Migrate your data from other ticketing system to HelpDesk

Rafal Kloc
6 min read
updated: Oct 21, 2019

Data migration from other vendors to HelpDesk

It may happen that you need to migrate your data to HelpDesk.

If you switch from another help desk software or you currently use email providers like Gmail, you can transfer your ticketing system data to HelpDesk. Thanks to our partnership with the Help Desk Migration service, your data migration is smooth and straightforward.

We’ll be happy to help you with this process. If you’re interested, contact us through chat.

Below, you’ll find a step-by-step guide on how to migrate data by yourself using Help Desk Migration software.

What you can import to HelpDesk

  • Tickets
  • Contacts
  • Agents
  • Groups
  • Replies
  • Public and Private Notes
  • Tags

* note that this list is generalized. The types of records you can migrate depend on the source platform.

Contact our team or start setting up your migration to see the exact list of migrated records.

Some prep work to do before you begin

Clean up your data

Note that in HelpDesk, you can create up to 100 agent profiles, groups, and tags. If you exceed this limit, the migration will stop. So, you might want to clean up your data in the source help desk before initiating the migration.

Check your API limits

Once you have your Demo ready and you know the number of records, you might want to reach our team to increase your API limits. If you have a lot of records, this will help speed up your transition to HelpDesk software.

Choose a good time

Depending on the volume of data you are migrating, the process might take from several hours to a couple of days. You should choose a time when you get the least new tickets, so there are less data to re-key once the migration is complete.

How to migrate your data to HelpDesk

Step 1. Sign up for Help Desk Migration service

Open the Migration Wizard and create your account.

Sign up for Help Desk Migration service

Use a valid email address and phone, so our partners update you on the migration process or reach out to you in case of any questions. Create a strong password and hit Sign Up.

You might want to use a generic corporate email that doesn’t belong to a specific employee. That way it will be easier to access the migration in case it is handled by multiple people.
You might want to use a generic corporate email that doesn’t belong to a specific employee. That way it will be easier to access the migration in case it is handled by multiple people.

Step 2. Choose the data source

Your migration begins with choosing the help desk from which you want to export data.

Click the select box and find your help desk on the list. Use the search bar to spot your help desk quickly.

Choose data source provider

Next, provide credentials our partner’s tool needs to migrate data. When you’re done, click Continue.


Step 3. Grant access to HelpDesk account

After connecting the source help desk, you need to log in to your HelpDesk account. Click the select box and choose HelpDesk. Then, click Continue. You will be directed to the authorization page where you need to log into your HelpDesk account as you usually do.

Once HelpDesk is connected, you will automatically skip over to the next step.


Step 4. Select data you want to migrate

Once both platforms are connected, the Migration Wizard will ask you to choose the data you would like to migrate. You will see a full list of records that you can move using the tool from a specified help desk.

Choose the data you want to migrate to HelpDesk

Check the box to choose a record. Check all the boxes and click the Map fields button next to Tickets.

Important: You cannot import Contacts or Tickets alone. To keep data and relations correct, you need to migrate all objects.
Important: You cannot import Contacts or Tickets alone. To keep data and relations correct, you need to migrate all objects.

Step 4.1. Match up ticket fields

You have the option to match up ticket fields in the source help desk with the fields in HelpDesk. Remember that HelpDesk does not allow custom creating fields, so you will be able to match default ticket fields.

Map fields for migration

Go through all the fields to make sure that they match according to your needs and click Save mapping. Move on to the Demo Migration.

Step 5. Test the migration tool

It makes sense to move a small amount of data before importing all records. That’s what Demo Migration is for. During this process, the tool will import 20 tickets with related information for you to see if everything works correctly.

Process of Demo Migration

It takes only a couple of minutes. And it’s 100% free! In case you’re finding it hard to check the result, contact support.

Step 6. Import all data to HelpDesk

If you’re happy with the migration tool and how it works, you can start your Full Data Migration. Complete the payment, go back to the Migration Wizard and begin the migration.

Full Data Migration

Note that Help Desk Migration is a paid external service.
Note that Help Desk Migration is a paid external service.

You may close the tab once the import has begun. You will receive an update once the data is imported. Or you can log into your HDM account to check the progress.

Three things you should know about Full Data Migration

Do not merge or delete the data that appears in HelpDesk. Wait till the import finishes and then work with the tickets.

Before importing all data, our tool automatically removes tickets imported during the Demo. You don’t need to do this manually.

You must not change any credentials (emails, tokens, passwords, etc.) used to perform the migration. If you do, the migration will stop, and you’ll have to start it all over.

Once the import is over

Review the outcome of your data migration. Make sure that you can find all your data. If something seems off, don’t hesitate to contact our support team.

Note that five days after the Full Data Migration, the migration will be automatically archived to comply with the Help Desk Migration privacy policy.

Estimate the cost of your migration

Use this estimator to find out how much your data migration to HelpDesk might cost. The quote is approximate unless you know the exact number of records.

Frequently Asked Questions

How do Help Desk Migration charge for the migration?

They charge based on the total number of records in your source help desk. To be exact, they charge for every Agent, Group, Contact, Company, and Ticket.

How do I get an accurate quote?

To find out the exact price of your migration, you need to run a Free Demo Migration. It takes up to 5 minutes and allows estimating the exact amount of data you have.

Can Help Desk Migration help me with the migration?

Yes, the Help Desk Migration team would be happy to help you with this task. You can also contact us via live chat.

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

Zendesk Chat: Forwarding chat transcripts to HelpDesk

Learn how to connect Zendesk Chat and HelpDesk tickets.

Read the article

Try HelpDesk today

Invite your team and explore HelpDesk features for free

14-day free trial Easy setup

Discover our other products