SERIOUSLY! Contact Importing is NOT working

  • 29 August 2020
  • 2 replies

This is the second time I am posting this issue.  I originally posted yesterday and when I had not seen a response I started doing more digging and my posting is no where to be seen.

We are trying to evaluate Freshdesk and it would be nice to get some questions answered .  Hopefully, you will get this forum fixed to not drop new submissions.

The problem that we are having is that a single record from our system was being imported into the Contacts.  The fields that we were using was matched up to yours.

The import button was pressed and by all accounts it appeared to work.  No email ever came and this same test was attempted two more times.

Upon going into the Contacts area this afternoon I only see one contact that I created manually.  I don't see the record that was being imported.  AND I am seeing the test contacts that I assume Freshdesk loaded being slowly added back.  I do not want that test data.  I want our data so that we can continue our evaluation.

Please respond.


2 replies

Userlevel 2
Badge +2

Hi there,


I’ve replied to your first question. But in case you haven’t noticed, I’ll answer here too. 

If you want to import via a native Freshdesk importer, be sure to include Name and Phone number or Name and Email address. Without this information, you cannot import CSV files.

In addition, check the following things:

  1. Email addresses and URLs should be formatted correctly.

  2. Put “||” between two email addresses if you have so.

  3. A checkbox field only accepts yes or no.

  4. You should have the country code clearly specified so Freshdesk would recognize your phone numbers.

You can also import data via CSV files or from a source platform. This way, you can connect both the source platform and Freshdesk. Then select the data you want to transfer, whether you only want contacts or all records.

I hope it might work for you.


Best regards, 


Buddy - We are sorry to hear that you are facing issues with the contact import. 

I see that one of our support stars have reached out to you via this ticket this ticket and have requested for a few details to resolve this for you.

Could you please take a look and let us know?