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How can I import new customers and organizations into JSM without using API or code?

Serkan Türkel_82iy5v

Hi community,

I’m working on migrating a large set of customer and organization data into Jira Service Management (Cloud). I have the data ready in Excel/CSV format and I'm looking for a way to bulk import these records without using the API or any custom coding.

However, when I try using the CSV import feature in the Customers or Organizations section, I get the following error:

"The organizations or customers in the following rows don't exist on this site."

This makes me think that CSV import only allows updating existing records, and does not support creating new customers or organizations.

Can someone confirm:

Is there a way to import new customer and organization records directly via CSV?
If not, is there any easier or no-code solution for this?
Any best practices for non-technical users to achieve this bulk import?

Any help or guidance would be greatly appreciated!

Thanks in advance.

Accepted answers

Rilwan Ahmed

Hi @Serkan Türkel

Currently, the system does not support importing new customers and their related details directly from a CSV file. However, you can import existing customers along with their respective fields if they are already present in the service project.

More details in https://confluence.atlassian.com/jirakb/how-to-import-new-customer-details-in-jsm-1369440447.html

Also through API, you cannot add new customers as mentioned in https://support.atlassian.com/jira-service-management-cloud/docs/import-customer-and-organization-details/

All comments

Rilwan Ahmed

Hi @Serkan Türkel ,

Welcome to the community!!

Go to your JSM project setting --> Customers. You can upload the csv file. Also you get the csv template for your reference.

https://<Domain>.atlassian.net/jira/servicedesk/projects/<PROJECTKEY>/customers.

To get started, create your fields in “Manage details”. Same can be done for Organizations also.

Serkan Türkel_82iy5v

Hi Rilwan,
Thank you very much for your answer. My customers and organizations section is a bit different than yours. I am using JSM Cloud version. Could you be using JSM on-prem?

Additionally, when I try to add customers and organizations in a similar way as you mentioned, I get the error message I mentioned above. In other words, the system does not allow me to add a customer or organization from scratch, but I can update the detail fields for the existing ones.

Regards,

Serkan

John Funk

Hi @Serkan Türkel - Welcome to the Atlassian Community!

If you go to the project and then Customers, you will get a box on the right side to Add a customer. You can put up to 50 email addresses at a time there separated by a comma.

Serkan Türkel_82iy5v

Hi @John Funk

Thank you very much for your answer. Actually, I used this option to add some customers in my JSM project.

However, I have around 15K customers to add in my service project. It is impossible to add them manually.

That's why I am looking for a solution to include them to Customer database of JSM project.

Regards,

Serkan

John Funk

Check with Atlassian Support for that many. They might be able to connect you up.

https://support.atlassian.com/contact/#/

Rilwan Ahmed

Hi @Serkan Türkel

More details in https://confluence.atlassian.com/jirakb/how-to-import-new-customer-details-in-jsm-1369440447.html

Also through API, you cannot add new customers as mentioned in https://support.atlassian.com/jira-service-management-cloud/docs/import-customer-and-organization-details/

Marc -Devoteam-

Hi @Serkan Türkel

Welcome to the community.

Steps are:

Use a CSV to create organisations
Use a separate CSV to import customers
Use API to set customers to an organisation

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

Serkan Türkel_82iy5v

Hi Marc,

JSM does not allow to add customer or organization via CSV files. It seems that only adding detail field to existing customers are possible. Anyway, many thanks for your response.

Regards,

Serkan

ELFAPP Technologies

Hi @Serkan Türkel

Our app BulkOps Pro can help you achieve all your requirements in bulk.

Creating JSM customer users using CSV files
Creating JSM organizations
Adding the JSM customers into JSM organizations or JSM projects

It really doesn't matter how large the customer base or organization is, our app specializes in bulk operations.

Serkan Türkel_82iy5v

Hi Rilwan,

I have managed the issue, currently I am able to proceed with external customers without manually (bulk) adding to the JSM.

Thank you for your support.

Regards,

Serkan

Serkan Türkel_82iy5v

Hi ELFAAP Technologies,

It was really good to learn that such an add-on exists. I solved my problem for now, but I may need to add bulk customers and organizations again in the future. I will try using this add-on.

Thanks for your help.

Regards

Marc -Devoteam-

Hi @Serkan Türkel

Ah, my mistake.

I have added them by creating a CSV file and use this within Postman with the API call to create customers.

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-customer/#api-group-customer

Yuliia Maidanova - Mria Labs Inc.

Hi @Serkan Türkel

If your main goal is to bring a large external customer list into Jira and make those customers usable in JSM workflows, one practical alternative is to keep that customer data inside Jira, rather than trying to force it into JSM’s built-in Customers/Organizations layer.

This is exactly the scenario Mria Contacts: Contact Management in Jira & JSM was built for.

Mria Contacts lets you:

Import contacts and companies in bulk from CSV
Maintain a centralized contacts and companies database inside Jira, with all related issues and requests connected
Automatically recognize customers in Jira Service Management requests and link tickets to the correct contact and company
View all Jira issues and JSM requests related to a customer in one place
Create new contacts and companies directly from Jira Service Management tickets

A Shared View of Customer-Related Work.png

It does not replace JSM customers internally, but it solves the operational problem of managing and recognizing external customers at scale, especially when you have thousands of records and need something maintainable for non-technical teams.

If JSM’s native import limitations are what’s blocking you, this approach is often much easier than APIs or one-off scripts.

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