Import
Import tickets from other helpdesk platforms via CSV
Migrating from another helpdesk? The import tool lets you bring your existing tickets into the system via CSV file upload, so you do not lose any history.
Supported formats
The importer recognises CSV exports from:
- Zendesk
- Freshdesk
- FuseDesk
- Generic CSV — any CSV with columns for subject, description, status, and contact email
How to import
Export from your current platform
Export your tickets as a CSV file from your existing helpdesk. Most platforms offer this under their data export or reporting tools.
Upload the file
Navigate to Settings > Import and upload your CSV file. The importer detects the format automatically based on column headers.
Map columns
Review the column mapping screen. The importer auto-maps recognised columns, but you can adjust mappings manually if needed. Confirm that subject, description, status, and contact fields are correctly matched.
Run the import
Click Import to start. The import runs in the background — you can navigate away and continue working. You will be notified when it completes.
What gets preserved
Imported tickets retain their original creation dates, statuses, and metadata from the source platform. This means your ticket history timeline remains accurate after migration.
Import history
Every import is logged under Settings > Import with the date, file name, and number of records processed. You can review past imports at any time.
Knowledge base enrichment
Resolved imported tickets can optionally be pushed to your AI knowledge base. This gives Smart Draft immediate context from your historical support conversations — useful for generating better reply suggestions from day one.