Import data to channels

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.

Once your channel is created, it's time to start syncing your data points. At this time, you can connect directly to:

• Support ticket platforms Front, Intercom, Jira Service Management, Freshdesk, HubSpot Service Hub, and Zendesk

• App reviews from the Google Play store, Apple App store, and G2

• In-product feedback collected via Pendo

• Any feedback tool that has an integration with Zapier, or via our Public API

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.

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.

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.

After creating your channel, you can use the Dovetail API to create any custom integrations with your data sources.

• Create a personal API key to authorize the integration.

• Once you create the API key, connect to the Channels endpoint.

All instructions for using the Dovetail API can be found in our developer documentation.

What happens when I hit the data points limit for the month?

Once you reach the usage limit for the month, no new data points will appear in your channel. You can continue to access all data that has been imported previously, move data points, and update the themes list.

This also means that there will be no extra charges for overages and if necessary, you can choose to upgrade your data usage for your plan.

The usage period resets every month from the workspace original billing date. This is applicable for subscriptions billed on both a monthly and yearly cycle.

How is our data being used?

For details on your data, see Responsible Use on Dovetail AI features.