Export and Import
Everything in your workspace is yours to take, and history from your last help desk can come with you. Both live at Settings → Data & migration (/admin/settings/data), and both are available on every plan, including the free Starter tier.
Only the Owner and Admins can see this screen. Agents cannot export a workspace.
1. Downloading a Backup
Press Download backup and you get a single .zip containing one CSV per dataset:
| File | What it holds |
|---|---|
tickets.csv | Every ticket, with status, priority, type, category, group, requester, assignee and dates |
messages.csv | Every message on every ticket, including internal notes |
attachments.csv | An index of attachments — filename, size, type and which ticket they belong to |
knowledge-base.csv | Every Knowledge Base article, published or draft |
members.csv | Everyone in the workspace and their role |
groups.csv and group-members.csv | Your teams and who is in each one |
You can also download one dataset at a time from the row underneath, which is usually what you want if you are building a report rather than taking a backup. Each button shows its current row count.
The download streams, so a large workspace does not time out — but it also means your browser shows no progress bar until it finishes. Leave the tab open.
Every export is written to your workspace's audit log with who ran it and when.
2. Importing Tickets from Another Help Desk
Export your tickets from Freshdesk, Zendesk or a spreadsheet as CSV, choose the file, and press Preview.
Nothing is written until you press Import. The preview reads the whole file, tells you which columns it recognised, which it is ignoring, and lists every row that needs fixing with its line number. If any row still has an error, the import is refused rather than writing the good half — fix the file and preview it again.
Columns
Only Title is required. QueueDesk matches columns by name and already knows what Freshdesk and Zendesk call things, so a straight export from either usually maps without renaming anything:
| QueueDesk field | Headers it recognises |
|---|---|
| Title | Title, Subject, Summary, Short description |
| Description | Description, Body, Details, First message |
| Status | Status, State |
| Priority | Priority, Severity |
| Type | Type, Ticket Type, Request Type |
| Group | Group, Team, Department, Assignment Group, Queue |
| Requester | Requester Email, Contact Email, Customer Email, Email |
| Assignee | Assignee, Agent, Assigned to, Owner |
| Dates | Created at / Created Time, Resolved at / Solved at / Closed at |
| Source ID | ID, Ticket ID, Reference, Case Number |
Your own QueueDesk backup imports back in too, so you can export, edit in a spreadsheet, and bring it back. One exception: rows for merged tickets are refused, because merging is the only thing that may set that status. Delete those rows, or set them to Closed.
Anything else in the file is listed as an ignored column. Statuses and priorities from other tools are translated — New becomes Open, Pending and Waiting on Customer become On Hold, Solved becomes Resolved, and Urgent or Critical become High, since QueueDesk has three priority levels.
What the preview will stop you on
- •A group name that does not exist in your workspace. Create the group first, or clear the column.
- •An assignee who is not a member. Invite them first, or clear the column.
- •A date it cannot read. Use ISO format (
2024-03-11).
- •A status, priority or type it does not recognise, or a merged ticket.
None of these are guessed at or quietly defaulted, because an import that reports success and is wrong is worse than one that stops.
What happens to imported tickets
- •Nobody is emailed. No confirmations to requesters, no notifications to agents. Importing two years of closed tickets should not send two years of email.
- •QueAssist does not run on them, and they cost no AI actions.
- •Ticket numbers are new, allocated by your workspace's own numbering rules. Your old reference is kept on the ticket so you can still search for it.
- •Requesters who are not in your workspace are added as external contacts. They get no invite and cannot sign in.
- •The channel is
Imported, so imported history is easy to tell apart from tickets people actually raised.
- •Rows with no status are treated as closed, on the assumption that a migration is mostly history.
Limits and re-running
A file can be up to 4 MB and 5,000 rows. Split anything larger and run the imports one after another.
Re-running the same file is safe: QueueDesk remembers the source ID of everything it imported and skips it, so a half-finished import is fixed by simply importing the same file again. The preview tells you how many rows it will skip for this reason before you commit.