Import feedback from CSV

A CSV import is the quickest way to bring in a backlog: an export from your helpdesk, a survey, a spreadsheet of interview notes or a list of customer accounts.

Who can do this: anyone who can capture feedback.

Prepare your file

• Use a UTF-8 CSV file of up to 5 MB and 10,000 data rows.
• Put column names in the first row.
• For feedback, you need one column with the feedback text. Everything else is optional.

CustomerSaid understands these fields: feedback content, title, customer email, customer name, company name, company domain, company revenue, currency, received date and tags. Common header names such as "email" or "company" are recognized without regard to capitalization, and you can change the mapping.

Run an import

1. In Feedback, choose Import CSV.
2. Choose whether you are importing feedback or companies.
3. Upload your file. A preview shows how your columns were mapped and flags problem rows.
4. Adjust the mapping if needed.
5. Choose whether to analyze each item with AI, then start the import.

The import runs in the background in small batches, so large files do not block you. Items appear in Feedback as they are saved, and analyzed if you chose that.

Importing companies

A companies import creates or updates accounts without needing feedback text. A row needs a company name, a domain or both. Revenue on existing companies changes only if you opt in. Revenue is stored in annual terms, and the currency column is checked but not converted.

Duplicates and bad rows

• Rows with the same text, customer email and received date are treated as duplicates and skipped.
• A row that fails validation does not stop the others. The import finishes as "completed with errors" and tells you how many rows were imported out of the total.

Limits

You can run 20 previews and 20 imports per hour.

Troubleshooting

The preview shows no rows. Check that the file is a UTF-8 CSV with a header row and that the feedback column is mapped.

Fewer rows were imported than I uploaded. Duplicates and invalid rows are skipped. The result shows the counts.

Revenue did not change. Existing company revenue is only overwritten if you opt in during the import. Revenue also needs the right permission to view or update.