Import Data - Zoho Desk Knowledgebase

Importing Data to Zoho Desk

If you've been using a help desk software before Zoho Desk, you must start importing your existing data to Zoho Desk. You can import your support tickets, contacts, customer accounts, knowledge base articles, products, calls, events, and tasks to start helping your customers right away.

You must import the records by [Modules]. By default, the records' ownership is automatically assigned to the user who imports the records. However, the import file should have a column that contains the exact email address of the users to whom you want to assign each record.

Notes:
  1. You cannot import data on the Free edition.
  2. Only users with Import Records permission can access this feature.
  3. You can only import records to the default layout, although you have created multiple layouts for a module.

Import Checklist
Before importing the data, please go through the following checklist:
  1. Permission
    Ensure that you have the access and privilege to import data to Zoho Desk.
  2. File Format
    The files to be imported must be in a CSV (comma separated values) 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. The supported formats are Excel (XLS) and Comma Separated Value (CSV).
  3. Forbidden Characters
    The file to be imported should not contain characters like Double quotation marks(") - use only as a field delimiter, Vertical bar (|) and Angle brackets (<>).
  4. Mandatory Fields
    The mandatory fields in Zoho Desk must contain a value and shouldn't be left blank. Make sure you do not leave the mandatory fields blank, in the import file. The Import [Module] Wizard page will denote the mandatory fields in red.
  5. Checkbox Data
    Make sure that the data you plan to import from Boolean or checkbox fields contain values that will properly convert during the import process. Imported data from Boolean and check box fields are converted as follows:
    If checkbox is selected - True or 1
    If check box is not selected - False or 0
  6. Drop-down List
    All data values displayed in the drop-down lists must exist in the corresponding Zoho Desk fields. For instance, if you plan to import ticket information that contains a value for the product type drop-down list, before you import the ticket information, make sure all the product values in the source file already appear in the drop-down list.
  7. Field Names
    Make sure the first row of data (records) in the source file contains the column headings or field names rather than the actual data values.
  8. Blank Lines
    Remove all blank lines from the file to be imported. A blank line is interpreted as the end of the file.
  9. DateTime values
    The date value for the import data file must be in YYYY/MM/DD format and the date time value must be in YYYY/MM/DD HH:MM:SS. Date / Date time values in any other format will be ignored during import.
  10. File Size
    Make sure the file size (Import data) does not exceed 5MB.
  11. Import Limits
    An import file in CSV format should not exceed the record limit set for individual plans as follows:
    Enterprise - Maximum of 30,000 records/batch
    Professional - Maximum of 20,000 records/batch
    Standard - Maximum of 10,000 records/batch

    If your records exceed the specified limits mentioned above, you can split the records into two or more files and import them.

Importing Tickets
If you were maintaining ticket data before subscribing to Zoho Desk, you can import them to keep the complete history of customer interactions.
To import ticket data:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. In the Import Data page, do the following:
    • Choose Import Tickets under Select Module drop-down list.
    • Browse to locate and select the required file that is to be imported.
    • Turn on the Update the ticket's account toggle if you want to update the tickets' account with its corresponding contact's primary account.
    • When you choose to update the ticket's account, select whether you wish to update the account name in your existing tickets.
      Note: Only non-archived tickets that have their contact mapped with an account will be updated. Additionally, the account on the imported file will overwrite the existing account when 
      you've enabled the Associate Contact with multiple Accounts feature.



  4. Click Next to continue.
  5. In the Import Tickets Wizard page, associate the fields in CSV file column header with the corresponding ticket fields in Zoho Desk. (Mandatory fields should be properly mapped)
  6. Click Next to continue.



  7. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  8. Click Import.
When the import is completed, you will receive an email that confirms the number of tickets added, updated, and skipped.

Importing Contacts
If you were maintaining customer information before subscribing to Zoho Desk, you can import them to maintain the database.
To import contact data:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. In the Import Data page, do the following:
    • Choose Import Contacts under Select Module drop-down list.
    • Browse to locate and select the required file that is to be imported.
    • Select Skip, Overwrite or Clone for duplicate records.
    • If you choose to overwrite duplicate records, you may select the Update account name in the existing tickets option to update the account name corresponding to the contacts of your existing tickets.
      Note: Only non-archived tickets that have their contact mapped with an account will be updated. Additionally, the account on the imported file will overwrite the existing account when you've enabled the Associate Contact with multiple Accounts feature.



  4. Click Next to continue.
  5. In the Import Contacts Wizard page, associate the fields in CSV file column header with the corresponding contact fields in Zoho Desk. (Mandatory fields should be properly mapped)
  6. Click Next to continue.
  7. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  8. Click Import.
When the import is completed, you will receive an email that confirms the number of contacts added, updated, and skipped. Similarly, you can follow the above steps to import your Customer Accounts and Products.

Behavior of Skip, Overwrite, and Clone
When there are two records namely, A and B in your Zoho Desk account. You want to import records B and C. When you select:

 
Record C
Record B
Skip
Imported
Not imported, as it already exists in Zoho Desk.
Overwrite
Imported
Imported. If the mapped fields' values differ in the existing record, they are replaced with the ones in the import file. Additional new data is added to the record if the related field is mapped before importing.
Clone
Imported
Imported and another record B is created along with the existing one.


Importing Knowledge Base Articles
Knowledge Base articles help your customers help themselves. So if you were maintaining FAQ and articles before subscribing to Zoho Desk, you could import them right away.
To import articles:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. In the Import Data page, do the following:
    • Choose Import Articles under Select Module drop-down list.
    • Select a KBase section from the drop-down menu to add the imported articles underneath it.
    • Browse to locate and select the required file that is to be imported.



  4. Click Next to continue.
  5. In the Import Articles Wizard page, associate the fields in CSV file column header with the corresponding article fields in Zoho Desk. (Mandatory fields should be properly mapped)
  6. Click Next to continue.
  7. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  8. Click Import.

Importing Tasks
If you'd created and maintained tasks information before using Zoho Desk, you could import them right away.
To import tasks:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. In the Import Data page, do the following:
    • Choose Import Tasks under Select Module drop-down list.
    • Browse to locate and select the required file that is to be imported.
  4. Click Next to continue.
  5. In the Import Tasks Wizard page, associate the fields in CSV file column header with the corresponding task fields in Zoho Desk.(Mandatory fields should be properly mapped)
  6. Click Next to continue.
  7. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  8. Click Import.

Importing Calls
If you'd provided a lot of support over the phone before subscribing to Zoho Desk, you could import that information into Zoho Desk right away.
To import calls:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. In the Import Data page, do the following:
    • Choose Import Calls under Select Module drop-down list.
    • Browse to locate and select the required file that is to be imported.
  4. Click Next to continue.
  5. In the Import Calls Wizard page, associate the fields in CSV file column header with the corresponding call fields in Zoho Desk. (Mandatory fields should be properly mapped)
  6. Click Next to continue.
  7. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  8. Click Import.

Importing Events
If you'd created and maintained events information before using Zoho Desk, you could import them right away.
To import events:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. In the Import Data page, do the following:
    • Choose Import Events under Select Module drop-down list.
    • Browse to locate and select the required file that is to be imported.
  4. Click Next to continue.
  5. In the Import Events Wizard page, associate the fields in CSV file column header with the corresponding event fields in Zoho Desk. (Mandatory fields should be properly mapped)
  6. Click Next to continue.
  7. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  8. Click Import.

Viewing Import History
Maintaining a log of the activities performed in your Zoho Desk account is always useful. You know when a record was edited, or who added a record. Similarly, a log of the import activities is also useful in knowing who imported records, when it was imported and what were imported. The Import History page in Zoho Desk provides a clear picture of the recently imported files using the Import feature. You can see the following details under the import history:
  • Imported file name
  • Module's name to which the records are imported
  • The user's name who imported the records
  • Imported date and time
In the Import History page you can perform the following operations:
  • Check details of the import
  • Confirm the imported data
  • Undo the data import

To view import history:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. Under Import/Export menu, click Import History.
  4. In the Import History page, every import action will be recorded along with the details of the date and time that it was imported.



Confirm or Undo Imported Data
If you are satisfied after importing the data into Zoho Desk, confirm the operation  so that the data will be permanently added to your help desk account. You can also undo the import process and remove the imported records from Zoho Desk.
To confirm or undo the import activity:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Import/Export under Data Administration.
  3. Under Import/Export menu, click Import History.
  4. In the Import History page, the import entries are listed.
  5. Check an import entry and do one of the following:
    • Click Confirm to add the records to your help desk account.
    • Click Undo to rollback the action and remove the imported data.

Note:
  • Once confirmed, you cannot revert.
  • If you undo the imported Contacts, then the imported Accounts associated with those contacts will also be deleted.
  • If you undo the imported Accounts, then the imported Contacts associated with those accounts will also be deleted.

Frequently Asked Question
On what basis are the duplicate records identified during import?
While importing records, there are options to skip, overwrite and clone the duplicate records. All the duplicate records are identified based on some fields for each type of record. Following are the fields for each type of record:
  • Contact - Email
  • Account - Account Name
  • Products - Product Name

Also Read:     Importing an Article

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