Freshservice's contact import feature can be a great asset to quickly add all your customer and company data to your help desk. However, sometimes import issues may arise in a trial account, leaving the customer in the dark and unable to import contacts.

Here's a step-by-step guide to help you troubleshoot and resolve contact import issues in a Freshservice trial account.

The process may get stuck when attempting to import contacts, and the customer does not receive any update email about the import. Instead, they receive an error message that reads, "An Import is already in progress. You may try later". This error message locks the customer from doing further imports until the process is stopped from the backend.

Root Cause:
A spam filter code is in place that checks the authenticity of the account. If the account is in trial and has less than 10 tickets, the import process is blocked. The reason for blocking the import is that some advertising companies may sign up for the portal and edit the "User activation mail" to have their advertising content. By importing their user base in the portal, they can trigger their ad emails in one go, causing an increase in the load at Freshservice's end.

If you're facing import issues in a Freshservice trial account, follow these steps to resolve the issue:

Step 1: Create more than 10 tickets
Create more than 10 tickets in the Service Desk. This automatically adds the account to the allow list, and the import process will not be blocked. This is the quickest and easiest solution to the problem.

Step 2: Contact Freshservice support
If the issue persists, contact Freshservice support for assistance. The support team will be able to help you investigate the issue and provide you with the necessary guidance to resolve the problem.