Understanding where and how the data flow during data migration is key to consistency. We often see that companies have tickets addressed by agents who have left the company. It's natural for the staff to come and go, but this can add some work to the data migration project.
Hence why we've powered our Migration Wizard with a possibility to match up agents and groups out-of-the-box. Let's see how it works.
How Group Matching Works
Click the "Match items" button next to Groups.
You will see a list of all groups accessible on the source help desk. If you already have some groups on the target instance, you can choose them from the drop-down menu.
At the top of the form, there's a "Add the same group on {target}." Use it to create any missing groups without leaving the Migration Wizard.
Just like with agents, not all help desk systems allow creating groups via the API. If you don't see the "Add the same group on {target}" option, then you need to create the groups manually.
How Agent Matching Works
On the mapping page, you will see the "Match items" button next to Agents.
Then, the scenario could go one of the two ways. If the target help desk already has some agent profiles created, you will be able to map their emails by clicking on the drop-down menu.
You can easily add agents on the target platform without leaving the Migration Wizard. At the top of the form, pick the email to create on the target help desk, then click the "Add the same staff on {target}." Wait for a few moments while the tool is creating the user.
Some help desk platforms do not allow creating agents via API. If you don't see the "Add the same staff on {target}" , then you have to create agent profiles on the target help desk manually.
What's Next?
We're always looking for ways to make automated data migration as flawless as possible. The users of our tool already have the freedom to customize their migration out-of-the-box and transition custom field data faster and easier. Now there's a way to match groups and agents between systems easily.
Stay tuned for new feature releases. And in the meantime, if you have a data migration on your task list, make sure to test-drive our tool.
