Update cases and users in bulk

An import changes many cases or people at once from a spreadsheet saved as a CSV file: close cases, move them to a stageStage A step a case moves through, such as Intake or Demand sent, which the firm names and describes and which shows on the case page., disable people, or take people off cases.

1. 1

   Choose the change

   Each import type makes one kind of change:

   • Modify cases changes cases: their title, description, status, date opened, case typeCase type A category for cases, such as general, used to aim automations at the right cases. or stage.
   • Modify users changes people's details in your hub, and can disable them or enable them again.
   • Remove users assigned to cases takes people off cases.
2. 2

   Prepare the file

   In the first row, name the columns. Each row after it is one change:

   • Modify cases: case_id, the case's Tag IDTag ID A permanent label you give a case, such as rear-end-2026, also shown as Reference ID and used in imports. or case ID, then a column for each detail to change. case_status set to 0 closes a case and 1 reopens it. case_stage moves it to a stage, by its Stage ID from Settings › Stages.
   • Modify users: user_id, their Reference ID or user ID from Edit User, then a column for each detail to change, such as family_name. host_user_status set to 0 disables someone and 1 enables them again.
   • Remove users assigned to cases: case_id and user_id.

   A blank cell leaves that detail as it is, so an import can't clear anything. Look up the columns each import needs lists every column. Save the file as CSV UTF-8.

3. 3

   Start the import

   In Integration › Imports, choose NEW and pick the type under Import Type. Type an Import Name, or leave it blank to use the file's name. Drag the file onto Upload File, or choose Browse file, and choose Create Import.

4. 4

   Check the result

   When every row has worked, the import reads Completed, and Stats shows how many rows were imported out of how many were in the file. If any failed, it reads Partly failed, with Stats counting what succeeded and failed, or Failed. Choose View Import to see why, and see Fix an import with failed rows.

What happens next

• Modify cases. Nobody is told about the changes. A closed case is closed as if you'd done it by hand; see Close or reopen a case. A case moved into a stage adds that stage's milestone post, unless it was closed before the import; see Add a post automatically when a case reaches a stage.
• Modify users. Someone disabled can no longer open your hub, and is told by email, or by text, that their access was disabled; enabling them tells them it's restored. They stay on their cases. A language or time zone you change here doesn't change what they receive: their own settings do. Admins can't be changed by an import.
• Remove users assigned to cases. They no longer see the case, and nobody is told, though they're sent a cancellation for each upcoming event on it, answered or not. They're taken off anything on it they haven't answered, and their posts, comments and answers stay; see Remove someone from a case.

If something goes wrong

• A Modify users row fails with "Unknown field." It has a column Modify users doesn't take, such as email, phone or host_user_type. Remove the column.
• "Host user type is not allowed." The row names an Admin, whom an import can't change.
• "This person isn't on the case." A Remove users assigned to cases row names someone who isn't on that case, so there's nothing to remove.