How do I import agent information?

Navigate to Admin → User Management → Agents, and click on Import. If your account has more than one workspace, then navigate to Admin > Global Settings > User Management > Agents.

The "Import Agents" panel would appear on your screen. Select or drag-and-drop a CSV file onto the file upload area in this panel. Click on the "Upload" button. (Formats other than CSV are not supported. For more information about the file contents, refer to the sections below)

Map the agent attributes to the column headers in the CSV file. Once you're done, click on the " Import" button.

Once the import process is completed, you will receive an email with the number of agents imported successfully, and errors encountered if any.

How should I structure the input file?

The file must be in CSV format. Other formats are not supported.

The first row of the CSV file should contain the names of the fields that are being imported (Full Name, Email, etc.)

If you're assigning values to fields like Groups and Roles which can have multiple values,

- If you're editing the CSV file using a spreadsheet program like Microsoft Excel, specify the values separated by commas (Role 1, Role 2, Role 3) - If you're editing the CSV file using a text editor, specify the values separated by commas and enclose the entire string within double quotes ("Role 1, Role 2, Role 3")

Which fields can I import?


Attribute	Description	Possible Values
First Name	The official name of the agent	Any text
Last Name	The official surname of the agent	Any text
Email	Primary email address	Valid email addresses in the format username@domain.ext
Occasional	Identifies the agent as an occasional agent or a full-time agent	FALSE (for full-time agents)<br>TRUE (for occasional agents)
Title	Job Title	Any text
Work Phone	Work phone number	Any text
Mobile Phone	Mobile phone number	Any text
Location	Location of the agent	Existing Location Names from<br>_Admin → Asset Management → Locations_
Reporting Manager	The primary email address of the reporting manager	Valid email addresses in the format username@domain.ext (If the reporting manager specified does not already exist, they would be created as a requester/contact with the email address provided)
Groups	Groups that the agent is a member of. Supports multiple values.	Group Names from<br>_Admin → User Management → Groups → Agent Groups_
Roles	Default and custom roles assigned to the agent. Supports multiple values.	Understanding Roles for Agents : Freshservice
Time Zone<br>_(applicable to Growth, Pro, and Enterprise plans)_	Time zone that the agent works in	List of Time Zones Supported in Freshservice
Language<br>_(applicable to Growth, Pro, and Enterprise plans)_	Language in which the Freshservice interface is shown to the agent	List of Languages Supported in Freshservice
Level<br>_(applicable if Leaderboard is enabled)_	The level reached by the agent in the Arcade module	Beginner<br>Intermediate<br>Professional<br>Expert<br>Master<br>Guru