User Import Overview

Migrating from another help desk? Import in this order so records link up correctly: Users (this article), then Assets, Tickets, and Knowledge base articles.

Before you start

  • File must be .csv, encoded as UTF-8
  • Up to 3,000 users per import
  • Any custom user fields must already exist in your account
  • Updating existing users? Export your user list first and edit that file — see Bulk offboarding below

How to import

  1. Click the waffle icon
  2. Select Account administration
  3. Go to Help desk > Import data > User import and click Import
  4. Choose your CSV file and click Next
  5. Mojo shows how many records it found. Optionally tick Notify new users (sends welcome emails) or Update existing users (applies changes to people already in your account)
  6. Review the column mapping and adjust it if needed
  7. Click Import

CSV fields

Field Notes
First Name / Middle Name / Last Name
Email Required. Rows without one won't import. Users are matched by email
Active? Suspends or reactivates the user. Leave blank to keep their current status
Password Minimum 6 characters, or leave blank to auto-generate
Group A new value creates the group. Users with no group go to Individuals
Address, Work / Cell / Home / Fax Phone
User Notes, Helpdesk Notes

Column headers should match these labels. Matching is case-insensitive and ignores spaces, punctuation and symbols.

Suspending or reactivating users in bulk

The Active? column lets you suspend or reactivate users as part of an import instead of changing each person by hand — the fastest way to offboard a batch of former employees.

Accepted values (not case sensitive, extra spaces ignored):

To… Use any of
Keep active / reactivate true, t, yes, y, 1, active, enabled
Suspend false, f, no, n, 0, inactive, suspended, disabled

Leave the cell blank to make no change. A blank Active? cell — or not mapping the column — leaves that user's status exactly as it is. Only rows with a value are affected.

To change the status of users who already exist, you must tick "Update existing users." Without it, existing users are skipped entirely and nothing changes.

If a cell contains something Mojo can't read (for example maybe), that row is reported as an error in your import results email and isn't imported at all — no other column from that row is applied either. Fix the value and re-import that row.

When a user is suspended they can no longer sign in, and their queue notification and knowledge base topic subscriptions are cleared, so they stop receiving help desk email. If they're an agent, their seat is freed.

Rows that will be rejected:

  • Suspending the account owner — the owner must stay active at all times
  • Reactivating an agent when your plan has no free seat — free or add one, then re-import

Both appear as per-row errors in the import results email; the rest of the file still imports.

Bulk offboarding: export, edit, re-import

  1. Export your users (Account administration > Help desk > Export data). The export includes an Active? column.
  2. Set Active? to false for the people you want to suspend. Leave everyone else's cell alone.
  3. Import the file back, ticking Update existing users.

The export's Active? header and its true / false values match the import exactly, so an exported file re-imports without renaming or reformatting anything.

About the export file: users are matched by Email, not the Id column — don't change email addresses. The export also has Role and Group Access? columns, which are not importable; editing them has no effect. Change roles and queue access from the user's profile.