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Website & Marketing Add-ons
Helpdesk Data Migration
Your ticket history, contacts and help articles arrive in the new helpdesk, checked and counted.
Switching helpdesk should not mean losing years of customer history. Helpdesk Data Migration moves up to 20,000 tickets, contacts and help articles into the helpdesk we set up for you. You approve the field and status mapping first. We run a test migration and fix what it shows. Then we run the full move and a final delta run, and verify the results.
- Up to 20,000 tickets, contacts and help articles moved
- Test migration first, so problems show before the real move
- Verification report with record counts and 50 spot checks
$1,375
10–20 working days
What it is
Helpdesk Data Migration adds a full data move to Helpdesk Setup. It maps fields and statuses from your old helpdesk and runs a test migration. Then it moves up to 20,000 tickets, contacts and help articles, with one delta run for anything new. A verification report confirms record counts and 50 ticket spot checks.
Why businesses buy it
Agents rely on ticket history to answer repeat customers well. Help articles take months to write. Moving them by export file often breaks threads, loses attachments or mixes up statuses. Migration tools help, but only if the mapping is right. This add-on makes the mapping a written document you approve. A test run shows problems while they are cheap to fix. The delta run catches tickets created during the switch. A verification report shows what arrived, so your team can trust the new helpdesk.
Problems this solves
Switching helpdesk risks losing years of ticket history
We move up to 20,000 tickets, contacts and help articles into your new helpdesk with a migration tool in your name. Agents keep the history they need to answer repeat customers.
Fields and statuses do not match between systems
A field and status mapping document is written and approved before any data moves. A test migration then shows mapping problems, and we fix them before the full run.
Tickets created during the switch fall through the gap
After the full migration we run one delta migration. It brings across any records created or changed in the old helpdesk since the main move.
Nobody can say whether everything actually arrived
The verification report compares record counts in both systems and spot-checks 50 tickets for threads, statuses and attachments. Any gap is listed with its reason.
A good fit if
You are moving from one helpdesk to another, such as Zendesk to Freshdesk or Help Scout.
You have up to 20,000 tickets, contacts and help articles to keep.
You are ordering Helpdesk Setup, or already have the new helpdesk configured.
You can open a migration tool account in your own name.
Not the right fit if
You are starting fresh and do not need old tickets. Helpdesk Setup on its own is enough.
You want to move chatbot flows rather than tickets. See Data Migration from Existing Bot.
Your old system relies on custom objects or custom code. Note it at checkout for a Change Quote.
You have far more than 20,000 records. Ask for a Change Quote before ordering.
How it works
- At intake you invite us to both helpdesks, open a migration tool account and confirm your cut-over date.
- We write the field and status mapping document, and your approver signs it off.
- We run a test migration, review the results and fix mapping problems.
- We run the full migration, then one delta run to pick up records created since.
- We count records, spot-check 50 tickets and send the verification report, with one revision round.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Admin invites to your old and new helpdesks, or keys you control.
- A migration tool account in your name, such as Help Desk Migration.
- Your planned cut-over date.
- One person who approves the field mapping.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Add-on ordered. Access, tool account and cut-over date are due within 72 hours.
Week 1
Field and status mapping document written and sent for approval.
Week 1
Test migration run and reviewed.
Weeks 1–2
Mapping fixes made and checked.
Week 2
Full migration on your cut-over date, then one delta run.
Week 2
Record counts and 50 ticket spot checks, verification report and one revision round.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 10–20 working days | $1,375 |
What you receive at handover
- A field and status mapping document
- One test migration, with mapping fixes
- The full migration of up to 20,000 records, plus one delta run
- A verification report with record counts and 50 ticket spot checks
Expected benefits and how to measure them
- Helps agents see past conversations from day one in the new helpdesk
- Can avoid rewriting help articles after the switch
- Records moved
- Compare counts of tickets, contacts and articles in the old and new helpdesks, as shown in the verification report.
- History-related escalations
- Tag tickets where an agent could not find past history, and compare the month after cut-over with earlier months.
- Help articles live
- Count published articles in the new help center against the old one after cut-over.
Before you start: Export record counts for tickets, contacts and articles from the old helpdesk before work starts. Note any data you already know is messy.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
There are no running costs. The migration tool charges a one-time fee based on record count, paid by you from your own account.
Ask about running costsCustom requirements
More than 20,000 records, more than 15 custom field transformations, custom objects or custom code are outside this add-on. Note them at checkout for a written Change Quote.
Request a custom versionKeep it running
Once the move is verified, the data is part of your new helpdesk and stays yours. Questions about the migrated records are answered within Helpdesk Setup's post-launch support period. After that, an expert consultation can help with later clean-up.
How this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Mapping | You click through the tool's defaults | Agreed during the project | Ours is a written document you approve first |
| Testing | An optional demo run, if you know to use it | Depends on the brief | Ours runs a test migration and fixes problems first |
| Tickets created during the switch | Easy to miss | Sometimes handled | Ours includes one delta run |
| Proof it worked | The tool's summary screen | Varies | Ours is a report with record counts and 50 spot checks |
Questions about this product
Which helpdesks can you migrate tickets between?
Most mainstream helpdesks, including Zendesk, Freshdesk, Help Scout, Intercom and Gorgias. We use a migration tool such as Help Desk Migration, which supports many source and target systems. Tell us both platforms at intake. If either side needs custom code or custom objects, we say so before any work starts.
Do attachments and internal notes come across with the tickets?
Usually yes, where both helpdesks and the migration tool support them. The mapping document lists exactly what moves, including attachments, internal notes, tags and assignees. Anything that cannot move is named in writing before you approve, so nothing goes missing without you knowing.
Will our support team have downtime during the helpdesk switch?
Very little. Your team keeps working in the old helpdesk while the full migration runs. On the cut-over date you switch to the new one, and the delta run then brings across tickets created in between. We agree the timing with you so the switch fits a quiet period.
Who pays for the migration tool, and why is it in our name?
You do, directly to the tool. It is priced by record count and is a one-time fee. The account is in your name, so you hold the data and the receipts. You can also check results later if needed. We work inside it by invite.
What counts as a record in the 20,000 limit?
Each ticket, contact and help article counts as one record. So 15,000 tickets, 4,000 contacts and 200 articles fit within scope. If your total is higher, tell us at checkout for a written Change Quote. Or archive very old tickets before the move.
How do we know the migration was complete?
The verification report compares record counts in the old and new helpdesks for tickets, contacts and articles. We also open 50 tickets in both systems and check threads, statuses, assignees and attachments. Any gap is listed with the reason and what we did about it.
Bring your support history with you.
Add Helpdesk Data Migration and your new helpdesk opens with past tickets, contacts and help articles in place, counted and checked.
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