Migrate JSM customer accounts from 1 jira cloud to another jira cloud

[Anup Kale]

My organisation has recently taken over 1 organisation and we have been tasked to migrate all customer accounts from JSM instance to another, so that users can create tickets in only 1 JSM account.

Both jira instance are cloud instance and I know I can export the users in a csv, but I am not sure I import these user into the other JSM.

Can someone guide me with this?

Thank you.

[Rebekka Heilmann (viadee)]

Hi @Anup Kale and welcome to the Community

Just to add to @Anahit Sukiasyan by inviting the Customers to the Target JSM site, it will trigger Account creation so the users will have to create a new password and won't have access to old issues (from the old site) in their accounts, as Customer Accounts are distinct per JSM site.

[Anahit Sukiasyan]

Dear @Anup Kale

Welcome to the Community!

This step-by-step guide may help you:

Step 1: Export Customers from the Source JSM

1. Go to the source JSM instance.
2. Navigate to Customers under your service project.
3. Export the customer list:
   • Use the Export CSV option (or manually copy the email addresses if no export option is available).
   • Ensure you have a clean CSV with at least the email addresses of the customers.

Step 2: Prepare the CSV File for Import

1. Create a CSV file with the following structure:

   • Email Address (required).
   • Optionally include columns like Name (if available) to add more context to your import.

   Example CSV:

   Email,Name user1@example.com,User One

   user2@example.com,User Two

2. Remove duplicates and ensure that the email addresses are valid.

Step 3: Add Customers to the Target JSM

Currently, Jira Cloud doesn’t have a direct “bulk import” feature for customers. However, you can use the following workaround:

Use the "Invite Customers" Feature:

1. Navigate to the Customers section in the target JSM project.
2. Click Add Customers.
3. Paste the list of email addresses (from your CSV) into the input box and send invitations.

[Anup Kale]

Hi @Anahit Sukiasyan  Thank you for your response.

However, as you can see from the attached image, I do not have an option to download the customers CSV. Therein lies my problem of exporting the current customer list

Can you please suggest how else can i download the customer list?

[Anahit Sukiasyan]

Hi @Anup Kale

If no export option is available I guess you can try to use one of the relevant marketplace apps or manually copy the email addresses, in case they're not so many.

[Anup Kale]

Ok thank you. 

[Natalia Tomchyshyn]

It seems like you're trying to migrate JSM customer accounts from one Jira Cloud instance to another. While exporting the user data in a CSV file is a common approach, importing it into the new JSM instance might not work as expected, especially if it involves mapping custom fields, user permissions, or certain configurations specific to the new instance.

In this case, Help Desk Migration can assist you. Our service automates the migration process, ensuring that all relevant data—such as customer accounts, tickets, and custom fields—are seamlessly transferred between instances. If the CSV transfer doesn't work as planned, we can handle the migration with precision, including mapping data correctly between the source and target instances. Here's our app https://marketplace.atlassian.com/apps/1231592/merge-projects-for-jira-service-management?hosting=cloud&tab=overview

Additionally, we support complex migration scenarios where data consistency and accuracy are crucial, eliminating potential errors or missing information in the process.

This way, you can rest assured that the migration will be smooth and all your customer accounts will be fully functional in the new JSM instance.