In TDS CRM, you can also create trouble tickets by importing from external sources. To import trouble tickets, keep the following considerations in mind:

• You should have trouble ticket information in a form of .csv file.
• There should not be any apostrophe in the .csv file.
• Close the .csv file and related spreadsheets before importing the .csv file

After ensuring the above requirements, you can start importing the tickets. The following steps will guide you through the import procedure

• Go to Support > Trouble Tickets.
• Click the Import icon from the toolbar. It will direct you to the import window from where you can perform the four steps required for importing the tickets.
• First Step: Browse and specify the .csv file. Check the option of Header if there is any header information in the .csv file. Select the Delimiter and Format from the drop-down list. Click Next.
• Second step: Map the custom fields with the header rows in .csv file. The fields of Status and Title are essential to map. To use an already created mapping pattern, check the option of use saved mapping and select the mapping pattern from the drop-down list. To save the mapping, select the option of save as custom mapping and give it a name in the given field.
• Third step: This step is for the users who want to enable duplicate merging. You can skip this step if you do not want it. Once you enabled the duplicate merging, and then select the option of manual merging or auto merging as per your requirements. Next, select the match fields to find the duplicate records. After you are done with settings, click the import now button.
• Fourth step: This will show the number of records imported successfully and number of records omitted due to missing fields. Here you will find following four buttons that you can use to perform different functions:
• Finished: To finish the import process
• Import more: To import more tickets
• Undo last import: For removing the last import
• Last imported: To view the last import