Column	Example	Requirement	Comments
agentExtId	Agent_1, 1011, AAA111	Required
Last Name	John	Required
First Name	Peter	Optional
Full Name	John Peter	Optional
Email	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		Optional
Email		Optional
Fax		Optional
Website		Optional
Industry		Optional
Street		Optional
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.
Email	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
Facebook		Optional
Twitter		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
Email		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

1. Date and time variables will be considered as GMT.
2. The modules' source fields will first be mapped to the system fields. Custom fields, where required, will be created and mapped to their corresponding source fields.
3. Mapping a field to a picklist value will add all the distinct values in the column to the picklist field.
4. You must specify how we should map the fields to avoid additional changes after importing data.
   
5. The data left unmapped to a field will be skipped during import.
6. We provide support for making certain modifications to the records before they are imported. For example, you can specify the criteria to import specific data, assign ownership, and map departments. Such modifications should be communicated to us before importing your data.
7. When an entity fails to be imported, all its sub-entities will be skipped. For example, if a contact import fails for any reason, all of its tickets, threads, and ticket comments will also fail.
8. If you've not provided the external ID for a module, our migration tool will create an ID from the existing fields. For example, if the contacts module doesn't contain the ID, the hash code of email, name, or both will be considered the Contact External ID. Likewise, the hash code of ticketID and sendDateTime will be considered as the Thread External ID.
9. Only active agents can be assigned to entities. If an agent is unavailable, their entities will be marked as unassigned or assigned to the user whose token has been used for the import.
10. We can migrate data to multiple departments. You must provide the department field or criteria to populate data into those departments.
11. Residual imports can be performed wherein we will update data based on external IDs. If the external IDs are not present, we will create a new ID (refer to point 8). 
12. Request for residual imports should be received within two weeks from the initial import.
13. Residual imports are not supported for specific fields. For example, we cannot update the ticket created time, external IDs, and thread data during residual imports.
14. You can undo the data import once we have completed it. However, undoing the imported contacts will delete the child entities (e.g., tickets) created for those contacts.
15. You will receive an import summary on completing an import. The summary will contain information such as the number of records imported and the reason for skipped or failed records. You must modify the data as per the summary for re-importing them again.
16. Any bugs or discrepancies in the imported data should be reported at the earliest. We recommend that you update the imported data only after confirming the validity of the import.
17. The backup file shared with us will be maintained for 30 days, after which it will be deleted from our end.