How to migrate your data from your old help desk?

Written by on August 27, 2018

Let’s go back to the day you started using a helpdesk. Remember the tasks and problems you wanted it to solve?

Chances are, that it no longer meets the goals of your company/team because of the changes that have taken place. It is natural for any helpdesk to evolve and it makes sense to keep up with the trends.

So, after evaluating all the available options, you’re ready to start using a modern ITSM tool. But you need all your data from the previous help desk since its an invaluable source of information.

The next logical question is how do you take all the historical records with you? 

There are multiple ways of migrating the support data, namely:

Manually copy-pasting all information

If you’re ready to spend the next week or even a couple of weeks hopscotching between the help desks, then manual migration it is. Yes, this way of data transfer is free but keep in mind that you won’t be able to move on to a new help desk quickly. Also, you will have to pay for the old and new platforms to access the historical data and be able to move them to a new base.

Lastly, the productivity of the support team might drop; there’s also a risk of losing or misplacing some information due to the human factor.

Hiring an in-house team or a freelancer

If you don’t have your own team of developers and you’re not a coder, then hiring an in-house specialist or a freelancer might be your way out. However, choosing this method consider the following factors.

First, it might take a while to find a worthy candidate. Secondly, you need not just any developer, but a person who has experience working with the API. Third, using the API migration method, you’ll need a repository for data where they can be placed before import. Alternatively, you could export the records into a CSV file. However, not all help desks support import of CSV files, as well as the range of records, may be limited.

So, in the long run, you might end up draining the budget for migration and not get the desired result.

Using a professional migration tool

Last but not least, you can move to Freshservice using a professional migration service like Help Desk Migration.

What is Help Desk Migration service and how it can be of help?

For any company looking to move to Freshservice, Help Desk Migration offers a simple way to transition your tickets, agents, contacts, notes, knowledge base articles and other important help desk fields.

The setup process is simple, fast and secure. Spend 10-20 minutes fine-tuning your migration and the rest will be done for you. The service will transition the records automatically, preserving all relations.

This post has been contributed by our partner Help Desk Migration.

Cover illustration by Srinivas Dhotre

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