You can import up to 3000 tickets at a time. Importing tickets will always create new tickets with new ticket id's. You are able to import from a CSV (comma separated values) file. Make sure the CSV file is encoded with UTF-8, to avoid any encoding errors.
This ticket information will import:
Legacy ID (not shown on ticket)
Custom fields (must first be enabled on the ticket form)
When importing tickets, you will need to map the columns from your CSV file with ticket's fields. One of the fields would be the asset. If that field is mapped, during the import the system will look in different asset fields in the order listed below to find the association. If a certain field is blank, then it will try the next one:
Legacy Reference Number (asset)
If an asset is found, it will be associated with the imported ticket.