If you are managing 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.
If you are using Kayako Classic 4.93.03 and lower versions, you will likely encounter this problem because it is a known bug that was identified in the older versions of Kayako Classic.
The good news is that this issue was fixed in the Kayako Classic 4.93.05 version release. Hence, you need to upgrade your helpdesk to the latest version (Kayako Classic 4.93.05 or higher) to resolve this issue.