Ticket Database Import

Frequently Asked Questions

Error: “Canceling statement due to statement timeout”

• Cause: Exceeding the row limit when uploading a file
• Solution: Split the file into parts containing no more than 1000 rows each

Error: “Expected string length between 1-255 characters”

This error occurs due to empty lines in the file.

1. Click the arrow → next to the error message
2. The system will automatically highlight the problematic row for correction

Orders imported with today’s date instead of original file date

1. Re-import the file
2. When mapping columns, specify the correspondence between:
   • Your date column
   • The “Order created” field in HelloClient

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How to Upload Files to HelloClient

Steps:

1. Go to the Orders module
2. Click More → Upload Data to HelloClient
3. Select your file via Choose File
4. Map your file fields to program fields

Important!

🔸 Files over 1000 rows must be split into parts
🔸 Use Skip First Row if your file contains headers
🔸 Errors appear in red — click the arrow to jump to problematic cells

Ticket Import Specification

Mandatory Columns

1. Ticket Number

   • Unique identifier for each ticket
   • Format: Any alphanumeric value (e.g., TKT-001)

2. Ticket Type

   • Predefined order types
   • Values: paid, warranty, on-site (case-sensitive)

3. Ticket Status

   • Current workflow state
   • Values: new, in progress, closed (case-sensitive)

4. Client Name

   • Full client name
   • Format: FirstName LastName (e.g., Alexey Ivanov)

5. Phone

   • International format without spaces/dashes
   • Multiple numbers allowed (comma-separated)
   • Example: +33899542354,+33123456789
   • Critical: Excel cells must be formatted as Text

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Recommended Columns

6. Ticket Created

   • Creation timestamp
   • Format: DD.MM.YYYY HH:MM:SS (e.g., 16.02.2024 14:12:39)
   • Excel format: Date and Time

7. Ticket Created By

   • Employee who created the ticket
   • Required for every row

8. Manager

   • Responsible manager
   • Required for every row

9. Executor

   • Primary task performer

10. Paid

    • Amount already paid by client
    • Format: Numeric without spaces (e.g., 500)

11. Services

    • Service line items format:
      Service Name - Quantity - UnitPrice
    • Multi-service example:
      Display module replacement - 1 - 500,Diagnostics - 1 - 20

12. Products

    • Product line items format:
      Product Name - Quantity - UnitPrice
    • Multi-product example:
      Power supply - 10 - 1000,Charger - 2 - 2500

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Field Reconciliation

Before importing:

1. Go to Settings → Ticket Fields
2. Verify custom fields exist (e.g., Recommendations, Executor's Notes)
3. Create missing fields using + Field button

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File Upload Process

1. File preparation:

   • Split files >1000 rows into multiple files
   • Save as .xlsx or .csv

2. Import steps:

   • Navigate to Tickets module
   • Click More → Load data into HelloClient
   • Select Choose file
   • Check Skip first line if headers exist
   • Map CSV columns to HelloClient fields

3. Error handling:
   • Red error messages indicate data issues
   • Click → arrow to navigate to problematic cell

Download Example File

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How to retain employee data when migrating from another program?

When uploading the “Tickets” file, HelloClient assigns automatic emails to employees.

The company owner can send us a support chat request to change the emails, where it is necessary to specify the email after uploading the file and the new employee’s email.

This way, employees will automatically see the orders they worked on.