FAQs on Data Administration

FAQs: Data Administration

Can I retrieve deleted records from the recycle bin?

Yes, it is possible to retrieve deleted records. The recycle bin is a temporary storage location for deleted records in Zoho Desk. It is designed to give users the ability to retrieve any accidentally deleted records within a specific time frame. 


When a record is deleted, it is not permanently removed from the system. Instead, it is moved to the recycle bin. The deleted record is stored there for 60 days or until the recycle bin is emptied. During this time, the deleted record can be restored to its original status with all the associated data intact. 



  • The records in the recycle bin will be available based on your organization's role hierarchy and your permission to view the records.
  • Zoho Desk only restores lookup relationships if they have not been changed. For example, if a contact is linked to a different account before restoring the original account, the contact-account relationship will not be restored.
  • Articles and sections deleted from your KBase can be managed from the Recycle Bin folder available within the knowledge base module.


To restore deleted records, follow the steps below:

  1. Navigate to Setup ) > Data Administration > Recycle Bin.
  2. Select the desired module from the drop-down menu at the top bar.
  3. Select the desired records to restore and click Restore.

Can I back up my data from Desk?

Yes, you can. One way to safeguard your data is by utilizing the data backup feature, which allows you to generate a copy of your information. This backup copy can be conveniently downloaded, stored separately, and restored if necessary, providing an extra layer of protection and ensuring that your data remains secure even in unforeseen circumstances.


The following modules can be backed up:

  • Tickets - Threads, comments, time entries, and attachments (via download link)
  • Contacts
  • Accounts
  • Activities- Tasks, calls, and events.
  • Products
  • KB Articles
  • Agents
  • Teams
  • Departments


To back up your account data, navigate to Setup > Data Administration > Data Backup.


Backup data functionality is currently in the Beta stage. If you would like to access the Beta release, please send a request to support@zohodesk.com


  • Only the primary contact can take backups and download from Zoho Desk.
  • Data backup is available for all paid editions.
  • The backup file is available for download immediately or after some time based on the volume of data you have in your account.
  • The download link will expire seven days after the date of your backup.
  • Once a full or custom backup is initiated, you cannot back up your data for the next 30 days.
  • Data under Community cannot be backed up.
  • You can create only one scheduled backup in 30 days.


There are several types of data backups available in Zoho Desk:


  • Full Backup: With this option, you have the capability to download a complete backup of your account. This full backup encompasses all aspects of your data, including tickets, accounts, contacts, KB articles, activities, products, agents, teams, and departments modules. By utilizing this option, you can create a complete replica of your entire dataset, ensuring that every important component is included.

  • Custom Backup: With this option, you can generate a customized backup by selecting a specific date range to download data for a designated period. For example, you can create a backup that includes data spanning a few months within a given year, such as from January 1st, 12:00 am, to June 30th, 11:59 pm. This option empowers you to precisely specify the timeframe for which you wish to preserve your data, allowing for targeted backups that align with your specific requirements.

  • Schedule Backup: Another efficient option for creating a backup of your data is to schedule it. You can automate data backup at regular intervals, such as weekly, bi-weekly, monthly, and quarterly. Once you schedule a backup, the first backup will have all the data up to the day you are creating the new backup. The subsequent backups will be taken for the period that you have scheduled after the first backup. The first scheduled backup will run as a full backup, and the subsequent backups will only have new and modified data.

    For example, if you have scheduled a monthly backup, then the first backup will consist of all the data till date from your modules, but the second backup will have the data for A month after the first backup, and the third backup will have the data for the month after the second backup, and so on. 


When you create a backup, all the module data, including tickets, knowledge base, contacts, accounts, etc., are saved to the downloaded file.


Click here to learn more about data backup in Zoho Desk.

How can I import data in Desk?

In Zoho Desk, transferring large amounts of data efficiently and accurately is made easy with the import option.


Consider a scenario where a business is transitioning from an older customer support platform to Zoho Desk. Manually adding extensive information can be time-consuming and prone to errors in such a case. The import feature in Desk allows them to transfer their existing support tickets, customer contacts, and related information seamlessly. By following a few simple steps, the business can upload a prepared file containing the data they want to import. They can then map the fields in the file to the corresponding fields in the support ticket, contact, and other relevant modules. This ensures that the data is correctly aligned and transferred accurately during the import process.


Once the import is initiated, the system will proceed to populate the designated fields within the respective modules with the imported data. Businesses can then monitor the progress and verify that all the necessary information has been successfully transferred without errors or discrepancies.


To use the import option, navigate to Setup > Data administration > Import/Export.



  • You can import support tickets, contacts, customer accounts, knowledge base articles, products, calls, events, and tasks to the respective modules.
  • The data import option is available for all paid editions.
  • You must import the records by module. By default, the records' ownership will be assigned to the user who imports the records. 
  • Only users with Import Records profile permission can import data.
  • Records can be imported only to the default layouts.
  • The files to be imported must be in CSV (comma separated values) or XLS file format. It must be an ASCII file (usually with a .txt or .csv extension in the Windows environment) where each line of text represents a single record. 

Click here to learn more about the import functionality, checklist for import, and how to import specific data.

How can I export data in Desk?

Businesses can streamline the process of extracting data from their systems and generate accurate and comprehensive export with the export option in Zoho Desk.  


Consider a company using Zoho Desk to manage customer support tickets and track the performance of their support agents. They want to perform an in-depth analysis of their support operations and identify areas for improvement. Zoho Desk's Export Data functionality proves invaluable in this situation. By exporting the relevant data in CSV format, they can seamlessly analyze the performance of their support operations.


To use the export option, navigate to Setup > Data administration > Import/Export.



Once the data has been exported, the records will be saved in the CSV format on your local disk. The CSV file will include all the relevant fields and attributes associated with the exported records. Once the CSV file is saved on your local disk, you have the flexibility to further process the exported data according to your specific requirements. 



  • Module refers to the different tabs. For example, Tickets, Contacts, Accounts, etc.
  • Only users with Export Data permission can export data.
  • Only a maximum of 3000 records can be exported to a CSV file.
  • The export option is department-specific, and it will not be visible when viewing the Zoho Desk with all departments selected. To access the export option, you will need to switch to a specific department within the portal.
  • Zoho Desk does not, in any way, include any kind of harmful information or data into your exported files.
  • To export email threads in tickets, you must raise a request for data back-up at support@zohodesk.com.

Click here to learn more about the export functionality, checklist for export, and how to perform data exports in Zoho Desk.

Why can't I find the Import and Export options?

The import and export functionalities in Zoho Desk are department-specific. If you have followed the correct steps but are unable to locate the Import/Export option under the Setup menu, it is possible that you are currently in the All Departments view.
If you cannot find the Import/Export option, please navigate back to the Tickets module and ensure that you are in the specific department where you wish to perform the import or export. Once you are in the correct department, click on the Setup icon to access the Import/Export function, which is located under the Data Administration settings.

Can I perform bulk actions on Archived tickets?

In Zoho Desk, it is not possible to perform bulk actions on archived tickets. This limitation exists for a specific reason.


Archived tickets are intentionally stored separately from active tickets to keep the ticket list clutter-free and improve performance. Archiving allows you to organize and store resolved or closed tickets without permanently deleting them.


Since archived tickets are considered closed or resolved cases, performing bulk actions on them may not be necessary for most scenarios. The primary focus of bulk actions is to manage and process a large number of active tickets efficiently.


If you need to perform specific actions on archived tickets, such as updating their status or re-opening them, you would typically handle them individually. This approach ensures that you can accurately manage and address specific cases as needed.


While bulk actions are a valuable feature for managing active tickets in Zoho Desk, it is important to understand the distinction and purpose of archived tickets.


See also, Performing bulk updates and Ticket archiving.

What is the bulk action log and where can I find it?

 The Bulk Actions Log in Zoho Desk provides complete insights into the bulk operations performed in your account and allows you to track and review the history of bulk actions in your Zoho Desk account effectively. It presents a detailed list of in-progress and queued bulk actions, as well as the completed ones. The log displays important information such as execution time, action type, executor, view and department names, and the current status of each action. 


Let's say a customer support manager in an e-commerce company receives a high volume of support tickets everyday. To efficiently manage these tickets, the manager often needs to perform bulk actions, such as assigning multiple tickets to a specific agent or updating the status of a group of tickets.


In this scenario, the Bulk Actions Log in Zoho Desk becomes a valuable tool. It allows the manager to track and monitor the bulk actions performed within their Desk account. For instance, the manager can access the log to review which tickets were assigned to a particular agent, at what time the action was executed, and the current status of the assigned tickets.


To view bulk actions log, follow the steps given below:

  1. Go to Setup ) > Data Administration > Bulk Actions Log.
  2. Click the Initiated tab to see a list of bulk actions being processed and those that are queued.
  3. Navigate to Completed tab to view all of the bulk actions that have been completed along with their status.


For more information on performing bulk actions, refer our help article.

Can I permanently delete records from the recycle bin?

Yes, users with support admininistrator profile can permanently delete the records from the recycle bin in Zoho Desk. 


To permanently delete records that have been previously deleted, you can follow these steps:

  1. Go to Setup (  ) > Data Administration > Recycle Bin.
  2. In the Recycle Bin, select the records that you want to delete permanently.
  3. Click Delete from the top-right corner of the screen.
  4. Click OK to confirm the deletion.


By following the outlined process, you can ensure that the deleted records are completely removed from your Desk account, freeing up storage space, and improving system performance. 


Know more on recycle bin from our help article.

How can I perform custom back up in Zoho Desk?

For a customized data backup of specific records, you have the option to use the "Date modified" attribute.


By entering the "Date modified after" and "Date modified until" values, you can define a specific period during which the records that were modified will be included in the backup. This option provides more flexibility and efficiency in managing your backups.


To perform custom data backup, follow the steps below: 

  1. Go to Setup (  ) > Data Administration > Data Backup.
  2. On the Backup Now layout, choose Custom Backup option.
  3. Enter the Date modified after and Date modified until values to provide a time range.
    Only the data modified during this time range will be backed up.


To know more about data back functionality, refer to our help article.

Why should I schedule a yearly data backup?

Scheduling data backups is an efficient and convenient option that allows you to automate the backup process at regular intervals. By setting up a schedule, you can ensure that your data is regularly backed up without the need for manual intervention. 


When you schedule a backup, the initial run will perform a full backup, which means that all data will be included. Subsequent backups, however, will only capture new and modified data since the last backup, reducing the time and resources required for each subsequent backup.


It's important to note that you can create only one scheduled backup per month. This limitation helps prevent any overlapping schedules, ensuring the smooth execution of the backup process.


In cases where you no longer require a scheduled backup, you have the option to cancel it. This gives you the flexibility to adjust your backup strategy based on changing needs. However, please be aware that once a backup is already running, it cannot be stopped until completion. Therefore, it's essential to consider the timing of your backups to avoid interruptions during critical operations.


To know more on how to initiate and stop a yearly scheduled backup, refer to our help article.

How can I export a copy of my customer's data?

Regulators have created a legal framework called GDPR to deal with privacy. GDPR is a set of rules designed to provide EU residents with control over how companies across the world can use their personal data. As per GDPR, the data subjects (customers) have the right to control who collects their data, how it is utilized, and for how long.


Zoho Desk offers flexibility to meet customer requests for a copy of their data through the Export Data option within the product. This enables you to gather data from all or specific modules within Zoho Desk, export it, and share it with the respective customer upon request.


You have the flexibility to choose whether to export data from all modules or select specific ones based on the client's requirements. This ensures that only the relevant information is included in the exported data. Once the data export is completed, you can securely share the exported data with the customer via mail.


To export an individual's data from Zoho Desk, follow the steps below:

  1. Go to Setup (  ) > Data Administration  > Privacy Settings.
  2. Under Data Subject Requests, click New Request.
  3. On the Add New Request page, select Request type as Export Data.
  4. Select the appropriate Module and fill in the Contact fields as per the client's request.
  5. Alternatively, select and tag the Reference Ticket Id directly. (This is optional)
  6. Under Record Details, choose one of the following:
    1. Specific Records - Specify the criteria to filter the records that you need.
    2. All Records - Choose to view all the records associated with the contact's email address that you provided.
  7. Click Fetch Data.
    The list of records will be available to choose from.

  8. Select the records that you want to export and click Submit .
    The export is initiated and once it is ready, the data is available as a request entry from where you can export the CSV file.

  9. Click the Download icon (  ) to get the file and send it to the customer.


You can send the data file to the data subject via a secure and preferably official email account using Zoho Desk's outbound email feature.

How can I delete my clients data upon a delete request from my customer?

Regulators have created a legal framework called GDPR to deal with privacy. GDPR is a set of rules designed to provide EU residents with control over how companies across the world can use their personal data. As per GDPR, the data subjects (customers) have the right to control who collects their data, how it is utilized, and for how long.


When customers request the deletion of their data, you can rely on the Delete Data functionality in Zoho Desk to fulfill their request. It allows you to initiate the deletion process for the specified client's data within the Desk account.


It's important to note that the data deleted using this option is irreversible and can't be recovered or restored. Therefore, it is crucial to exercise caution and ensure that you have accurately identified the data that needs to be removed.


To delete an individual's data in Zoho Desk, follow the steps below:

  1. Go to Setup (  ) > Data Administration > Privacy Settings.
  2. Under Data Subject Requests, click New Request.
  3. Select Request Type as Delete Data.
  4. Select the appropriate Module and fill in the Contact fields as per the client's request.
  5. Alternatively, select and tag the Reference Ticket Id directly. (This is optional)
  6. Under the Record Details, choose one of the following:
    1. Specific Records - Specify the criteria to filter the records that you need.
    2. All Records - Choose to view all the records associated with the contact's email address that you provided.
  7. Click Fetch Data.
    The list of records will be available to choose from.

  8. Select the records that you want to delete and click Submit

  9. Click Delete to confirm the permanent deletion of records.
    The request to delete data gets initiated, and the selected record gets deleted permanently from the system after a while.

Know more on addressing data subject requests in Zoho Desk.

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