Points to remember: 

1.  These fields help find matching records. 
2.  If multiple records match the value, the first matching record will be selected automatically. 
3. This can lead to unexpected matches or data being updated in the wrong record if you're not careful. 
   

Background:

• Some users expressed a preference for matching Contacts by Last Name instead of Email, highlighting the importance of flexibility in their workflow. 
• Other users approached matching through the use of a custom field, emphasizing the need for tailored solutions to fit their unique requirements. 
• We also heard from many users who requested that the functionality be enhanced by updating existing records with the relevant entity's Zoho Desk ID to streamline their processes and improve data accuracy.

Working with the Identifier Field

When importing data into Zoho Desk, the Identifier Field is important because it helps identify existing records and avoid duplicate entries. 

Commonly used identifier fields

• Find By is used to identify an existing record during the import process.
• Map By is utilized to link a child record to a parent record, for instance, by linking a Contact to a Ticket.
  

Improvements in user experience 

Transparent process and status tracking 

We’ve implemented a straightforward, step-by-step process for data imports, complete with real-time status updates for each stage. This transparency enables users to monitor import progress and understand the current state of the process.

Unique identifiers for entity mapping 

New fields have been introduced to help users identify if a parent entity already exists when importing related child entities. For example, users can seamlessly map a contact to an existing account in Zoho Desk to streamline the import process while minimizing the risk of duplicate entries.

Enhanced error handling and log accessibility

We’ve made significant improvements in error handling by allowing users to download detailed error logs right from the history page in case of import failures. This enhancement provides users with greater insight into any issues and facilitates faster troubleshooting and resolution.

Support for custom modules

The import UI has been revamped to support custom modules, providing users with greater flexibility and customization options. This enables a more personalized and efficient data import experience.

Coming up soon

Custom unique fields

Identifying key data points, such as a Customer ID in the Contact Module, ensures that every customer has a distinct reference, which streamlines ticket management and resolution. By establishing these fields as identifiers, support agents can quickly access and update customer records, enhancing response times and accuracy.

External ID fields 

Integration with various systems often generates External ID fields, such as CRM ID, Invoice ID, and Bug ID. Utilizingthese fields as identifiers enables agents to cross-reference relevant records seamlessly. When records need to be updated or retrieved from different systems, these unique identifiers are crucial in maintaining data consistency across platforms.

Composite identifier fields

Often, relying solely on a single identifier may not be sufficient to pinpoint a customer accurately or a record.Implementing multiple fields as composite identifiers can enhance data integrity and accuracy. For example, considering both the Last Name and Email of a contact can significantly reduce errors in data retrieval and ensure that support inquiries are directed and resolved correctly.

Wrapping up

Using these features positions support teams to operate more effectively and improve overall customer interactions. For instance, a large corporation merging client data from multiple legacy systems into Zoho Desk modules will benefit significantly from automatic field mapping to ensure that contact and account names are accurately aligned. This attention to detail not only improves the user experience but also enhances overall data integrity during the merging process.

Please stay tuned for more in the Desk behind-the-scenes series.

Regards,

Kavya Rao

The Zoho Desk Team

Also, read:

Behind the scenes of a successful ticketing system (BTS Series)

• Narrative 12: Sandbox - Testing without the risk
• Narrative 11: Are your customers happy?
• Narrative 10: Assignment Rules - Streamlining Ticket Management
• Narrative 9 - GC—Meaningful conversations that benefit your customers
• Narrative 8 - Intelligent in-app support that's instantly available anytime and anywhere
• Narrative 7 - The importance of data sharing
• Narrative 6 - The impact of rebranding
• Narrative 5 - The essential role of SLAs
• Narrative 4 - Exploring the support channels
• Narrative 3 - Comprehending user management
• Narrative 2 - Understanding organizational departments
• Narrative 1 - The significance of a business account