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Hi - 

 

Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields" 

 

A popup then says : 

Fill any one unique field

Emails
External ID

 

… WHERE are those fields supposed to be?  I cant see them on the mapping or original csv I'm importing.  Do I add them?  Kindly clarify, confusedly, Jason

Hi there,

 

Before migrating CSV files, check the templates provided by Freshdesk. Or look through the Freshdesk Support. There’s an example where an email should be placed. In addition, check the following things:

  • Column headers in CSV files include names for fields like Name, Email, Title, etc.

  • The CSV file must contain Name and Email address or Name and Phone number.

  • Whenever two email addresses are associated with the same contact, you should use "||".

  • You can add up to 10 emails for one contact.

However, if you use a third-party app like Help Desk Migration then the peculiarities can be different. If you import CSV files to Freshdesk, be sure to include:

  • Ticket ID

  • Subject

  • Description

  • Type

  • Status

  • Priority

  • Agent email

  • Agent name 

For more details on CSV import via a third-party app, check this page.

 

Best regards, 

Tetiana

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