Import Users into UseResponse

This article would help you understand how to import your users from your web application, CRM or other 3rd party system.

When you get started with UseResponse and want to get users on board with support system, use importing feature that is located on Users page inside Agents interface.

Importing could be done with the help of CSV file and limited to 500 records at once. When you add users that way, your users won't get registration email account, but all their requests would be assigned to their profiles. The same would be done with accounts when they login with integrated Single Sign-On in your application.


If you import users and some of them are already in the database, then all their infromation would be updated


Associating Custom Fields When Importing

By default, you would need to have email and full name in CSV with , delimiter. But you can change the delimiter that you use in CSV.

If want to pass extended profile information, you would need to create custom fields first for users that could be done in Administration » Fields & Properties » Users.

Give the names of the fields the same as they would be in CSV file. For example, you need to import "Customer Type" information from your CRM to UseResponse. Make sure that both CSV file and UseResponse have "Custom Type" as name of the field for matching.

Troubleshooting Imports

System accepts only user custom fields with "select" and string/text/numbers options, so if there is a mismatch in values that user has in the file and database, the value won't be added to User profile while importing. 

Example: You have Country added as select option in UseResponse for user account with 3 options: Germany, USA, Russia. When you try to import your data from CSV and if you would have Italy as a value, it won't be added into the database.

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