If you are maintaining your clients' or end-users' database from other CRMs or mailing lists, you can import this database information into Kayako in a CSV file format. However, there may be cases where not all fields in the file get imported to Kayako.
This article explains why this issue is occurring and provides instructions on how to fix it.
The issue mentioned above is a known bug that was identified in the older versions of Kayako Classic.
Kayako Classic 4.93.03 and Lower Versions
If you are using the Kayako Classic 4.93.03 and lower versions, you will likely encounter this problem when trying to import the database.
The good news is that this issue was fixed in the Kayako Classic 4.93.05 release. Therefore, to resolve this issue, you need to upgrade your helpdesk to the latest version (Kayako Classic 4.93.05 or higher).
Kayako Classic OnDemand
If you are a Kayako Classic OnDemand customer and you are having this issue on your helpdesk, please contact our support team by clicking the Submit a ticket button at the top of this page. We will facilitate the upgrade of your helpdesk at the backend.