Context
This app allows you to create or update multiple tickets at once using a CSV file.
How it works
It is a navbar app where the user selects a CSV file and configures all the ticket fields that will be populated during ticket creation or update. You can also view the history with information about all uploads made.
How to use
The following steps explain how to select the ticket fields to be populated when creating or updating tickets. For faster processing, the CSV form fields are automatically filled in if you use the Standard Column values in the file's header.
Standard Fields
Standard columns ignore accents and capitalization, so "Comment" and "comment" are treated the same way.
| Field Name | Description | Standard Columns |
| Ticket ID | The field referring to the ticket ID to be edited. If left blank, tickets will be created based on the CSV. | ID Ticket ticket_id |
| Subject | Column containing the text to be inserted in the ticket subject | Subject |
| Comment | Column containing the text to be inserted in the ticket comment | Comment |
| Group | Group ID of the group that will be associated with the ticket. | group_id group id |
| Form | Form ID that will be associated with the ticket. | form form_id |
| Status | Status that will be associated with the ticket (e.g., open, new, closed). | Status |
| Type | Type of the ticket (e.g., question). | Type |
| Requester’s Email | Email related to the requester that will be associated with the ticket. | requester email requester_email |
| Requester’s Name | Name related to the requester that will be associated with the ticket. | requester name requester_name |
| Agent ID (Comment Author) | ID of the agent responsible for the comment. | agent id agent_id |
| Brand ID | ID of the brand that the ticket will be associated with. | brand id brand_id |
Customizable Fields
Customizable fields expect values corresponding to their field types. For some field types, specific values are required. The guidelines for these are as follows:
| Field Type | Expected values |
| Checkbox | To mark the checkbox as true: ● YES To mark the checkbox as false: ● NO |
| Dropdown List | Enter the name of the option or its corresponding tag. |
| Multi-Select | Enter the option names or their respective tags, separated by commas |
| Date | The date format must be in ISO 8601 format (yyyy-mm-dd). |
Steps to upload the CSV
Step 1
Select or drag your CSV file into the indicated area.
Step 2
If the upload is to UPDATE tickets, select the column in your CSV related to the ticket IDs. Otherwise, leave it as "No Column".
Step 3
For CREATING tickets in bulk, it is mandatory to provide the Subject and Comment. Select the CSV columns referring to these fields.
Step 4
Select the CSV columns related to ticket configuration fields, such as Group, Status, etc.
Step 5
If there are any custom fields, click the Add Custom Field button at the bottom right of the table. Then, select the field by name and the related CSV column in the corresponding input.
Step 6
Add tags that will be common to all created/updated tickets. Tags should follow the standard without spaces. Example: tag_name.
Step 7
Click the SEND button, proceed with the necessary confirmations, and wait for the submission to be confirmed. Once completed, you can track the file processing via the Upload History tab
Each upload will show the date, file name, total number of lines with errors or success, and the processing status. Processes with the status "Processing" will not display these details until the process is completed.
You can use the filters in the form above the table to perform a more specific search for any previously uploaded file without navigating through the pages.
Files with "Error" status will have an expansion button on the right of their corresponding row, allowing error data to be read and corrected. This error table features pagination for navigating through the processing data.