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.

Note: 

• 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. 

Note:

• 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.

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.

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.