Navigate to Import/Export in the settings to quickly import your CSV files of existing customer messages into Productlane, or use one of the available import tools.

Importing data from Zendesk

Easily migrate your Zendesk tickets, contacts, tags, and attachments into Productlane with just a few steps.

1. Prepare Your Zendesk Credentials
   
   To get started, you'll need three things:

   • Zendesk API URL – usually looks like:
     https://your-domain.zendesk.com/api/v2/

   • Zendesk Token – generated in your Zendesk admin settings

   • Zendesk Email – the email associated with your Zendesk admin account

   Note: We do not store your token or any data used for the import. It is used only during the import session.

2. Validate Your Credentials
   
   Once you've entered the API URL, token, and email:

   • We’ll validate your access by performing a dry run.

   • This helps detect missing or incompatible data and ensures the import can proceed smoothly.

3. Start the Import

   After validation, you can begin the import process. This will:

   • Transfer tickets, contacts, tags, and attachments to Productlane.

   • Automatically map Zendesk ticket statuses:

     • New → New

     • Solved / Closed → Close loop

     • Open → Processed

     • Other statuses → Processed

Depending on the amount of data, the import process may take some time. Once the import is complete, some data might not appear immediately due to caching. Please allow a few moments for everything to load properly.

CSV import

You can import any customer conversations into Productlane using a CSV file. This is helpful if you're migrating from another tool or working with exported data.

1. Upload Your File
   
   Start by uploading a .csv file containing your notes. The file should be properly formatted, ideally with column headers in the first row.

   Make sure your file uses commas as separators and includes the necessary columns (e.g. conversation text, contact email, created date, etc.)

2. Review File Structure
   
   After upload, you’ll be able to preview the file and specify whether:

   • The first row contains headers (recommended), or

   • The file has no headers

3. Map contact
   
   Select the column that contains the contact's email address and name.
   If there are no contacts, you can skip this step, but note that the imported threads won’t be associated with any user.

4. Map created date

   Choose the column containing the createdAt timestamp.
   This helps maintain the original timeline of your notes.

5. Map note text
   
   Select the column that contains the conversation.
   This is a required step - otherwise, the note content will not be imported.

6. Choose state

   You can choose to mark all imported notes as processed during import.
   If left unchecked, imported notes will be treated as newly received.

7. Final Preview and Cleanup

   You’ll see a final preview of the notes to be imported.

   This allows you to:

   • Double-check the data

   • Remove any entries you don’t want to import

   • Review which entries have missing contact information (e.g. No contact)

   Notes without a valid contact will still be imported, but they won’t be linked to any user.

Importing data from Productboard

To import your data from Productboard, follow these steps:

1. Generate a Productboard API Key
   
   To begin, you’ll need to create an API key in your Productboard account. This key is used to securely access your data during the import process.

   Your API key is never stored in our system. It is used only during the import session.

2. Validate Your API Key
   
   Once you’ve entered your API key, click Validate. This step will perform a dry run of the import process:

   • It checks if the API key is correct and has the necessary permissions.

   • It identifies any missing or incompatible data fields before the import begins.

   This allows you to fix any issues ahead of time and ensures a smooth import experience.
   
   

Suggest an Import source

Need to import data from another tool?
Let us know! We're constantly improving our import options.

You can suggest a new importer via our roadmap or by contacting us directly at [email protected].