> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fincelo.app/llms.txt
> Use this file to discover all available pages before exploring further.

# CSV Import

> Import support tickets from any platform — including legacy systems with no API — via CSV upload.

## Overview

If your ticketing platform has no API or webhook support, export your tickets as CSV and upload to Fincelo. Works with any platform that can produce a table of data.

***

## Supported Platforms (CSV Export)

| Platform                 | Export Path                                              |
| ------------------------ | -------------------------------------------------------- |
| Zendesk                  | Admin → Reports → Overview → Export → CSV                |
| Freshdesk                | Analytics → Reports → Ticket Lifecycle → Export → CSV    |
| Jira                     | Issues → Your filter → Export CSV → All fields           |
| Kayako                   | Reports → Conversations → Export                         |
| HappyFox                 | Reports → Ticket Export → Select date range              |
| ServiceNow               | Incident List → Right-click column header → Export → CSV |
| Salesforce Service Cloud | Reports → Run Report → Export Details Only               |
| Any custom system        | Any database query or report exported as CSV             |

***

## How to Import

1. Fincelo → **Intelligence → Support → Import from CSV**
2. **Select your platform** (shows export instructions for each)
3. **Upload CSV file** (drag and drop or browse, max 10MB)
4. Fincelo **auto-detects column names** — works with any naming convention
5. **Review column mapping** — adjust if needed
6. **Preview** first 5 rows
7. Click **Start Import**

***

## Column Auto-Detection

Fincelo recognises column names across all major platforms automatically:

| Fincelo Field  | Recognised Column Names                              |
| -------------- | ---------------------------------------------------- |
| Ticket ID      | `id`, `ticket_id`, `#`, `case_id`, `number`          |
| Subject        | `subject`, `title`, `summary`, `issue`               |
| Customer Email | `email`, `requester_email`, `customer_email`, `from` |
| Status         | `status`, `state`, `ticket_status`                   |
| Priority       | `priority`, `urgency`, `severity`                    |
| Created Date   | `created_at`, `date_created`, `opened_at`            |
| Category       | `category`, `type`, `ticket_type`                    |
| Tags           | `tags`, `labels`                                     |

If a column isn't detected automatically, map it manually in the mapping interface.

***

## After Import

Once imported:

* AI sentiment analysis runs automatically on all tickets
* Customers are matched to Fincelo records by email domain
* Churn predictor updated for matched customers
* CFO morning brief updated
* Customer playbooks generated for at-risk accounts

***

## Deduplication

If you import the same CSV twice, Fincelo uses the Ticket ID to skip already-imported records. Safe to re-import without creating duplicates.

***

## Download Sample Template

Not sure about the format? Download Fincelo's sample CSV template:

**Intelligence → Support → Import from CSV → Download sample template**

The template includes all supported columns with example data.