Import from a file
Import conversations, customers or saved replies from any helpdesk's CSV or JSON export — Zendesk, Freshdesk, Gorgias, LiveChat or a spreadsheet.
On this page
If your old helpdesk can export your data, Kognit can import it. Use this for Zendesk, Freshdesk, Help Scout, Intercom, Text's HelpDesk, a spreadsheet, or anything else.
Steps
- Export from your old tool as CSV (or JSON).
- In Kognit, open Settings → Import & export → From a file.
- Choose what the file contains: Conversations, Customers or Saved replies.
- Click Choose file and pick the export. Kognit reads it in your browser, imports it and tells you how many records arrived.
Big files are sent in chunks automatically, so there's no size to worry about.
How to lay out the file
Kognit matches columns by their name, so most exports work as they are. The first row must be the column names.
Conversations: one row per message. Rows with the same ticket or conversation ID become one conversation.
| Kognit reads | Column names it recognises |
|---|---|
| Which conversation | ticket id, conversation id, chat id, thread id |
| Who wrote it | from, sender, author type, from agent (true = your team) |
| The message | message, body, body_text, text, content |
| Customer | email / customer email, name / customer name |
| Also | subject, date / created_at, status, tags, channel |
A row whose sender says agent, staff, operator, support or team counts as your team; anything else is the customer. Without a conversation ID, rows with the same email and subject are grouped together.
Customers: name, email, phone.
Saved replies: title (or name) and text (or message / body).
Example
ticket id,customer email,customer name,subject,from,message,date
1001,ana@example.com,Ana,Where is my order?,customer,Hi! Where is my order?,2026-03-01
1001,,,,agent,It shipped today. Here's the tracking link.,2026-03-01Good to know
- Imported conversations are history: they don't set off automations, CSAT surveys or SLA timers.
- Customers merge with existing ones by email; existing details are never overwritten.
- Importing the same file again doesn't create duplicates.
- A Kognit export file (Export your data) imports back as it is.
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