Narrative 13: Import - Data mapping

Narrative 13: Import - Data mapping

Behind the scenes of a successful ticketing system: BTS Series

Narrative 13: Importing your data


When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean and well-organized database, which is essential for effective data management and security.

Zoho Desk provides robust functionality for importing your data. The system intelligently automates the mapping of modules and fields to reduce the risk of data loss and maintain data integrity. Users have the advantage of verifying the field mappings in advance, thus adding an extra layer of security to the import process.

This capability is essential not only for clarity but also in mitigating the challenges associated with user adoption. For instance, clients can be accurately mapped to the "Contact name" field, while company names align with the "Account name" field to maintain an organized database, which helps ensure user trust in the system. 

Related knowledge base article: Importing data into Zoho Desk

Quote

Prerequisites

  1. Users can upload a .csv file or a .zip file containing multiple .csv files. 
  2. The .zip file must be named, for example, Contacts.zip, Accounts.zip, etc.

What are Identifier Fields?  

Identifier fields are fields used to find and match existing records when importing data into the product. They also help link related records, like connecting a contact’s name with their email address.

Each module supports different unique identifier fields for identification, as described in the table below:.  

Modules

Unique Identifier Fields

Accounts
​

Account ID

Account External ID

Account Name

Contacts

Contact ID

Contact External ID

Last Name

First Name

Email

Phone Number

Mobile

Tickets

Ticket ID

Ticket External ID

Ticket Number

Products

Product ID

Product External ID

Product Name

Tasks

TaskId

Task External ID

Calls

Call ID

Call External ID

Events

Event ID

Event External ID

Article Translation

Translation: External ID

Translation ID

Custom Modules

​

Record External ID

Custom Module Name

Quote

Points to remember: 

  1.  These fields help find matching records. 
  2.  If multiple records match the value, the first matching record will be selected automatically. 
  3. This can lead to unexpected matches or data being updated in the wrong record if you're not careful. 

Background:

  • Some users expressed a preference for matching Contacts by Last Name instead of Email, highlighting the importance of flexibility in their workflow. 
  • Other users approached matching through the use of a custom field, emphasizing the need for tailored solutions to fit their unique requirements. 
  • We also heard from many users who requested that the functionality be enhanced by updating existing records with the relevant entity's Zoho Desk ID to streamline their processes and improve data accuracy.

Working with the Identifier Field

When importing data into Zoho Desk, the Identifier Field is important because it helps identify existing records and avoid duplicate entries. 

Commonly used identifier fields

  • Find By is used to identify an existing record during the import process.
  • Map By is utilized to link a child record to a parent record, for instance, by linking a Contact to a Ticket.
You can now select specific fields for matching, providing enhanced control and customization during bulk processes or integrations. This functionality enables more precise data handling, ensuring that the information aligns with your specific requirements. By tailoring the matching criteria, you can streamline processes, enhance efficiency, and provide better outcomes for your team. This flexibility enables you to harness the full potential of your data.

Improvements in user experience 

Transparent process and status tracking 

We’ve implemented a straightforward, step-by-step process for data imports, complete with real-time status updates for each stage. This transparency enables users to monitor import progress and understand the current state of the process.

Unique identifiers for entity mapping 

New fields have been introduced to help users identify if a parent entity already exists when importing related child entities. For example, users can seamlessly map a contact to an existing account in Zoho Desk to streamline the import process while minimizing the risk of duplicate entries.

Enhanced error handling and log accessibility

We’ve made significant improvements in error handling by allowing users to download detailed error logs right from the history page in case of import failures. This enhancement provides users with greater insight into any issues and facilitates faster troubleshooting and resolution.

Support for custom modules

The import UI has been revamped to support custom modules, providing users with greater flexibility and customization options. This enables a more personalized and efficient data import experience.

Coming up soon

Custom unique fields

Identifying key data points, such as a Customer ID in the Contact Module, ensures that every customer has a distinct reference, which streamlines ticket management and resolution. By establishing these fields as identifiers, support agents can quickly access and update customer records, enhancing response times and accuracy.

External ID fields 

Integration with various systems often generates External ID fields, such as CRM ID, Invoice ID, and Bug ID. Utilizingthese fields as identifiers enables agents to cross-reference relevant records seamlessly. When records need to be updated or retrieved from different systems, these unique identifiers are crucial in maintaining data consistency across platforms.

Composite identifier fields

Often, relying solely on a single identifier may not be sufficient to pinpoint a customer accurately or a record.Implementing multiple fields as composite identifiers can enhance data integrity and accuracy. For example, considering both the Last Name and Email of a contact can significantly reduce errors in data retrieval and ensure that support inquiries are directed and resolved correctly.

Wrapping up

Using these features positions support teams to operate more effectively and improve overall customer interactions. For instance, a large corporation merging client data from multiple legacy systems into Zoho Desk modules will benefit significantly from automatic field mapping to ensure that contact and account names are accurately aligned. This attention to detail not only improves the user experience but also enhances overall data integrity during the merging process.


Please stay tuned for more in the Desk behind-the-scenes series.

 

Regards,

 

Kavya Rao

The Zoho Desk Team


    • Recent Topics

    • validation rules doesn't work in Blueprint when it is validated using function?

      I have tried to create a validation rule in the deal module. it works if I try to create a deal manually or if I try to update the empty field inside a deal. but when I try to update the field via the blueprint mandatory field, it seems the validation

    • Integrating Zoho Suite and apps more with Linux

      I just got introduced with Zoho just couple of months ago, and I've already planned to contribute to it, even though it's not an open-source software. Still I have found it's potential to beat the tech giants and still being respective towards data privacy

    • Multiple upload field CRM

      I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

    • Stage History previous stage to new stage

      We are looking for a way to display deals that have changed stages the previous week. We want to see what stage it was previously and what it was changed to, as well as salespersons names if possible. I've tried to create a report as well as looked into

    • Global Search Settings

      I'd love a way to remove some modules from being included in the global search. This would allow use to provide a better user experience, limiting the global search to only those modules that are regularly used removing any models used for background

    • How do I edit the Calendar Invite notifications for Interviews in Recruit?

      I'm setting up the Zoho Recruit Interview Calendar system but there's some notifications I don't have any control over. I've turned off all Workflows and Automations related to the Calendar Scheduling and it seems that it's the notification that is sent

    • Store Submitted Forms as PDF

      Hi there, Is there a method to store Form submissions as a PDF in workdrive for archival? I set the form to email the submission to the user and an internal inbox but I'd really love to store the final form as PDF in workdrive automatically. I can't seem

    • Zoho CRM || Unable to Bulk Assignment of Territories for Contacts

      Dear Zoho CRM Support Team, I hope this email finds you well. We recently performed a bulk upload of Contacts into Zoho CRM using the official sample Excel template downloaded from the CRM. The upload itself was completed successfully; however, we encountered

    • Separate Items & Services

      Hi, please separate items and services into different categories. Thank you

    • Scheduled sending of a poll and its results

      Is there a way to schedule sending a poll to all my users and have the results sent separately to the team?

    • How to list services on quote instead of products

      I need to create a customer facing estimate that displays our services. The default quote layout only allows products to be listed. Is there a way to correct this?

    • Customize Calendar view in Teamspaces Settings

      Right now every customization that happens inside of the calendar view inside of CRM is only visible for the specific user. We want to be able to set up calendar views as an admin for specific roles. I would suggest to do that inside of the settings of

    • CRM->INVENTORY, sync products as composite items

      We have a product team working in the CRM, as it’s more convenient than using Books or Inventory—especially with features like Blueprints being available. Once a product reaches a certain stage, it needs to become visible in Inventory. To achieve this,

    • Add an option to disable ZIA suggestions

      Currently, ZIA in Zoho Inventory automatically provides suggestions, such as sending order confirmation emails. However, there is no way to disable this feature. In our case, orders are automatically created by customers, and we’ve built a custom workflow

    • What's new in Zoho Sheet: Simplify data entry and collaboration

      Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementally

    • Zoho Desk API - Send Reply to CUSTOMERPORTAL

      Hello! I'll try to send a reply to Customer Portal, But the response is 500 (INTERNAL_SERVER_ERROR in service response). {"Error":"{\"errorCode\":\"INTERNAL_SERVER_ERROR\",\"message\":\"An internal server error occurred while performing this operation.\"}"}

    • Zoho Creator Developer Console | Improved Distribution and Lifecycle Management for apps

      Hello everyone, We're excited to introduce new enhancements now in the Zoho Creator Developer Console. These updates strengthen private app distribution through licensing controls and extend environment support across all installed apps, helping teams

    • CRM gets location smart with the all new Map View: visualize records, locate records within any radius, and more

      Hello all, We've introduced a new way to work with location data in Zoho CRM: the Map View. Instead of scrolling through endless lists, your records now appear as pins on a map. Built on top of the all-new address field and powered by Mappls (MapMyIndia),

    • WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent

      Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assigned

    • Zoho CRM for Everyone's NextGen UI Gets an Upgrade

      Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everything

    • [Webinar] Solving business challenges- Handling the challenge of transitioning to Zoho Writer from legacy tools

      Moving to Zoho Writer is a great way to consolidate your business tools and become more agile. With multiple accessibility modes, no-code automation, and extensive integration with business apps and content platforms, Zoho Writer helps solve your organization's

    • hide resolution from help centre

      to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not public

    • Feature Request - Gift Cards or Gift Voucher Capability in Zoho Commerce

      Hi Zoho Commerce team, I'm comming accross more and more retail businesses who sell gift cards. As there is currently no way to manage this in Zoho Commerce, it is a blocker to addoption. This is particularly popular in Europe and North America. I recently

    • Highlight a candidate who is "off limits"

      Hello: Is there a way to highlight a candidate who is "off limits"?  I would like to have the ability to make certain candidate and / or Client records highlighted in RED or something like that.   This would be used for example when we may have placed a candidate somewhere and we want everyone in our company to quickly and easily see that they are off limits.  The same would apply when we want to put a client or former client off limits so no one recruits out of there. How can this be done? Cheers,

    • Closing off tasks automatically based on project status

      Is there a way to close off all open tasks when a project is set as Cancelled?

    • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

      Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

    • [Free webinar] Understanding connections and datasources in Zoho Creator - Creator Tech Connect

      Hello everyone, We’re excited to invite you to another edition of the Creator Tech Connect webinar. About Creator Tech Connect The Creator Tech Connect series is a free monthly webinar featuring in-depth technical sessions designed for developers, administrators,

    • Bridge the Gap Between your Service and Finance Teams

      In field service, the most expensive distance isn’t the drive to a customer’s home—it’s the gap between a finished job and a paid invoice. Zoho FSM leverages the power of Zoho Invoice to handle and manage billing operations. It enables you to: Instantly

    • Direct URL to "View Record"

      I would like to create a button (Deluge Script) to jump to the "view record" without passing by the record menu, but I can not aford to find the right url. I don't want the "view record" as a single page. I want the "view record" in the application like the picture below: Thanks in advance for your help

    • Live Chat for user

      Hi everyone, I’m new to Zoho Creator and wanted to ask if it’s possible to add a live chat option for all logged-in portal users so they can chat internally. I’m trying to create a customer portal similar to a service desk, but for vehicle breakdowns,

    • SalesIQ Chat Owner to CRM Lead Owner Mapping

      There is no proper mapping between the SalesIQ chat owner and the CRM lead owner. When a chat is assigned to an agent, the lead created in CRM is often assigned to a different user, forcing admins to manually change ownership every time. This creates

    • Does zoho inventory need Enterprise or Premium subsrciption to make Widgets.

      We have Zoho One Enterprise and yet we can't create widgets on inventory.

    • Product line search in quotes

      Is there a way to change the search setting when you add a product line to a quote. We have created a field in products called 'Part Number' and I would like when I'm adding a product line to the quote that I can search on that field. At the moment it only searches on product description. In products I can search on the 'Part Number' field Any help welcome.

    • Invoice status on write-off is "Paid" - how do I change this to "Written off"

      HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a way

    • 🚀 WorkDrive 6.0 (Phase 1): Empowering Teams with Content Intelligence, Automation, Accessibility, and Control

      Hello, everyone! WorkDrive continues to evolve from a robust file management solution into an intelligent, secure, and connected content collaboration platform for modern businesses. Our goal remains unchanged: to simplify teamwork, strengthen data security,

    • Storage Limits

      Hello, What is the storage limitations for each user on professional edition?  Thanks, Mekki

    • Optimum CRM setup for new B2B business

      Can some advise the most common way to setup Zoho CRM to handle sales for a B2B company? Specifically in how to handle inbound/outbound emails. I have spent hours researching online and can't seem to find an accepted approach, or even a tutorial. I have

    • Dheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?

      Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj Sudan

    • Important Update: Google Ads & YouTube Ads API Migration

      To maintain platform performance and align with Google's newest requirements, we are updating the Google Ads and YouTube Ads integrations by migrating from API v19 to the newer v22, before the official deprecation of v19 on February 11, 2026. Reference:

    • Zoho Recruit Community Meetup - London 🇬🇧

      Hello Recruiters! We’re excited to announce that the Zoho Recruit team is coming to the UK for an in-person Zoho User Group (ZUG) Meetup in London! This is your chance to connect with fellow Zoho users, learn from experts, and walk away with actionable

    • Next Page