PSA Data Import guide
Import Autotask data with CSV templates
Prepare Autotask CSV imports with entity templates, required fields and matching rules. Check ticket dates, note privacy and failed rows.
On this page
Choose the official import route
Autotask provides entity-specific CSV imports for organizations, contacts, locations, resources, tickets, ticket notes/time entries, products, services and knowledge-base articles.
Prepare the native template
Download the relevant template in your instance. Keep its headers and required columns, create user-defined fields before downloading again, and keep each file within 5 MB. Match lookup values to existing Autotask records. Ticket matching uses Ticket Number; note and time-entry matching use additional identity and date fields.
Validate and correct a batch
Review Import History and its exceptions CSV. Correct failed rows before retrying. Record the selected match/update behavior and workflow-notification settings. Workflows can still perform other actions when notification mail is suppressed.
Plan the recovery point
Batch deletion applies to newly created records where permissions and relationships permit. Preserve a pre-import export before updating existing information; updated values need their own recovery plan.
Keep ticket numbers and creation dates distinct
The Ticket import template matches existing records by Autotask Ticket Number. Store the old platform’s identifier in External (Legacy) Ticket ID. Creation date/time cannot be updated: clear that column when editing an exported import-template file for re-import. Use the tenant’s date and time formats. Prepare the appropriate Service Desk administration permission and valid lookup values before uploading.
Preserve note privacy and time-entry meaning
The Ticket Note and Ticket Time Entry template defines author/resource and date fields separately for notes and time entries. Summary Notes and Internal Notes have different visibility; populating both can create two linked notes. Each text field is truncated at 8,000 characters, so retain longer originals in the source archive.
Test author defaults, billable/posted treatment and contract/work-type inheritance against representative records. A parent ticket’s successful import does not validate those child records.
Moving from ConnectWise or Kaseya BMS
Autotask’s vendor-assisted route has a separate pre-implementation checklist. Prepare source credentials, destination access, allowlisting where needed, and the subscription end date before agreeing cutover. ConnectWise requires a client ID, base URL, company ID and API keys. Preserve finance and configuration items excluded by the service in a separate archive; see the ConnectWise export guide.
For BMS, review the current upgrade scope and BMS exports. Keep ticket attachments and custom fields in the archive plan; items labelled coming soon need a separate confirmed delivery scope.
Official documentation
Importing or updating data. Billing.
Plan the complete move
Pair this destination workflow with the source export pillar and PSA migration checklist.
Download the right template for each record type
Use Admin > Admin Categories > Features & Settings > Application-Wide (Shared) Features > Downloads, or the selected entity's Import page. The official import overview links each entity to its field instructions. Create needed user-defined fields before downloading again. Preserve CSV format and required headers; Excel is an editing tool, not a reason to change the import file type.
Check ticket prerequisites before uploading
Use the Ticket import field specification with your downloaded template:
| Check | Preparation |
|---|---|
| Required fields | Complete every field marked required in the current specification |
| Lookup values | Resolve the destination organization, people and classification values first |
| Identity | Keep Autotask Ticket Number distinct from External (Legacy) Ticket ID |
| Dates | Use the tenant format and respect creation-date update restrictions |
| Dependent records | Prepare notes and time entries against the correct destination tickets |
Scope contracts separately from services
The reviewed native CSV entity list includes services; that does not establish a contract importer. Choose a documented contract migration or implementation service and agree its objects, identifiers and financial scope before preparing contract files. Validate services and their contract relationships separately from importing the contract record itself.
Keep source history within reach
Keep your original source history within reach while preparing destination data. Join the waitlist for invitation-only BackupPSA access.