Import Ticket Data

1. Feature Overview

This feature allows you to import ticket data into LeadSquared through an XLSX file.

LeadSquared Service CRM

 

2. Prerequisites

  • Service CRM is a paid feature. To enable it, contact your account manager, or write to scsupport@leadsquared.com.
  • You must be a Service CRM Admin to import tickets into your account.

 

3. Import Tickets

Once you log in to LeadSquared (https://login.leadsquared.com/) –

  1. Navigate to My Profile>Settings>Service Cloud.
  2. On the Service Cloud Settings page, under Manage Your Data, click Import Tickets.
  3. On the Import Tickets page, click the Import Tickets button.
    • A sample XLSX file is provided to help you understand the required file format and structure. It is highly recommended to use this sample file, especially the first time you perform the import action.
  4. Click the Drag and Drop files or Browse box, select the XLSX file from your device, and click Open.
  5. If the import is successful, you’ll get a confirmation message after a few minutes.
    • You can download a report of the tickets created using the LeadSquared Service CRM Chat icon. This report contains the unique ticket ID.
    • You’ll be able to see the tickets on the Ticket Views page.

Note:

  • The field names in your XLSX file must exactly match the ticket field names in LeadSquared. If there’s a mismatch, such as “Ticket status” in the file and “Ticket Status” in LeadSquared, the import will fail, and you’ll receive an error notification.
  • The following ticket fields, along with their relevant data, are mandatory in the XLSX file –
    • Ticket Subject
    • Customer Email or Phone Number
    • Channel
  • The Channel ticket field is not available by default in the sample file. You must manually add this column in the file.
  • If your file includes a “Ticket Create Date” field, the values for this field must be in UTC format (yy/mm/dd hh:mm:ss).
    • The “Ticket Create Date” field can only include past or present dates. Future dates are not supported.
  • For dropdown fields, only values already available in the corresponding dropdown in your LeadSquared account can be included in the XLSX file.

LeadSquared Service CRM

 

4. Other Actions

Access the ticket success and failure records from the Import Tickets screen. These records can be downloaded as a Microsoft Excel file. The download link will remain available for one day after the import action is performed.

You can also filter the status page by –

  • Requested By – The admin user who performed the import action.
  • Requested At – The time frame during which import actions were performed.

LeadSquared Service CRM

 

Any Questions?

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