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PRE-REQUISITES:

1. Dropdown: In case the field type is a drop-down, ensure all values under that specific column is already present in the Freshworks CRM custom fields. If not, create the value before adding the account. 2. The Product name is a unique field. Multiple accounts with the same Product name cannot be created


Supported file format: CSV and XLSX. Please convert all your files into a CSV or XLSX before attempting to import data using Freshworks CRM.

There are 4 important things that you need to do to import accounts from a CSV or XLSX file. They are described in detail below:

1. Preparing your CSV/ XLSX file

2. Importing the file

3. Mapping fields

4. Reasons for failure of data import 


1. Preparing your CSV/XLSX file:

  • The email address of the user under the column Owner should be the same as the one used during that specific user’s configuration. This would ensure correct mapping during import.

  • The file size should not exceed 5 MB.

  • Required columns: Ensure your .CSV/.XLSX has the required column, Name (product name).

  • If you need to create custom fields then create them before you begin the import.

  • To map your column as a drop-down field (both default and custom drop-down fields), add the choices for that drop down before you begin the import.

  • If any field is a multi-select field, the values of the field should be separated by a semicolon(;) in the .CSV/.XLSX file.

    Note: 
    • Multi-select fields are supported for both with and without overwrite import options
    • If you also want to import the corresponding Parent products, the match is done by the Parent Product’s name and not ID

 


2. Importing the file:

To import Products,

  1. Click on Products > Choose Import Products under the Add Products button

  2. If you are an admin you can also import products by going to Admin Settings >  DATA IMPORT > Products Import

  3. In the Import Products overlay, click Drop or upload your file here and browse through the files on your device to choose the desired CSV/XLSX file. 

  4. To replace the uploaded file, click Remove and start afresh.

  5. Once you've uploaded a CSV/XLSX file, choose one of three options

    • Create new products - This creates all the data from the CSV/XLSX file as new records in Freshworks CRM and does not look for duplicates.

    • Create new and update existing products (without overwrite):
      Identifies matching records between the CSV/XLSX file and records in Freshworks CRM and updates only the fields that are empty.

    • Create new and update existing products (with overwrite): Identifies matching records between the CSV/XLSX file and records in Freshworks CRM and overwrites the values present in the field. 

  • Duplicates are matched based on Freshworks CRM ID

  • Skip import for all duplicate records
    You can opt to skip import for all duplicate records. This will prevent Freshworks CRM from updating records that are already present on the CRM. You will also receive an import summary email with a CSV/XLSX file containing all the skipped records.

  • Click to map the Freshworks CRM fields.
     


3. Mapping columns of the CSV/XLSX to fields:

The Map Columns in your file to fields in Freshworks CRM overlay that you now see is exclusively for mapping the columns in your CSV/XLSX file with the fields available in Freshworks CRM.

Mapping the fields is critical to the success of the import, so here’s a list of know-how to help you do it right.

  • If there are columns that you do not wish to import, you can skip those columns by simply not mapping them with any field. 

  • As fields get mapped, they become unavailable for mapping with another column (Fields are distinct).

  • If you want to map a field that has already been mapped with a column to another column, you will have to remove that mapping. The field that is removed now becomes available for mapping with other columns. 

  • Lastly, make sure the field type matches the type of value in the column.

  • After you’re done mapping the fields, hit Import.

  • Once the import is done, you will receive a confirmation email with the import log of successful and errored record logs.

  • Click on Products > Choose Import History under the Add Products button. Click Download on the error log file. You can find reasons for the failure of import mentioned in the errored record logs. Fix the errors in the file and re-upload to CSV/XLSX file to import the missed out records.


4. Reasons for failure of data import.

Why did some of my data not get imported?

 When importing accounts, these are the possible reasons for the failure of data import: 

  • Invalid email address - If the email addresses in your CSV/XLSX file aren’t of the proper format (e.g: jamesampleton@sales, jeangrey.com) 

  • Unmapped Columns - Columns that aren’t mapped with any of the fields in Freshworks CRM.

  • Improper Field Type - If the field type is different from the type of value in the column.

  • Drop-down Values - If you’re mapping a column with values for a picklist (such as Radio button/Checkbox/Drop down menu) with a field in Freshworks CRM (also a picklist), you need to double-check that the values in the column match with the choices of the field (picklist) in Freshworks CRM. For e.g: If you’ve got a column that has the values 1, 2, 3 for the “Product grade/version” and want to map it to a radio button (field) in Freshworks CRM, make sure that that radio button has 1, 2, 3 as the field’s choices.

  • Checkbox column values: If you want to map one of the fields as a checkbox, it should only contain True or False. If not, the import for that column would remain blank and the process will move on.