This guide helps you resolve common issues when importing tickets into Smart Support and provides developer-focused resources like error codes, hooks, and database references.

Common Issues & Fixes

1. File Upload Fails

• Possible Causes
  • File size exceeds limit (default 10MB).
  • Unsupported format (only CSV, JSON, XML allowed).
  • File is corrupted or incomplete.
• Solutions
  • Check file size and split into smaller files if needed.
  • Ensure the file format matches supported formats.
  • Re-export the file from the source system.

2. Validation Errors

• Possible Causes
  • Required fields are missing.
  • Field names don’t match expected structure.
  • Invalid data types.
• Solutions
  • Ensure required fields (title, content, customer_email) are included.
  • Use the correct headers for CSV or proper field names for JSON/XML.
  • Review field mapping reference in Configuration & Advanced Options.

3. Import Failures

• Possible Causes
  • User creation permissions not available.
  • Duplicate or invalid email addresses.
  • Server timeout during batch processing.
• Solutions
  • Enable user creation in import options.
  • Clean up duplicate/invalid emails in the source file.
  • Reduce batch size in advanced configuration.

4. Missing Data After Import

• Possible Causes
  • Incorrect field mapping.
  • Source system export missing fields.
• Solutions
  • Verify field mapping configuration.
  • Ensure the source system export includes required fields.
  • Manually adjust mapping using developer filters.

Error Messages Reference

Best Practices

• Test with small files before importing full datasets.
• Backup your database prior to large imports.
• Review field mapping for every source system.
• Monitor import logs for errors and warnings.
• Clean duplicates after import if necessary.

Developer Resources

Hooks & Filters

Modify Import Options

add_filter('smart_support_importer_options', function($options) {
    $options['max_file_size'] = 20971520; // 20MB
    $options['batch_size'] = 100; // Custom batch size
    return $options;
});

Custom Field Mapping

add_filter('smart_support_importer_field_mapping', function($mapping, $source_system) {
    if ($source_system === 'zendesk') {
        $mapping['custom_field'] = 'custom_field_value';
    }
    return $mapping;
}, 10, 2);

Database Tables

The importer stores data in dedicated tables:

Changelog Highlights

• Version 1.0.0
  • Initial release
  • Support for 6 systems (Zendesk, Awesome Support, Fluent Support, SupportCandy, Heroic Inbox, KB Support)
  • CSV, JSON, XML file support
  • Batch processing, error handling, import history