It sounds like you are either trying to import an incorrect or older template into your current help desk, or the TSV file has some incorrect values/layout to be imported.
You should download the v12.5.2 template and transfer the data to it before the import, and if the issue still occurs, use CSV instead of TSV... it's a lot more reliable when going back and forth.
Thanks for responding!
That sounds like you will have to do that for each ticket? I will have to download the template, fill out the fields and then import ticket - is that correct?
Apologies for the newbie Questions. Fairly new to this product
Hey fluffy midnight
I just managed to import a ticket! opened it on excel saved as CSV made sure the format is correct and it worked! Now Imma try to import multiple tickets see if this will work or if its possible lol
Appreciate your help!