Import
Import conversations from Zendesk, Intercom, or your CSV.
Import and export
The Import / Export page brings existing data into Productlane and downloads your data back out. Imports cover conversations, contacts, changelog entries, and help center docs. Exports produce CSV files, plus a Markdown archive for docs.
Where to find it
Settings > Workspace > Import / Export.
A "How it works" button in the header opens the related help article. All imports are disabled once a trial has ended; each import route shows a notice to upgrade in that case.
Import sources
The Import section lists four data types, each with one or more source buttons.
Conversations
Threads, messages, and replies. Two sources:
CSV: opens the CSV import wizard for conversations.
Zendesk: opens the Zendesk import (requires the Pro plan or higher).
Contacts
People and companies. One source:
CSV: opens the contacts CSV import wizard.
Changelog
Release notes and entries. One source:
CSV: opens the changelog CSV import wizard.
Docs
Help center articles. Two sources:
CSV: opens the docs CSV import wizard.
Markdown: opens the Markdown import for docs.
Import wizards and formats
Conversations CSV
A step-by-step wizard: upload the CSV, tell it whether the file has a header row, then map columns for the contact email, contact name, and the created-at date, choose which column holds the message text, and set whether the imported threads are marked as processed. It parses the file in the browser and imports the rows as notes. When done, it confirms "Notes successfully imported" and offers to upload another file.
Conversations from Zendesk (Pro)
Connect with your Zendesk API URL, a Zendesk API token, and your Zendesk email. The flow validates the credentials first, then shows import options:
Days back: how many days of data to sync from today. Use 0 to sync all Zendesk data (maximum 1826 days, which is 5 years).
Import attachments: a toggle to include file attachments from tickets and comments. Off by default; it makes the import take longer.
Status mapping: map Zendesk's New, Open, Closed, and Solved ticket statuses to Productlane statuses (New, Done, or Close loop).
The import migrates tickets, contacts, tags, and attachments, and runs in the background. Productlane does not store your Zendesk token or the imported source data beyond the import itself.
Contacts CSV
A wizard: upload the CSV, confirm the header row, then map columns for the contact email and contact name, an optional image URL, and an optional subscribed flag. A preview dialog validates the mapping before importing. On success it confirms "Contacts successfully imported".
Changelog CSV
A wizard: upload the CSV, confirm the header row, then map columns for the title, an optional description, and an optional image, choose the date column, and set whether entries are published. On success it confirms "Changelogs successfully imported".
Docs CSV
A wizard: upload the CSV, confirm the header row, then map columns for the title, content, an optional summary, an optional image, and an optional group, and set whether the articles are published. On success it confirms "Articles successfully imported".
Docs Markdown
Upload Markdown files to import them as help center articles. On success the articles appear in your help center.
Additional import routes
These imports are reachable by direct link but are not shown as buttons on the Import / Export page:
Productboard import (Pro): connect with a Productboard API key. It runs a dry run first, reporting users without an email and companies without a domain (both are skipped), and how many features, components, and products will be imported as tags and how many notes will be imported. Then run the full import. Productlane does not store the API key.
Attachment import (Linear): a quick import for teams using Linear's Intercom, Zendesk, or Front integrations. Toggle which sources to include, optionally include attachments from already-processed issues, and start the import to pull issue attachments into your insight repository.
Export options
The Export section has one "Export" dropdown button that downloads each data type on demand:
Conversations: downloads a CSV (feedback-export-[date].csv).
Contacts: downloads a CSV (contacts-export-[date].csv).
Changelog: downloads a CSV (changelogs-export-[date].csv).
Docs (CSV): downloads a CSV (docs-export-[date].csv).
Docs (Markdown): downloads a ZIP archive of Markdown files, one per article.
Each export runs when you pick it from the menu, and the button shows a loading state while any export is running.
How to import a CSV
Open Settings > Workspace > Import / Export.
In the Import section, find the data type (Conversations, Contacts, Changelog, or Docs) and click CSV.
Upload your CSV file.
Confirm whether the file has a header row.
Map the requested columns for that data type and step through the wizard.
Review the preview and finish. A confirmation appears when the import completes.
How to export your data
Open Settings > Workspace > Import / Export.
In the Export section, click Export.
Choose Conversations, Contacts, Changelog, Docs (CSV), or Docs (Markdown).
The file downloads to your device (CSV, or a ZIP of Markdown files for Docs Markdown).
Notes
All imports require an active plan or trial; they are disabled after a trial ends.
Zendesk and Productboard imports require the Pro plan or higher.
Zendesk and Productboard credentials are used only for the import and are not stored.
Large imports (for example Zendesk) run in the background, and imported data may take a little time to appear.
Docs Markdown export is the only export that produces a ZIP; all other exports are single CSV files.
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