Column Example Requirement CommentsagentExtId Agent_1, 1011, AAA111 Required Last NameJohn Required First NamePeter Optional Full Name John PeterOptional abc@xyz.com Required
Column Example Requirement Comments AccountExtId Account_1, Acc213343, 1232 Required Account Name Zoho Required Created Time YYYY-MM-DDTHH:MM:SS.000Z Optional Default: Current time Modified Time YYYY-MM-DDTHH:MM:SS.000Z Optional Default: Current time Phone OptionalOptional Fax Optional Website Optional Industry Optional StreetOptional City Optional Description Optional Annual Revenue Optional
Column Example Requirement Comments ContactExtId Contact_1 Required First Name John Optional Last Name Peter Required AccountExtId Account_1 Optional Contact will not be associated with any account if null. abc@xyz.com Optional Default: Null Phone 9876543210 Optional Created Time YYYY-MM-DDTHH:MM:SS.000Z Optional Default: Current time Modified Time YYYY-MM-DDTHH:MM:SS.000Z Optional Default: Current time Type Optional Mobile Optional Street Optional City Optional State Optional Country Optional Zip Optional Optional Optional Description Optional
Column Example Requirement Comments TicketExtId Ticket_1, 1010, Ticket102 Required ContactExtId Contact_1 Required Ticket and other child entities will be skipped from import if null. Subject Test Ticket Required Description Optional Optional Due Date YYYY-MM-DDTHH:MM:SS.000Z Optional Created Time YYYY-MM-DDTHH:MM:SS.000Z Optional
- Default: Current time
- Created time cannot be updated once imported.
- Created time is mandatory for ticket conversations.
Modified Time YYYY-MM-DDTHH:MM:SS.000Z Optional Closed Time YYYY-MM-DDTHH:MM:SS.000Z Optional
- Closed time is required only for tickets in the closed state.
- If not available, the current time will be updated as closed time.
- Closed time cannot be earlier than the created time.
Status Open Optional
- Default: Open
- The values present in the column will be added to the Status field.
- Closed will be considered as a closed-mapped status.
Priority High Optional Classification Issue Optional Owner Email abc@xyz.com Optional
- By default, tickets will be marked as unassigned.
- Only Active agent's ownership can be maintained.
OwnerExtId Optional When a separate file for agents is provided, the owner can be referenced using this value. ProductExtId Product_1 Optional Unique ID of your product that helps associate a ticket with it. Phone Optional Category PickList Optional Sub Category PickList Optional Resolution Optional Channel PickList Optional Default: Phone
Column Example Requirement Comments ThreadExtId Thread_1 Required TicketExtId Ticket_1 Required Content Required SendDateTime YYYY-MM-DDTHH:MM:SS.000Z Required ReceivedTime YYYY-MM-DDTHH:MM:SS.000Z Required Sender Email Optional
- Default: The user whose token is being used for import will be the thread owner.
- The given value will be matched with the on-boarded agents and assigned accordingly.
- Only active agents can be assigned as owners.
Direction In | Out Optional Default: In isPrivate True | False Optional Default: False FromEmailAddress Optional To Optional Cc Optional
- Separate multiple email addresses using the semicolon character.
- When the "from" or "Cc" value is null, the channel will be set as Customer Portal.
Bcc Optional Channel Email | Customer Portal Optional
Column Example Requirement Comments CommentExtId Comment_1 Required TicketExtId Ticket_1 Required Content Required Commenter Email Optional
- Default: The user whose token is being used for import will be the comment owner.
- The given value will be matched with the on-boarded agents and assigned accordingly.
- Only active agents can be assigned as owners.
Commented Time YYYY-MM-DDTHH:MM:SS.000Z Optional The current time will be added as created time, if null. isPublic True | False Optional Default: False
Column Example Requirement Comments ProductExtId Product_1 Required Product Name Desk Required Product Code Optional Product Category Optional Manufacturer Optional Description Optional Created Time Optional Default: Current time
Column Example Requirement Comments TaskExtId Task_1 Required Subject Sample Task Required ContactExtId Contact_1 Optional TicketExtId Ticket_12 Optional The task will not be associated with a ticket, if null. Status PickList Optional Default: Open Due Date YYYY-MM-DDTHH:MM:SS.000Z Optional Default: Null Created Time YYYY-MM-DDTHH:MM:SS.000Z Optional Default: Current time Priority PickList Optional Completed Time Optional Default: Current time Description Optional
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