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The Zendesk Excel Add-In is a powerful tool that allows you to connect with live Zendesk customer support management data, directly from Microsoft Excel.

Use Excel to read, write, and update Tickets, Groups, Users, Schedules, etc. Perfect for mass imports / exports / updates, data cleansing & de-duplication, Excel based data analysis, and more!

How to update Zendesk from Excel

This article explains how to transfer data from Excel to Zendesk using the Excel Add-In for Zendesk.

The CData Excel Add-In for Zendesk enables you to edit and save Zendesk data directly from Excel. This article explains how to transfer data from Excel to Zendesk. This technique is useful if you want to work on Zendesk data in Excel and update changes, or if you have a whole spreadsheet you want to import into Zendesk. In this example, you will use the Tickets table; however, the same process will work for any table that can be retrieved by the CData Excel Add-In.

Establish a Connection

If you have not already done so, create a new Zendesk connection by clicking From Zendesk on the ribbon.

Connecting to Zendesk

To connect, set the URL and provide authentication. The URL is your Zendesk Support URL: https://{subdomain}

Authenticating to Zendesk

You can authenticate using the Basic or OAuth methods.

Using Basic Authentication

To use Basic authentication, specify your email address and password or your email address and an API token. Set User to your email address and follow the steps below to provide the Password or ApiToken.

  • Enable password access in the Zendesk Support admin interface at Admin > Channels > API.
  • Manage API tokens in the Zendesk Support Admin interface at Admin > Channels > API. More than one token can be active at the same time. Deleting a token deactivates it permanently.

Using OAuth Authentication

See the Getting Started guide in the CData driver documentation for an authentication guide.

Retrieve Data from Zendesk

To insert data into Zendesk, you will first need to retrieve data from the Zendesk table you want to add to. This links the Excel spreadsheet to the Zendesk table selected: After you retrieve data, any changes you make to the data are highlighted in red.

  1. Click the From Zendesk button on the CData ribbon. The Data Selection wizard is displayed.
  2. In the Table or View menu, select the Tickets table.
  3. In the Maximum Rows menu, select the number of rows you want to retrieve. If you want to insert rows, you need to retrieve only one row. The Query box will then display the SQL query that corresponds to your request.
  4. In the Sheet Name box, enter the name for the sheet that will be populated. By default the add-in will create a new sheet with the name of the table.

Insert Rows to Zendesk

After retrieving data, you can add data from an existing spreadsheet in Excel.

  1. In a cell after the last row, enter a formula referencing the corresponding cell from the other spreadsheet; for example, =MyTicketsSheetInExcel!A1.
  2. After using a formula to reference the cells you want to add to Zendesk, select the cells that you are inserting data into and drag the formula down as far as needed. The referenced values you want to add will be displayed on the Tickets sheet.
  3. Highlight the rows you want to insert and click the Update Rows button.

As each row is inserted, the Id value will appear in the Id column and the row's text will change to black, indicating that the record has been inserted.