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is there a way to import zendesk tickets to Jira service desk

Carlos Gomez Sep 05, 2017


I want to move my Zendesk tickets to Jira Service desk. Is there a way or a add-on to import zendesk tickets to Jira service desk?

Please help.


3 answers

1 vote
Suhas Patil Community Leader Sep 05, 2017

Not sure about add-on but if you could export tickets from Zendesk in CSV or excel format, then can import into JIRA using external system import option in JIRA. But all fields from Zendesk should already exist in JIRA before import.

Jack Brickey Community Leader Sep 06, 2017

yep ... CSV is the way to go. Be forewarned it is not a painless task in all cases. I have done a number of CSV imports w/ varying degrees of success. it isn't hard but it is tedious.

Here are some lessons learned and things you will need to play with:

  • usernames - figure out what you want to do with these. Sometimes it is easier to create all of the users into JIRA manually before importing. I had some odd behaviours a few times where assignee would not be recognized and JIRA import would set to
  • dates - make sure you look carefully at the format in the spreadsheet and be sure to use set the format during the import process, you will see it
  • IMPORTANT - start small import one or two, inspect the results, tweak your CSV and test again. Then ONLY when you have a successful (acceptable) import should you do the rest.
  • Create a template of your successful import. you will see this option at the end of each import. You can use this to blast thru the rest.
  • Even after it is successful I alway do in chunks, e.g. by assignee. This allows me to review and if needed, and it almost always has been for me, you can do a bulk update to clean up any annomolies that may have occurred and been undesireable.

You know I would over my mercerny service for these imports if I didn't hate them so much. LOL!

Seriously, not that bad but tedious. if you have a few thousand plan a day.

Great Succes!

Suhas Patil Community Leader Sep 07, 2017 • edited

Must appreciate this explaination by Jack.  External System Import usually you learn by failing several times but I am pretty sure that this will save lot of time for you Carlos :)

1 vote
John Barnaby Jun 03, 2018

Here is the service that allows migrating data from Zendesk to Jira Service Desk - Help Desk Migration.

0 votes
Tadd Smejkal Nov 15, 2018

Hi, everyone.  I was researching this and came across this helpful post by Luke.  Thanks, Luke!  a big HOWEVER:

I don't think you can export comments from Zendesk to a csv.  I tried, looked, researched, I don't see a way to do it.  And if you don't have comments, well...

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