PSA Data Import guide
Import HaloPSA data: users, tickets and templates
Choose HaloPSA spreadsheet imports or a named migration. Prepare customer, site, user and ticket data, then check matches and import results.
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Choose the official import route
Start with Halo’s named migration modules when your source is supported. Its Autotask importer reads companies/locations, contacts, employees, products, service catalogue, billing codes, agreements and tickets through an Autotask API user.
Import customers, sites and users with matching identifiers
Follow Halo's Client, Sites & Users spreadsheet guide. Under Configuration > Users > General Settings, choose the unique identifiers used to match clients, sites and users. Site matching also considers its client. Include those identifiers in the file so existing records can match rather than become duplicates.
Download Samples supplies the example spreadsheets. Use Clients and Sites or Users as appropriate, populate the IMPORT DATA sheet and preserve its column headings. Use one row per site when a client has several sites. Upload through Import Customers & Sites or Import Users, review the preview, select the intended rows and start the import.
Confirm that each user appears under the correct customer and site. Customer/client is the business record; a site locates related people and work; user records and technician agents have different roles. Use the labels and sample fields shown by your HaloPSA tenant.
Import tickets before their actions
Halo's Ticket/Action spreadsheet guide places both imports under Configuration > Tickets > General Settings. Download the Tickets and Actions samples from the importer. Populate their IMPORT DATA sheets without changing the supplied headings, upload and review the selected rows.
The ticket spreadsheet creates tickets. Import the parent tickets before actions and preserve the identifiers needed to attach each action to its ticket. Check the results before retrying. Sample a conversation with an internal action and original author/date information; creation success alone does not establish a complete historical transfer.
Choose the correct item or product template
Use the entity-specific samples in Halo's Importing Data guide. Match source product fields to the destination item or service entity deliberately. Record names, identifiers and the relevant commercial fields from that sample; retain unmapped values in the source archive. Product transfer through a named Autotask migration is a separate route from uploading an item spreadsheet.
Find data-import templates
Download samples from the selected entity's import screen and check them against the current HaloPSA tenant. Data-import spreadsheets are distinct from reusable ticket templates, PDF layouts or configuration packages. Keep a pristine sample and a separate populated working copy for each entity.
Will a Halo spreadsheet update existing records?
The answer depends on the entity and matching identifiers. Clients, sites and users have documented matching settings. The ticket spreadsheet creates new tickets, and its actions depend on parent tickets. Review the selected entity's rules before uploading a correction or repeating a batch.
Map the destination structure
Define a client/site/user mapping before importing historical work. Confirm the destination agent for inactive employees, ticket type, status and priority, and how legacy IDs remain searchable. Treat contact email addresses as mapping inputs that need review when companies share a domain.
Run a representative pilot
Include a multi-site client, a closed ticket, an internal action, a time entry and an attached document. Compare the ticket’s business meaning as well as row counts. Keep separate decisions for billing records, knowledge-base content and files.
Import tickets, actions and other entities from spreadsheets
Halo’s Importing Data guide covers more than customers: tickets, actions, client and supplier contracts, items, users and knowledge articles have their own import routes. Download samples from the relevant Configuration import screen or the guide’s portal attachments. Prepare custom-field headers and matching identifiers for the selected entity.
Select the rows to import, start the job, and inspect each Result entry. Retain failures with their source identifiers. The guide excludes tickets, actions, contracts and knowledge articles from its general existing-record update rule. A successful creation import is therefore a separate test from updating an existing record.
Evaluate the named Freshdesk migration
Halo also publishes a Freshdesk Migration guide. It describes people and ticket mapping, attachments and author-ID preparation. Confirm the module in your HaloPSA version before scheduling a transfer, because this is a shared Halo guide.
Previously imported tickets match by Freshdesk ID. The documented re-import updates Ticket Type, Agent, Team and Tags; agree separately how later conversations and files will be handled. Pair this route with the Freshdesk export guide.
Official documentation
Autotask Migration. Customers and Importing/Migrating Data.
Plan the complete move
Pair this destination workflow with the source export pillar and PSA migration checklist.
Keep source history within reach
Keep your original source history within reach while preparing destination data. Join the waitlist for invitation-only BackupPSA access.