Support Help

Import Data to Zoho Support

If you've been using a helpdesk software prior to Zoho Support, importing your existing data to Zoho Support is where you should start from. You can quickly import your customer support tickets, contacts, customer accounts, knowledgebase articles, products and tasks to start providing support right away.

Import by [Module] - You must import records by modules, wherein the records' ownership is automatically assigned. 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.

Availability

Profile Permission Required: Only Users with the Import permissions can import data.

Import Checklist

Before importing the data, please go through the following checklist:

  1. Permission
    Ensure that you've the access and privilege to import data to Zoho Support.
  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 Support must contain a value and shouldn't be left blank. The Import [Module] Wizard page will denote the mandatory fields in red.
  5. Check box Data
    Ensure that your Boolean or check box fields  contain proper values for conversion during the import process. For example -
    • If check box 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 Support fields.
    For example, while importing ticket information that contains a value for the product type drop-down list, 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. Date Time values
    The date value for the import data file must be in MM/DD/YYYY format and the date time value must be in MM/DD/YYYY 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 20,000 records/batch
    • Professional - Maximum of 10,000 records/batch
    • Free - Maximum of 2000 records/batch
    If your records exceed the specified limits mentioned above then you can split the records in two or more files and import them.

Import Tickets

If you were maintaining ticket data before purchasing Zoho Support, import the data to Zoho Support right away.

To import ticket data

  1. Click Setup.
  2. In the Setup page, and under the Organization section click Import/Export.
  3. In the Import Data page do the following:
    • Choose Import Tickets under the Select Module drop-down.
    • Browse to locate and select the required file that is to be imported and click Next.
  4. In the Import Tickets Wizard page, associate the fields in CSV file column header with the corresponding ticket fields in Zoho Support.
    (Mandatory fields should be properly mapped)
  5. Click Next to continue.
  6. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  7. Click Import.

Import Contacts

If you were maintaining customer information before purchasing Zoho Support, import the data to Zoho Support right away.

To import contact data

  1. Click Setup.
  2. In the Setup page, and under the Organization section click Import/Export.
  3. In the Import Data page do the following:
    • Choose Import Contacts under the Select Module drop-down.
    • Browse to locate and select the required file that is to be imported.
    • Select Skip, Overwrite or Clone for duplicate records and click Next.
  4. In the Import Contacts Wizard page, associate the fields in CSV file column header with the corresponding Contact fields in Zoho Support.
    (Mandatory fields should be properly mapped)
  5. Click Next to continue.
  6. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  7. Click Import.

Note

  • Follow the steps mentioned above to import customer accounts and products in Zoho Support.
  • Considering there are two records namely, A and B in your Zoho Support 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 Support.
Overwrite Imported Imported and the existing record is replaced with the imported one.
Clone Imported Imported and another record B is created along with the existing one.

Import Knowledgebase Articles

Knowledgebase articles helps your customers help themselves. So if you were maintaining FAQs and articles before purchasing Zoho Support, import the data to Zoho Support right away.

To import knowledgebase data

  1. Click Setup.
  2. In the Setup page, and under Organization section click Import/Export.
  3. In the Import Data page do the following:
    • Choose Import Articles under the Select Module drop-down.
    • Specify a Section under Articles to add the imported data underneath it. 
    • Browse to locate and select the required file that is to be imported and click Next.
  4. In the Import Articles Wizard page, associate the fields in CSV file column header with the corresponding article fields in Zoho Support.
    (Mandatory fields should be properly mapped)
  5. Click Next to continue.
  6. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  7. Click Import.

Import Tasks

If you'd created and maintained tasks information prior to using Zoho Support, you can import the data to Zoho Support right away.

To import tasks data

  1. Click Setup.
  2. In the Setup page, and under Organization section click Import/Export.
  3. In the Import Data page do the following:
    • Choose Import Tasks under the Select Module drop-down.
    • Browse to locate and select the required file that is to be imported and click Next.
    • In the Import Tasks Wizard page, associate the fields in CSV file column header with the corresponding task fields in Zoho Support.
      (Mandatory fields should be properly mapped)
    • Click Next to continue.
  4. In the Confirm Mapping section, verify whether all fields are mapped correctly.
  5. Click Import.

View Import History

The import history provides a detailed picture of the recently imported files. It contains the imported file name, import type, name and the imported time.

To view import history

  1. Click Setup.
  2. In the Setup page, and under Organization section click Import/Export and then click Import History.
  3. In the Import History page, the import details are displayed under Import History section.

In the Import History page you can perform the following operations:

  • Confirm the imported data
  • Rollback (delete) the imported data

Confirm Imported Data

After importing the data into Zoho Support, click Confirm to confirm the operation if you are satisfied, so that the data will be permanently added to your Zoho Support account.

Note

  • Once confirmed, you cannot revert to the original operation.

Rollback (delete) Imported Data

Click Rollback to permanently delete the data from your helpdesk account so that you can import the data again. This is useful in cases when the data is not imported properly and you prefer to import the same data again.

Note

  • If you delete the imported Accounts, then the imported Contacts associated to the accounts will also be deleted.

Frequently Asked Questions

    1. How are the duplicate records identified during an import?
    2. How can I avoid duplicate records while importing?

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