In addition to adding requesters manually, you could also import all of your existing contacts from your previous setup or application. All you need to do is an export of your contacts into a CSV file as a list and upload it into Freshservice.

Before you begin, please ensure that your file complies with the following requirements:

1. The file must be in the form of a properly formatted CSV file. Other formats aren’t supported.

2. The first row of the file must contain the header, preferably with field names similar to the ones inside your contacts (Name, Email, Job Title, Description, etc.).

A quick guide to importing your requesters into Freshservice:

  • Go to Admin> User management > Requesters. If your account has more than one workspace, navigate to  Admin> Global Settings > User management > Requesters. Click on the Import link and select Import from CSV.

  • On the next page, click on Choose file and select the CSV file. Read the instructions displayed on the page and click Import.

  • On the next page, map the fields in the CSV with the corresponding requester fields in Freshservice, and click Import

[Image highlights the field mapping between the fields in the CSV and Freshservice. For instance, the 'active' field denotes whether the requester profile is currently activated or deactivated] 

Once done, you will be able to view the new requesters in the list by going to Admin> User management > Requesters. If your account has more than one workspace, navigate to  Admin> Global Settings > User management > Requesters.  They will also be available across Freshservice whenever you raise a ticket. This import feature also allows for bulk updates to be made to existing requester profiles. 

Note: While Importing, Please use an E-mail address for the field "Reporting Manager". This field won't get imported, if you are going to use "Names".

Also, kindly ensure that you are adding all the locations in Admin->Locations before importing. The value for this field will be left blank if the locations are not added in the Admin->Locations.