Handling identifiers during an import

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-organised 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 can seamlessly align with the Account name field. This approach to data management helps maintain an organised database, thereby enhancing productivity and user trust in the system. 

Related knowledge base article: Importing data into Zoho Desk.

Prerequisites

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

Working with the Identifier Field

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

What are the 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:

Module	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

Points to remember:

• While these fields help find matching records.
• So, if multiple records match the value, the first matching record will be selected automatically.
• This can lead to unexpected matches or data being updated in the wrong record if you're not careful.

For your understanding:

Some users expressed a preference for matching Contacts by Last Name instead of Email, highlighting the importance of flexibility in their workflow. Furthermore, some additional users approached matching through the use of a custom field, emphasising the need for tailored solutions to fit their unique requirements. Moreover, users requested that the functionality be enhanced by updating existing records with the relevant entity's Zoho Desk ID, aiming to streamline their processes and improve data accuracy.

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, ultimately leading to enhanced efficiency and better outcomes for your team. This flexibility enables you to harness the full potential of your data.

Import Systems

Let's start by preparing the CSV file.

A sample tickets module CSV file is given below,

External ID	Subject	Contact Email	Contact Name	About
101	Hitman	rohit@bcci.com	Sharma	Rohit Sharma's journey from a gifted schoolboy to an international icon and fierce competitor reflects resilience, elegance, and remarkable leadership.
102	King Kohli	virat@bcci.com	Virat	Virat Kohli is a world-renowned Indian cricketer known for his aggressive batting, unmatched consistency, and passionate leadership across all forms of the game.
103	Lambu Ishanth	ishanth@bcci.com	Sharma	Ishant Sharma is a tall and experienced Indian fast bowler known for his 300 test wickets and key performances in overseas conditions.

Then choose the appropriate Find By identifier field.

The Find By field is selected from a predefined set of fields specific to each module. It is used to determine whether a record already exists in Zoho Desk.

When using the import tool, the system searches the Desk portal for a record (e.g., a ticket) that matches the value mapped to the selected Find By field. This prevents duplicate records by identifying existing entries based on the chosen field.  

​

• Once the file is uploaded, you need to choose a Find By Field — for instance, Ticket External ID.
• Whichever Find By field we choose must correspond to the relevant column in the CSV file. Since we've selected the Ticket External ID, the Case External ID column in your file should be mapped to the Ticket External IDfield.
  

If the chosen operation is to 'create new records while avoiding duplicates', and there is no existing ticket with the External ID 101, the import tool will generate a new ticket using the mapped fields. To associate the ticket to the correct Contact, the import tool utilizes the Map By field feature.

Finally, choose the appropriate Map By field.

The Map By field enables users to link imported records to their corresponding dependent records, such as associating a ticket with a specific contact. This functionality ensures that when you import ticket data, the import tool actively searches for a matching Contact in Zoho Desk based on the value defined in the selected Map By field.

For instance, during the field mapping process, you can specifically choose to map the Ticket to a Contact using criteria such as the Contact's email ID. This approach enhances the accuracy of data integration by ensuring that each ticket is correctly associated with the relevant Contact, thereby improving data integrity and streamlining the support process. This meticulous mapping not only minimizes the chances of errors but also facilitates a more organized and efficient ticket management system, ultimately leading to improved customer experiences and satisfaction.

Map by identifier field functionality

The tool efficiently searches for contacts associated with the provided email address.    

Search: When a user submits a ticket, the system initiates a search for contacts associated with the specified email address.   

Match found: If a single match is identified, the ticket is seamlessly associated with that Contact, ensuring that all relevant customer information is readily accessible for support agents.   

Multiple Matches: If numerous contacts are found with the same email address, the system will prioritize and use the first match. This helps streamline the ticketing process while maintaining clarity in customer support.   

No Match Found: If no matches are found within the system, the ticket will not be created. This prevents unnecessary duplication and ensures that support agents are only working with valid, existing customer records. 

In summary, the strategic use of Custom Unique Fields and External ID fields as identifiers, along with the potential for composite identifiers, positions support teams to operate more effectively and improve overall customer interactions.

Significant 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, streamlining 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 directly from the history page in the event of import failures. This enhancement provides users with greater insight into any issues, facilitating 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.

Takeaway

For instance, a large corporation merging client data from multiple legacy systems into Zoho Desk modules will benefit significantly from automatic field mapping, ensuring 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 Desk updates.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team

• Topic Participants

• Kavya Rao Addepalli

  

• Sticky Posts

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• WhatsApp pricing changes: Pay per message starting July 1, 2025

  Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

• Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

  Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

• Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

  Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

• Zoho Desk Cheat Sheet For The Year-End

  Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

• Recent Topics

• Billing Management: #4 Negate Risk Free with Advances

  In the last post, we explored how unbilled charges accumulate before being invoiced. But what happens when businesses need money before service begins? Picture this: A construction company takes on a $500,000 commercial building project expected to last

• Is there an equivalent to the radius search in RECRUIT available in the CRM

  We have a need to find all Leads and/or Contacts within a given radius of a given location (most likely postcode) but also possibly an address. I was wondering whether anyone has found a way to achieve this in the CRM much as the radius search in RECRUIT

• Zoho CRM Inventory Management

  What’s the difference between Zoho CRM’s inventory management features and Zoho Inventory? When is it better to use each one?

• Cannot Enable Picklist Field Dependency in Products or Custom Modules – Real Estate Setup

  Hello Zoho Support, I am configuring Zoho CRM for real estate property management and need picklist field dependency: What I’ve tried: I started by customizing the Products module (Setup > Modules & Fields) to create “Property Type” (Housing, Land, Commercial)

• Get Workflow Metadata via API

  Is there a way to get metadata on workflows and/or custom functions via API? I would like to automatically pull this information. I couldn't find it in the documentations, but I'm curious if there is an undocumented endpoint that could do this. Moderation

• Zoho Projects - Q2 Updates | 2025

  Hello Users, With this year's second quarter behind us, Zoho Projects is marching towards expanding its usability with a user-centered, more collaborative, customizable, and automated attribute. But before we chart out plans for what’s next, it’s worth

• FSM setup

  So we have been tinkering with FSM to see if it is going to be for us. Now is the time to bite the bullet and link it to our zoho books and zoho crm. The help guides are good but it would really help if they were a bit more in depth on the intergrations.

• Upcoming Updates to the Employees Module in Zoho Payroll (US)

  We've made a couple of updates to the Employees module in Zoho Payroll (latest version of the US edition). These changes will go live today. While creating an employee Currently, the Compensation Details section is part of the Basic Details step, where

• Possible to Turn Off Automatic Notifications for Approvals?

  Hello, This is another question regarding the approval process. First a bit of background: Each of our accounts is assigned a rank based on potential sales. In Zoho, the account rank field is a drop-down with the 5 rank levels and is located on the account

• ZOHO Creator subform link

  Dear Community Support, I am looking for some guidance on how to add a clickable link within a Zoho Creator subform. The goal is for this link to redirect users to another Creator form where they can edit the data related to the specific row they clicked

• Allow Resource to Accept or Reject an Appointment

  I have heard that this can be done, is there any documentation on how?

• Create new Account with contact

  Hi I can create a new Account and, as part of that process, add a primary contact (First name, last name) and Email. But THIS contact does NOT appear in Contacts. How can I make sure the Contact added when creating an Account is also listed as a Contact?

• Custom Fonts in Zoho CRM Template Builder

  Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if

• Python - code studio

  Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already

• Sync desktop folders instantly with WorkDrive TrueSync (Beta)

  Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:

• How To Insert Data into Zoho CRM Organization

  Hi Team I have this organization - https://crm.zoho.com/crm/org83259xxxx/tab/Leads I want to insert data into this Leads module, what is the correct endpoint for doing so ? Also I have using ZohoCRM.modules.ALL scope and generated necessary tokens.

• Where can I get Equation Editor por Zoho Writer?

  I need to use Math Formulas in my document. Thank you.

• How can I get base64 string from filecontent in widget

  Hi, I have a react js widget which has the signature pad. Now, I am saving the signature in signature field in zoho creator form. If I open the edit report record in widget then I want to display the Signature back in signature field. I am using readFile

• Creator roadmap for the rest of 2022

  Hi everyone, Hope you're all good! Thanks for continuing to make this community engaging and informative. Today we'd like to share with you our plans for the near future of Creator. We always strive to strike a good balance of features and enhancements

• Filtering repport for portal users

  Salut, I have a weird problem that I just cannot figure out : When I enter information as administrator on behalf of a "supplier" portal user (in his "inventory" in a shared inventory system), I can see it, "customer" portal users can see it, but the

• Zoho Inventory. Preventing Negative Stock in Sales Orders – Best Practices?

  Dear Zoho Inventory Community, We’re a small business using Zoho Inventory with a team of sales managers. Unfortunately, some employees occasionally overlook stock levels during order processing, leading to negative inventory issues. Is there a way to

• Zoho One - Syncing Merchants and Vendors Between Zoho Expense and Zoho Books

  Hi, I'm exploring the features of Zoho One under the trial subscription and have encountered an issue with syncing Merchant information between Zoho Expense and Zoho Books. While utilizing Zoho Expense to capture receipts, I noticed that when I submit

• BUTTONS SHOWN AS AN ICON ON A REPORT

  Hi Is there any way to create an action button but show it as an icon on a report please? As per the attached example? So if the user clicks the icon, it triggers an action?

• Dropshipping Address - Does Not Show on Invoice Correctly

  When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being

• RFQ MODEL

  A Request for quotation model is used for Purchase Inquiries to multiple vendors. The Item is Created and then selected to send it to various vendors , once the Prices are received , a comparative chart is made for the user. this will help Zoho books

• Will zoho thrive be integrated with Zoho Books?

  title

• Product Updates in Zoho Workplace applications | August 2025

  Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications this August. Zoho Mail Delegate Email Alias Now you can let other users send emails on your behalf—not just from your primary

• Notebook audio recordings disappearing

  I have recently been experiencing issues where some of my attached audio recordings are disappearing. I am referring specifically to ones made within a Note card in Notebook on mobile, made by pressing the "+" button and choosing "Record audio" (or similar),

• Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked

  Hi, I sent few emails and got this: Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked And now I have few days since I cant send any email. Is there something wrong I did? Also can someone fix this please

• Want to use Zoho Books in Switzerland. CHF support planned?

  Hi, We're a Swiss company using other Zoho suite software and I discovered Zoho Books and other accounting SaaS when looking for an accounting tool. Do you intend to cover Switzerland and CHF based accounting anytime soon? Roy

• Weekly Tips : Teamwork made easy with Multiple Assignees

  Let's say you are working on a big project where different parts of a single task need attention from several people at the same time—like reviewing a proposal that requires input from sales, legal, and finance teams. Instead of sending separate reminders

• Best way to share/download presentation files in Zoho without losing formatting?

  Hello Zoho Community, I often work with PPT/PDF files in Zoho Docs and share them with colleagues. While PDFs usually give a direct download option, I’ve noticed that PPT/PPTX files sometimes only open in the viewer without a clear download link. Is there

• Celebrating Connections with Zoho Desk

  September 27 is a special day marking two great occasions: World Tourism Day and Google’s birthday. What do these two events have in common (besides the date)? It's something that Zoho Desk celebrates, too: making connections. The connect through tourism

• What is Resolution Time in Business Hours

  HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistance

• How use

  Good morning sir I tried Zoho Mail

• Adding Overlays to Live Stream

  Hello folks, The company I work for will host an online event through Zoho Webinar. I want to add an overlay (an image) at the bottom of the screen with all the sponsors' logos. Is it possible to add an image as an overlay during the live stream? If so,

• Email Sending Failed - SMTP Error: data not accepted. - WHMCS Not sending emails due to this error

  I have been trying to figure out a fix for about a week now and I haven't found one on my own so I am going to ask for help on here.  After checking all the settings and even resetting my password for the email used for WHMCS it still says: Email Sending Failed - SMTP Error: data not accepted.  I have no clue how to fix it at this point. Any insight would be lovely. 

• Does Zoho Learn integrate with Zoho Connect,People,Workdrive,Project,Desk?

  Can we propose Zoho LEarn as a centralised Knowledge Portal tool that can get synched with the other Zoho products and serve as a central Knowledge repository?

• Zoho Flow - Update record in Trackvia

  Hello, I have a Flow that executes correctly but I only want it to execute once when a particular field on a record is updated in TrackVia. I have the trigger filters setup correctly and I want to add an "update record" action at the end of the flow to

• Add Comprehensive Accessibility Features to Zoho Desk Help Center for End Users

  Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request to enhance the client-facing Help Center in Zoho Desk with comprehensive accessibility features, similar to those already available on the agent interface. 🎯 Current

• Next Page