How to Import Tickets to Smart Support from Other Helpdesk Systems
The Smart Support – Importer makes it easy to migrate tickets from other popular helpdesk and ticketing systems into Smart Support. This guide walks you through the step-by-step import process, including file formats, configuration options, and examples.
Accessing the Importer
- Log in to your WordPress Admin Dashboard
- Go to Dashboard > Smart Support > Importer
- You’ll see the Importer interface where all migrations are managed
Step-by-Step Import Process
Step 1: Select Source System
- Choose the helpdesk system you’re migrating from (e.g., Zendesk, Awesome Support, Fluent Support, SupportCandy, Heroic Inbox, KB Support).
- This determines how fields will be mapped automatically.
Step 2: Upload File
- Click Browse or drag-and-drop your export file.
- Supported formats: CSV, JSON, XML
- Maximum file size: 10MB (can be increased via configuration).
Step 3: Configure Import Options
Choose from the following options:
- Create Missing Users – Automatically create WordPress users for ticket customers.
- Preserve Original Dates – Keep original ticket creation/update timestamps.
- Auto-assign Agents – Automatically assign available agents to tickets.
Step 4: Validate File
- Click Validate File before importing.
- The importer checks file format, structure, and required fields.
- If errors appear, fix them in the source file and re-upload.
Step 5: Start Import
- Click Start Import to begin migration.
- A progress bar shows the import status.
- When complete, review the summary and any error logs.
File Format Requirements
CSV Files
- First row must contain headers
- Required fields:
title/subject,content/description,customer_email - Optional fields:
status,priority,created_at,updated_at
JSON Files
- Must contain an array of ticket objects
- Each object should include ticket data
- Field names should match source system fields
XML Files
- Root element must contain multiple
<ticket>elements - Each
<ticket>must include ticket details - Field names should match source system
Field Mapping Reference
The importer automatically maps fields across systems. Example:
| Source System | Title Field | Content Field | Email Field |
|---|---|---|---|
| Zendesk | subject | description | requester_email |
| Awesome Support | post_title | post_content | ticket_email |
| Fluent Support | title | content | customer_email |
| SupportCandy | subject | description | customer_email |
| Heroic Inbox | subject | message | sender_email |
| KB Support | title | content | user_email |