> ## Documentation Index
> Fetch the complete documentation index at: https://docs.forepost.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Import data from your helpdesk

> Skip typing, drop a CSV export from Intercom, Zendesk, Front, or HubSpot.

Forepost can compute six of your eight Watchlist metrics from a CSV export of your helpdesk. No OAuth, no integration, no waiting on a vendor app store. Drop the file, watch the metrics populate.

## What you'll need

A CSV export from one of:

<CardGroup cols={2}>
  <Card title="Intercom" icon="message">
    Reports → Conversations → Export → CSV.
  </Card>

  <Card title="Zendesk" icon="headphones">
    Explore → Tickets → Export.
  </Card>

  <Card title="Front" icon="inbox">
    Analytics → Conversations → Export → CSV.
  </Card>

  <Card title="HubSpot" icon="ticket">
    Service Hub → Tickets → Actions → Export.
  </Card>
</CardGroup>

If you use a different tool, choose **Other**. Forepost will auto-detect by content rather than column name.

## How it works

1. **Settings → Metrics → Import data** in the app.
2. Pick your helpdesk.
3. Read the export instructions; do the export.
4. Drop the CSV into the upload zone (up to 20 MB).
5. Forepost parses the file **in your browser**, the rows themselves never leave your device.
6. A preview appears showing the six metrics that will be applied.
7. Click **Apply to workspace** to write them into your Settings form, then **Save changes**.

The status pill at the top shows: *Last import · Intercom · 1,847 rows · 12 minutes ago.*

## What gets computed

| Metric                             | From                                                                          |
| ---------------------------------- | ----------------------------------------------------------------------------- |
| Weekly volume + week-on-week delta | Row count, last 7 days vs prior 7 days                                        |
| CSAT + month-on-month delta        | Average rating, last 30 days vs prior 30 days                                 |
| First response time + delta        | Mean of `first_response_at − created_at`                                      |
| Open tickets                       | Status not in `closed`, `resolved`, `done`, `solved`, `archived`, `completed` |
| Backlog age                        | Days since the oldest open ticket                                             |
| One-touch resolution               | % of last-7-day closed tickets with reply count = 1                           |

CSAT ratings are auto-normalised. Forepost handles 1-5, 1-10, and 0-100 scales without configuration.

## When auto-detection misses something

If Forepost can't find a `created_at`-style column it'll prompt you to pick one, with a friendly message. For everything else you can click **▸ Adjust column mapping** to override any guess. Most exports work without ever opening that disclosure.

## What's not imported

**AI deflection rate** and **agent utilisation** stay as user-input fields, helpdesks don't expose them consistently, so guessing would be worse than asking.

## Privacy

Raw CSV rows are parsed in your browser and never sent to Forepost's servers. Only the computed aggregate metrics + a small import receipt (helpdesk type, row count, timestamp) are written to your workspace. The CSV file you uploaded is not retained anywhere.