Kaja

Hi Gregg,

There are 2 things to consider here because importing deals is slightly different than importing leads or contacts as it requires to have a contact attached to it.


When you want to import new deals you need to navigate to the import section
https://yourdomain.zendesk.com/sales/settings/imports
→then click import new data
​→Next, select the CSV option​ (assuming this is the most interchangeable format and your other system can export it or you can export to excel then csv)
→Then, select Import Deals & contacts and select your pipeline
​
What is very important here is that each deal has to have a contact specified in the CSV file.
This can be a contact that exists already (and you can match/deduplicate by the phone number or email best in your deduplication settings) or it can be a new one.

The duplication settings live here:
https://yourdomain.zendesk.com/sales/settings/deduplication​

If a contact is already in your account it will be matched based on email, phone number (and there are other settings available too) and attached to the deal.
If a contact for a deal does not exist it will be created and attached to ​the deal.
But it is best to leave it at default for best experience if you don't have any specific setup or pre existing contacts.

It is important that your pipeline stage matches your actual stages, other custom fields can also be included​.

If you don't include the owner or Added on they will be added as default values (current user, current date).
It is good to play around with a test file especially that the changes can be reverted in the import section.

Next, when you have selected Import Deals & contacts and select your pipeline it is time for setting how you want the data to be imported
whether you want it to be overwritten, stored in extra field etc.

Next, it is time for mapping - this is the time when you make sure the data goes into the correct place​
(refer to the mapping mentioned in https://support.zendesk.com/hc/en-us/articles/4408845246746-Importing-deals-using-a-CSV-file)

In some cases you may have the contact first name and last name in one column so then you can choose the option to split First Name and last name.
Also best to  select ​​contact email address rather than the company email since we want to make sure my contacts are matched.

Then you are in the summary section where you can review what is going where and then you can just click import.


2. When you want to batch update the deals you already have (existing deals):

You can use this guide:
Using smart lists to batch update and take action on your leads, contacts, and deals

You would have to export the chosen deals via Smart List, update your data in excel or elsewhere, and then when importing choose  "update your data" and select "update deals".

The deduplication rules work here as well as long as you have them set accordingly,
Managing duplication settings


I hope this clarifies things for you a bit
 

Question

My Sell number isn't from Singapore but I can receive calls from Singapore. However, I can't make outgoing calls to Singapore anymore. Why is that? 

Answer 

The authorities for Singapore telecoms have strong anti-fraud measures, particularly concerning VoIP numbers. Calls can only be made on a best-effort basis. The call blocking is part of the "Implementation of Measures to Address Spoofed Calls" regulatory code which went into effect in 2020.

To be able to make outgoing calls to Singapore, purchase a Singapore National number which is available for companies with foreign addresses after appropriate document verification. The delivery time is up to three weeks.

Note that Sell numbers are fixed which means that one user can have only one number, and you can't rotate them. For more information, see this article: Activating Sell Voice.

If you need your agents to rotate numbers, use Aircall for Sell from the Zendesk Marketplace. This is a plug-in that works with Sell and allows your agents to rotate the numbers. To procure a Singapore number, contact.

Hi Roland,

At the moment document export has been paused. We do not have an ETA for when this feature will be back but our teams are working on improving this experience. Apologies for the inconvenience.