The Universal Importer isn't just for migration day. It's a bulk-update tool you can use anytime.

Common Use Cases

• Update 500 customer tags from a spreadsheet
• Fix a batch of wrong ticket priorities
• Add phone numbers exported from your CRM
• Sync ticket data from an external system on a schedule
• Bulk-update article categories

How Matching Works

Pick a match key so the importer can find existing records:

• Email: best for customers
• Prefixed ID: match tickets by their tkt_* ID, customers by cus_*, articles by art_*
• External ID: match by an ID from another system
• Slug: match articles by URL slug
• Custom Field: match on any custom field value

Merge Strategies

For each mapped field, choose what happens when a record matches:

• Always Update: import data overwrites existing values
• Update if Empty: only fills in blanks
• Never Update: skips that field on matched records
• Append: adds to arrays (useful for tags)
• Append with Newline: adds text with a line break separator
• Merge Object: deep-merges JSON object fields (advanced; useful for custom fields)

The Preview Step

Before anything changes, the preview shows:

• New records (will be created)
• Matched records (will be updated)
• Exactly which fields will change
• Skipped records

Nothing touches your data until you confirm.

The Export-Edit-Import Loop

Export from Settings → Team → Export, open the file in a spreadsheet, make your changes, then re-import with Always Update for changed fields and Never Update for everything else. Spreadsheet-level bulk editing with merge protection built in.