloud/docs/import-customer-and-organization-details/

Important: With the introduction of Service Collection in October 2025, customer service features are no longer available in Jira Service Management on new sites. Those features moved to Customer Service Management in Service Collection.

• In CSM, Atlassian supports bulk import of customer and organization profiles (CSV/API).

• But it’s still not a “full migration” in one step because relationships between customers and organizations aren’t imported in the same CSV and must be assigned manually afterward.

Docs:
https://support.atlassian.com/customer-service-management/docs/import-customer-and-organization-profiles/

If what you actually mean by “import customers” is bring a reusable customer directory into Jira (contacts + companies that can be reused across projects/teams, linked to Jira issues/JSM tickets/Confluence docs), then Mria Contacts: Contact Management in Jira & JSM is an option.

Mria Contacts lets you import Contacts and Companies from one CSV file and automatically link them during import.

It also supports auto-detection in JSM requests (match the requester to an existing contact and suggest linking/creating).

[G subramanyam]

Hi @Rodrigo Buch welcome to the Atlassian community.

I would say YES, you can import customers data into the JSM.

Use the CSV import feature. 
Go to Administration > System Settings > Import.

• Click CSV Import.
• Click Create Import.
• Enter a name for your import and select the CSV file that contains your customer data.
• Click Next.
• Map the columns in your CSV file to the fields in Jira Service Management.
• Click Next.
• Review your import settings and click Import.
• Use the JSON import feature. This feature allows you to import more data, including histories, but it is more complex to use. To use this feature, follow these steps:
• Go to Administration > System Settings > Import.
• Click JSON Import.
• Click Create Import.
• Enter a name for your import and paste the JSON data that contains your customer data.
• Click Next.
• Map the fields in your JSON data to the fields in Jira Service Management.
• Click Next.
• Review your import settings and click Import.
• Note: The Third-party migration tools also helps you import customers from another Help Desk tool into JSM.

[Alex Koxaras -Relational-]

Hi @Rodrigo Buch 

Please take a look at this documentation https://support.atlassian.com/jira-service-management-cloud/docs/add-customers-in-bulk-to-your-service-project/

Let me know if you got this!