​
Overview

Support tickets, app reviews, product feedback, NPS and CSAT can be imported into Channels to be classified into actionable themes that your team can use to know what to build next. These can be brought in with one of our available integrations, via Zapier, or our API for a real-time sync. We also support CSV import for data from apps we do not support yet.

​
Import data via an integration

To connect an external data source, you’ll need access to it to authorize the specific permissions that Dovetail requires. If you don’t have the correct level of access and are unable to authorize, you’ll need to reach out to an internal team that can provide you with the correct access.
Once your channel is created, it’s time to start syncing your data points. At this time, you can connect directly to: Once you have an integration connected, we will sync new data in real-time.
  • To connect a new data source, open a channel, press + Add source, and select from the list of data sources.
  • Once your data source has been connected, select the data you wish to sync to your channel. You can choose a specific timeframe, teams, inboxes, or apps that you want Channels to analyze.
For example, if you select from 6 months, all existing data collected from the last 6 months will be added to your channel as a starting point. From there, any new data collected will be automatically synced into your channel over time.

​
Import data from a spreadsheet

You can also import NPS responses, support tickets, churn responses, and app reviews from a CSV spreadsheet. We recommend tidying up your spreadsheet first before importing into a channel including renaming important headings, identifying what column you wish to have analyzed and removing any data that you do not wish to import into Dovetail. Any dates must also be in ISO 8601 date format or YYYY-MM-DD HH:MM.
  • To connect a new data source, open a channel, press + Add source, and select from the list of data sources.
  • Once your CSV has been selected, you will need to indicate which column should be analyzed for classification once imported. To ensure the right data is analyzed:
    • Choose a column that has content you want analyzed. This is typically a comment or ticket.
    • Choose a column as date. This will allow you to apply filters to drill into specific time periods.
  • If you have additional columns in your spreadsheet (typically metadata fields), you can bring these into your channel as filters for segmentation.
  • Select Finish. Your channel will then start identifying themes and classifying your data points into these themes.

​
Import data via Zapier

After creating your channel, you can set up additional data source integrations in Zapier (note that Zapier must provide support for that data source). You can learn more about the 7,000+ apps you can integrate with Dovetail through Zapier here.
  • Create a trigger in Zapier for your data source.
  • Add the Create data point action for Dovetail. From there, you can also set any metadata information on Zapier.

​
Import data from the Dovetail API

After creating your channel, you can use the Dovetail API to create any custom integrations with your data sources. All instructions for using the Dovetail API can be found in our developer documentation.

​
FAQs