Handling identifiers during an import
Importing your data
- 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
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 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 | 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 | 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 | 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.
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
Unique identifiers for entity mapping
Enhanced error handling and log accessibility
Support for custom modules
Takeaway
Access your files securely from anywhere
Zoho Developer Community
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 keynoteWhatsApp 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 PlatformLive 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 toolsApple 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 helpZoho 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
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Unable to Send Different Email Templates for Different Documents in Zoho Sign
Hello Zoho Community, I am facing a limitation with Zoho Sign regarding email notifications sent to customers when a document is sent for signing. Currently, whenever I send any template/document for signing, the email notification that goes to the customerTimeline Tracking Support for records updates via module import and bulk write api
Note: This update is currently available in Early Access and will soon be rolled out across all data centers (DCs) and for all editions of Zoho CRM. The update will be available to all users within your organization, regardless of their profiles or roles.UI Improvement - Ability to Collapse Flow
The UI for Flow is generally pretty good. However, when multiple decision trees are used, the layout can get pretty convoluted and hard-to-follow (see one of my Flows below): In these cases, even the auto-arrange fails to make this something that a normalTasks Statuses
Hi, The task status "Completed" is a final status which closes the task. We need to have a status "Cancelled". However, when the status is set to "Cancelled", the task prompt still has a blue button to Close Task. When the customer clicks that and closesAdd Lookup Field in Tasks Module
Hello, I have a need to add a Lookup field in addition to the ones that are already there in the Tasks module. I've seen this thread and so understand that the reason lookup fields may not be part of it is that there are already links to the tables (Create New Tasks Layout in CRM
I am able to do this in Leads, Contacts, Meetings, Calls - every other module, but cannot create a new layout in tasks. I have the appropriate access but it's simply not appearing as an option. Only "Standard" option shows. Please help!Whatsapp Connection Status still "Pending" after migration
Hello, I migrated my WhatsApp API to Zoho from another provider a day ago. So far the connection status is still “Pending”. There is a problem? How long does it usually take?Using IMAP configuration for shared email inboxes
Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configureAuto-sync field of lookup value
This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.Zoho Recruit Subscription
Hello Zoho Recruit Team, Good day! I would like to inquire about your recruitment subscription plans and would also like to verify the current subscription our company is enrolled in under Zoho Recruit. Thank you, and I look forward to your response.Keyboard shortcut M key
I'm trying to customize my keyboard shortcuts and assign the "m" key. But it says the key is already assigned. I've looked through all my shortcuts and can't see any assigned "m". When I select an email and press the M key, nothing happens. What is theIs it possible to create a meeting in Zoho Crm which automatically creates a Google Meet link?
We are using Google's own "Zoho CRM for Google" integration and also Zoho's "Google Apps Sync" tools, but none of them provide us with the ability to create a meeting in Zoho CRM that then adds a Google Meet link into the meeting. Is this something thatEnsure Consistent Service Delivery with Comprehensive Job Sheets
We are elated to announce that one of the most requested features is now live: Job Sheets. They are customizable, reusable forms that serve as a checklist for the services that technicians need to carry out and as a tool for data collection. While onAutomatic Portal invite
We have numerous customers we move through a blueprint in deals, when they get to a certain point we need to give them portal access, how can this be done through deluge or a workflow? Latest Update (December 2025): The option to automate portal invitationsMarketer's Space: Why mobile optimization deserves a place in your email strategy
Hello Marketers, Welcome back to Marketer's Space! Today, we'll talk about the importance of creating mobile-friendly email designs. While mobile phones were once used only to make phone calls, today they're used for almost everything, including texting,Enhancements in Canvas
Dear All, Greetings! Canvas lets you design the record details page to suit your brand or business preferences. We are glad to introduce the following enhancements to uplift your design experience. Reusable Components Style Presets Let's go! ReusableIntroducing Dark Mode / Light Mode : A New Look For Your CRM
Hello Users, We are excited to announce a highly anticipated feature - the launch of Day, Night and Auto Mode implementation in Zoho CRM's NextGen user interface! This feature is designed to provide a visually appealing and comfortable experience forABN with Legal Entity Name
Hi, How can I execute this? The ABN number is entered in Accounts Module and ideally, it should display or suggest the correct Legal Entity Name based on the ABN lookup. ex. Account Name: JPG Resources ABN Number: 65 067 761 871 Legal Entity Name: (autoZoho Cliq not working on airplanes
Hi, My team and I have been having this constant issue of cliq not working when connected to an airplane's wifi. Is there a reason for this? We have tried on different Airlines and it doesn't work on any of them. We need assistance here since we are constantlyUnify Overlapping Functionalities Across Zoho Products
Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,Detailed Account Reports - Add Running Balance
When one clicks into an account from a report (say P/L or Balance Sheet), the default reports have the Debit, Credit, and then the Amount. The Amount column (last one) is duplicate information. It would be far better and fit more peoples' use cases ifIssue: Ticket Export Does Not Include Ticket Threads
Dear Zoho Desk Support Team, I hope you’re doing well. I wanted to bring to your attention that the current ticket export feature in Zoho Desk does not seem to include the ticket threads or conversation history. When exporting tickets, only the summaryPushover Notification Module
Hello, it would be good if there would be a "Pushover" (https://pushover.net/) module besides the standard SMS module. Pushover is now very well known, especially in IT, and is becoming more and more popular. The biggest advantage are the customizableForward - no Ticket Number
Hello, when I send an email to Zoho Desk via Reply or Reply All, the ticket number is in the subject line. But if I use forward then not. Is there an option to change this? We often forward e-mails and a reply to this will of course create a new ticketCheckout: Adding Images
Hello everyone, I’m trying to add a small GoGreen logo in the shipping section of the checkout to promote our sustainable shipping. While I can insert text without any issues, it seems that adding images is not supported in this area. Is there currentlySortie de Zoho TABLE ??
Bonjour, Depuis bientôt 2 ans l'application zoho table est sortie en dehors de l'UE ? Depuis un an elle est annoncée en Europe Mais en vrai, c'est pour quand exactement ??[solved] #original_sender trick not working for us
Hello community ! We really like DESK.. it's working like a charm for us but I have a request. Some users are sending emails personnaly to me (instead of using the support adress).. and I saw there was a possibilty to use : #original_sender {mail@mail.com}SalesIQ Chat Notifications
I am the admin of our salesIQ implementation. About two weeks ago, I started hearing/seeing notification for ALL chats messages from monitored agents/chat participants. I don't need to see these, we have a manager who deals with this. I can't stop theCorrelated subqueries not supported in Zoho Analytics. This creates huge limitations
Running into a major limitation in Zoho Analytics: correlated subqueries simply don’t work, even in completely standard SQL patterns inside a JOIN. Example: LEFT JOIN "Bills" b ON d."Id" = b."Deal ID" AND EXISTS ( SELECT 1 FROM "BillUnknown table or alias 'A1'
I would like to create a subquery but i am getting the following error: Unknown table or alias 'A1' used in select query. This is the sql statement: SELECT A1.active_paying_customers, A1.active_trial_customers, A1.new_paying_signup, date(A1.date_active_customers),Batch Emails in CRM Plus without using a template?
Hi guys. Is it possible to send the same email to multiple people at the same time within CRM Plus without using an email template? At the moment we create a custom view in Contacts to display the people that we need. We then click the boxes on the left, and click 'Send Mail', but always need to select a template. Sometimes its better to write a quick one off message, without needing to set up a template first. Thanks.bank charge
a charge to my account was made that I did not authorize, of $16.46, for something that looks like "computer maintenance or something to that matter". please refund.[Free Webinar] Product Updates: Quick Catch-Up Session - Part II - Creator Tech Connect
Hello Everyone! We welcome you all to the upcoming free webinar on the Creator Tech Connect Series. The Creator Tech Connect series is a free monthly webinar featuring deep-dive technical sessions designed for developers, administrators, and app builders.Introducing Liquid Glass UI on the Zoho Mail iOS app
Hello everyone! We're excited to announce that the Zoho Mail app is now fully optimised for iOS 26's Liquid Glass design on both iPhone and iPad! The updated interface features transparent layers, smooth animations, and refined visual elements that enhancePlan change from Zoho One to Zoho Workplace
Hello Zoho, Following the recent pricing update for Zoho One, we are interested in transitioning to Zoho Workplace products. Please inform us about the necessary steps for this process so we can proceed promptly. Kind regards,Partner with HDFC And Sbi Bank.
Hdfc and sbi both are very popular bank if zoho books become partner with this banks then many of the zoho books users will benefit premium features of partnered banks.Links in Instagram
Hi there, I have been using Later for a while now but keen to come back to Zoho Social as Later doesn't offer tagging of pages on Facebook but they offer something Zoho doesn't. You can add a link to your bio which opens up your profile feed where imagesSpotlight #7 - Automatic Transitions in Blueprint
Previously, records could not be moved from one state to another without user intervention. With automatic transitions, move records from one state to another automatically, when it elapses its pre-defined time. This Spotlight discusses how automaticSub Folders
It would be great if there could be sub-folders in reports. We have a ton of individual reports and folders that would be easier to navigate this wayZoho CRM Community Digest - November 2025 | Part 2
Hello Everyone! Second half of November brought several exciting updates, especially around Zia, making AI assistance smarter, faster, and more context-aware. We also feature engaging community snippets highlighting members who went the extra mile toNext Page