Handling identifiers during an import

Handling identifiers during an import

Importing your data

When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean and well-organised database, which is essential for effective data management and security.


 
Zoho Desk provides robust functionality for importing your data. The system intelligently automates the mapping of modules and fields to reduce the risk of data loss and maintain data integrity. Users have the advantage of verifying the field mappings in advance, thus adding an extra layer of security to the import process.
 
This capability is essential not only for clarity but also in mitigating the challenges associated with user adoption. For instance, clients can be accurately mapped to the Contact name field, while company names can seamlessly align with the Account name field. This approach to data management helps maintain an organised database, thereby enhancing productivity and user trust in the system. 

Related knowledge base article: Importing data into Zoho Desk.
Info
Prerequisites
  • Users can upload a .csv file or a .zip file containing multiple .csv files. 
  • The .zip file must be named, for example, Contacts.zip, Accounts.zip, etc.

Working with the Identifier Field

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



What are the Identifier Fields?  

Identifier fields are fields used to find and match existing records when importing data into the product. They also help link related records, like connecting a contact’s name with their email address.

Each module supports different unique identifier fields for identification, as described in the table below:


Module

Unique Identifier Fields

Accounts

Account ID 

Account External ID

Account Name

Contacts

Contact ID

Contact External ID 

Last Name

First Name

Email

Phone Number

Mobile

Tickets

Ticket ID

Ticket External ID

Ticket Number

Products

Product ID

Product External ID

Product Name

Tasks

TaskId

Task External ID

Calls

Call ID

Call External ID

Events

Event ID

Event External ID

Article Translation

Translation: External ID

Translation ID

Custom Modules

Record External ID

Custom Module Name


Idea

Points to remember:

  • While these fields help find matching records.
  • So, if multiple records match the value, the first matching record will be selected automatically.
  • This can lead to unexpected matches or data being updated in the wrong record if you're not careful.

For your understanding:

Some users expressed a preference for matching Contacts by Last Name instead of Email, highlighting the importance of flexibility in their workflow. Furthermore, some additional users approached matching through the use of a custom field, emphasising the need for tailored solutions to fit their unique requirements. Moreover, users requested that the functionality be enhanced by updating existing records with the relevant entity's Zoho Desk ID, aiming to streamline their processes and improve data accuracy.

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.

 

You can now select specific fields for matching, providing enhanced control and customization during bulk processes or integrations. This functionality enables more precise data handling, ensuring that the information aligns with your specific requirements. By tailoring the matching criteria, you can streamline processes, ultimately leading to enhanced efficiency and better outcomes for your team. This flexibility enables you to harness the full potential of your data.

Import Systems

Let's start by preparing the CSV file.

A sample tickets module CSV file is given below,


External ID

Subject

Contact Email

Contact Name

About

101

Hitman

rohit@bcci.com

Sharma

Rohit Sharma's journey from a gifted schoolboy to an international icon and fierce competitor reflects resilience, elegance, and remarkable leadership.

102

King Kohli

virat@bcci.com

Virat

Virat Kohli is a world-renowned Indian cricketer known for his aggressive batting, unmatched consistency, and passionate leadership across all forms of the game.

103

Lambu Ishanth

ishanth@bcci.com

Sharma

Ishant Sharma is a tall and experienced Indian fast bowler known for his 300 test wickets and key performances in overseas conditions.


Then choose the appropriate Find By identifier field.

The Find By field is selected from a predefined set of fields specific to each module. It is used to determine whether a record already exists in Zoho Desk.


When using the import tool, the system searches the Desk portal for a record (e.g., a ticket) that matches the value mapped to the selected Find By field. This prevents duplicate records by identifying existing entries based on the chosen field.  

​
  • Once the file is uploaded, you need to choose a Find By Field — for instance, Ticket External ID.
  • Whichever Find By field we choose must correspond to the relevant column in the CSV file. Since we've selected the Ticket External ID, the Case External ID column in your file should be mapped to the Ticket External IDfield.
QuoteIf the chosen operation is to 'create new records while avoiding duplicates', and there is no existing ticket with the External ID 101, the import tool will generate a new ticket using the mapped fields. To associate the ticket to the correct Contact, the import tool utilizes the Map By field feature.

Finally, choose the appropriate Map By field.

The Map By field enables users to link imported records to their corresponding dependent records, such as associating a ticket with a specific contact. This functionality ensures that when you import ticket data, the import tool actively searches for a matching Contact in Zoho Desk based on the value defined in the selected Map By field.


For instance, during the field mapping process, you can specifically choose to map the Ticket to a Contact using criteria such as the Contact's email ID. This approach enhances the accuracy of data integration by ensuring that each ticket is correctly associated with the relevant Contact, thereby improving data integrity and streamlining the support process. This meticulous mapping not only minimizes the chances of errors but also facilitates a more organized and efficient ticket management system, ultimately leading to improved customer experiences and satisfaction.


Idea

Map by identifier field functionality

The tool efficiently searches for contacts associated with the provided email address.    


Search: When a user submits a ticket, the system initiates a search for contacts associated with the specified email address.   


Match found: If a single match is identified, the ticket is seamlessly associated with that Contact, ensuring that all relevant customer information is readily accessible for support agents.   


Multiple Matches: If numerous contacts are found with the same email address, the system will prioritize and use the first match. This helps streamline the ticketing process while maintaining clarity in customer support.   


No Match Found: If no matches are found within the system, the ticket will not be created. This prevents unnecessary duplication and ensures that support agents are only working with valid, existing customer records. 

In summary, the strategic use of Custom Unique Fields and External ID fields as identifiers, along with the potential for composite identifiers, positions support teams to operate more effectively and improve overall customer interactions.

Significant 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, streamlining 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 directly from the history page in the event of import failures. This enhancement provides users with greater insight into any issues, facilitating 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.

Takeaway

For instance, a large corporation merging client data from multiple legacy systems into Zoho Desk modules will benefit significantly from automatic field mapping, ensuring 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 Desk updates.
 
Cheers,
 
Kavya Rao
The Zoho Desk Team

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next