Help Desk Migration Changelog

September 2025

Product Update: New Supported Platforms, Migration Enhancements & UI Improvements

This month’s release introduces new platform support, expanded migration controls, performance fixes, and multiple UX refinements across the Help Desk Migration product.

New Supported Platforms

• Document360 Migration Now Available
You can now migrate knowledge base content, folders, articles, and related metadata to or from Document360.
• Groove Migration Updated to Latest API Version
Groove migration has been upgraded to use the latest API version for improved stability and performance.

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New Options

• Re:amaze: Migrate Only Linked Records
  A new option allows you to migrate Re:amaze records associated with other entities (e.g., contacts linked to tickets). This provides more granular control over what Re:amaze data gets transferred.
  

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Migration Enhancements

• Jira Service Management Migration Fix
  We resolved an issue that impacted the migration of large Jira Service Management tickets, ensuring that all ticket histories, comments, attachments, and audit data migrate successfully. This improvement increases the reliability of JSM ticket migration, particularly for organizations with high-volume or long-lived support requests..
  
• Help Scout Docs Migration Improvements
  A bug affecting Help Scout article migration, specifically for articles containing attachments and inline images, has been fixed. With this update, all embedded media is now transferred correctly, improving accuracy and completeness during Help Scout Docs knowledge base migration.
  

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Wizard Improvements

• Simplified Authorization Flow
  The sign-in experience has been improved — after confirming the password, users are immediately signed in, without being redirected back to the login page.
  

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Mapping Improvements

• SuperOps Mapping Enhancement
  The mapping interface now includes full support for custom ticket types, categories, and subcategories when migrating SuperOps data. This improvement strengthens SuperOps migration, enabling more accurate field mapping, better ticket structure preservation, and higher-quality ITSM data transfers.
  

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Partner Page Update

• Help Center UI has been refreshed for a cleaner and more intuitive partner experience.
  

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Website Updates

• Updated multiple help desk platform pages to better describe migration specifics and supported entities.
  
• Published new pages dedicated to Help Desk Migration product overview:
  
• Migration Options: a comprehensive overview of available migration types, configurable settings, and data transfer workflows.
• Data Mapping: an in-depth explanation of mapping rules, field alignment, custom field handling, and entity matching.
• Free Demo Migration: a dedicated page describing the free demo migration, showcasing how users can test real data transfer before running a full migration.

August 2025

New Supported Platforms

Help Desk Migration now supports data migration from four additional help desk and knowledge base platforms. These new integrations expand our ability to handle ticket migration, knowledge base migration, customer data transfer, and metadata import/export across even more customer support systems.

• HelpDocs Migration
You can now migrate HelpDocs articles, categories, folders, and related knowledge base entities with full structure preservation.
• HelpJuice Migration
HelpJuice knowledge base migration is now available, enabling seamless transfer of articles, collections, hierarchies, attachments, and article revisions.
• Tawk.to Migration
Support for migrating data from Tawk.to—such as chats, contact information, history logs, and customer records—is now fully enabled, improving live chat data portability.
• Gleap Migration
You can now migrate feedback reports, bug submissions, user conversations, and in-app customer support data from Gleap, supporting teams moving to a new help desk or consolidating tools.

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New Options

• Flexible Data Retention
  Users can now choose a custom data retention period ranging from 1 to 365 days. Previously, retention was fixed at 7 days. This update provides more flexibility for audits, QA, or extended review periods.
  
• Associated Entities Only
  A new option allows migrations to include only associated entities, now supported for Jira Service Management and Help Scout. This ensures cleaner data transfers when you want to exclude unlinked or orphaned records.
  

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Migration Enhancements

• Freshservice Migration Improvements
  Freshservice knowledge base migration now includes full support for subfolders and all articles nested inside subfolders. This enhancement ensures complete folder hierarchy preservation during data transfer, enabling more accurate structure replication in the target help desk or knowledge base platform. It improves the fidelity of Freshservice KB migration, especially for customers with deeply layered documentation architectures..
  
• Salesforce Service Cloud Migration Fix
  We resolved an issue in Salesforce Service Cloud migrations where the migration process was being suspended if tagswere not included in the user’s subscription plan. With this fix, ticket migration, case migration, and metadata transfers now continue uninterrupted, ensuring stable and consistent Salesforce data import workflows across all subscription tiers.
  

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Wizard Improvements

• Language Switcher
  Users can now switch the interface language directly in the wizard.
  
• File Upload Fix
  Resolved an issue with drag-and-drop file uploads at the source selection step.
  

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Mapping Improvements

• osTicket Mapping Upgrade
  Fields with the list type are now available for mapping, giving users more control during osTicket ticket migration, including custom fields and structured data.
  
• Account Visibility
  Mapping and matching windows now display the URLs of connected source and target accounts (where available).
  

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Website Updates

• Changelog Page Published — now you can follow all product updates in one place.
  
• Knowledge Base Migration Page Published — dedicated resource covering KB migration details.
  
• Cookies Consent Mode updated to v2 for compliance.
  

July 2025

New Supported Platforms

You can now migrate data from three more help desk platforms with Help Desk Migration:

• NinjaOne
• Missive
• Atera

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Migration Enhancements

• Freshdesk
  Added support for Canned Responses (responses/macros) and Scenario Automations.
  
• FreeScout
  CC fields are now included in the migration process.
  
• Zendesk
  Content tags are now migrated to ensure proper categorization.
  
• Jira Service Management
  Attachments in ticket comments are now migrated along with the rest of the content.

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Mapping Improvements

• Custom Multiselect Fields
  You can now create custom multiselect fields for contacts and companies directly within the Mapping modal.
  
• Helpdesk Priority Field
  The Priority field is now included in the mapping options for more accurate data transfer.
  

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Website Updates

• Updated pages:
  
  • Freshservice Migration
  • Jira Service Management Migration
• AI Summary Button
  Added a button to blog posts allowing users to quickly summarize content via ChatGPT, Perplexity, or Google AI.
  
• New Page Published:
  Help Desk Migration On Marketplace – a new resource listing Help Desk Migration’s presence across various software marketplaces.
  

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Other Improvements

• Implemented multiple minor changes and fixes across the app and website to improve stability and performance.

June 2025

Major Feature

• Instant Pricing Estimate Available
  Users can now get a price estimate right after connecting their Source and selecting the Target platform — no need to run a Demo first. This streamlines planning and saves time.

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Wizard Updates

• Freshdesk Connection Expanded
  Freshdesk users with Administrator roles can now connect their accounts to the migration wizard.
• Support Access Permissions Updated
  Users with Global Access can now share support access (previously limited to Owners). However, they can no longer archive a migration.
• Migration Options UI Update
  Migration options are now displayed in a modal window on the "Choose objects" step, making the flow cleaner and easier to navigate.
• Migration Status History
  The migration details page now includes a full status history, improving visibility into each step of the process.
• FAQ Enhancement
  Added a helpful FAQ item to the Demo Fail step explaining how to restart the demo individually.
• Sign-Up Page Redesign
  The sign-up experience has been updated for better usability and conversion.

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Migration Enhancements

• Salesforce Service Cloud
  You can now migrate case tags, expanding data consistency across platforms.
• Dixa
  Migration now uses API v1 for improved performance and stability.
• Trengo
  Attachments are now supported during migration.
• Zoho Desk
  Only articles and tickets from departments accessible to the connected user will be migrated — ensuring proper data permissions.

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Mapping Improvements

• Sherpadesk
  Subclasses are now available for mapping, allowing for more accurate data alignment.
• ConnectWise
  communicationItems are now supported in the mapping process.

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Website Updates

• Refreshed the /supported-platforms/ page for clarity and coverage.
• Updated industry-specific landing pages to reflect use cases more accurately.
• Improved key platform pages:
  
  • Pricing
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud

May 2025

Major Feature

• Embedded Entities Mapping Released
  You can now map embedded entities (like nested objects or structured fields) during migration for even more precise and customizable data transfers.

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New Supported Platforms

• Odoo Knowledge Base is now supported for migration.
• Plain platform migrations are now available.
• Thena platform is now supported for data migration.
• RichPanel is now fully supported for both import and export.

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Migration Enhancements

• Multilevel Knowledge Base Migration
  Now available for Intercom, Pylon, and Zammad — preserving complex KB structures during the transfer.

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Website Updates

• New Main Page Published
  Redesigned with improved structure, value propositions, and user flow.
• Header & Layout Refresh
  Website header, background visuals, and general layout updated for better UX and visual consistency.
• Migration Checklist PDFs
  All migration checklists in the Knowledge Base now offer a PDF download option for offline use and internal distribution.
• New Partners Page
  Published a dedicated Partners page to showcase integration partners and collaboration opportunities.

April 2025

Major Feature

• Mapping & Matching UX/UI Overhaul
  A complete redesign of the mapping interface to boost usability and clarity. Key improvements include:

• • Support for embedded entities mapping
  • Larger modal window for mapping
  • Toggle to show/hide field options
  • Field type icons added
  • Required fields now marked with icons
    Checkboxes to easily track mapped fields
  • Better system field identification
  • Option to hide already mapped fields
  • ...and more small tweaks for a smoother experience

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New Supported Platforms

• SuperOps IT is now available for data migration.

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Migration Enhancements

• Groups
  is no longer treated as a standalone entity — it's now migrated as a ticket field for better consistency across platforms.
• Knowledge Base Redirects
  You can now migrate article redirects for Zendesk, Intercom, and Pylon — helping preserve SEO and user navigation after migration.
• Time Entries Enhancements
  Both start_date and end_date now migrate correctly, maintaining accurate time tracking records.
• Ticket Sync to Pylon
  Tickets can now be synchronized during migration to Pylon, keeping the process dynamic and up-to-date.

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Mapping Updates

• Unpublished Article Status
  Now available as a field in the mapping interface.
• Extended Contact and Company Fields
  Additional default and custom fields for contacts and companies are now supported.

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Wizard Improvements

• Migration Notes Expanded
  Important notes for Google Docs and Odoo migrations have been added to improve the communication scope.
• Platform Logos
  Platform icons are now displayed in the migration dashboard for quicker visual identification.

March 2025

Major Feature

• Tidio Migration Now Available
  You can now migrate data from and to Tidio, including conversations, contacts, and more. A brand-new integration to support your evolving tech stack.

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Migration Enhancements

• Gorgias
  Added support for Groups migration to ensure proper agent and ticket organization.
• TeamSupport
  Custom fields are now included in the migration process, enhancing data accuracy.
• Zendesk
  The reply_time_in_minutes field is now migrated, enabling better SLA tracking post-transfer.

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Wizard & Documentation

• Filtering Guide Published
  A detailed guide on how to apply record filtering during migration is now available in the Knowledge Base.

February 2025

Major Feature

• New Migrations Dashboard UI
  The migrations dashboard has been redesigned for a cleaner, more intuitive experience with improved navigation and data visibility.

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Migration Enhancements

• HubSpot Service Hub
  Conversations are now included in migrations.
• Halo
  The Internal Memo and Resolution fields are now supported for migration.
• Intercom
  Delta migration is now available, allowing you to migrate only new or updated records.
• Halo, Syncro, TeamSupport
  The default company value is no longer used during migration to avoid incorrect record association.

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Wizard Updates

• Language Setting Preservation
  The selected language will now persist when switching between the website and application.

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New Options

• Intercom Inline Images
  Inline images are now supported during Intercom migrations for better message formatting.

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Partner & Security Updates

• 2FA Requirement for Partners and Vendors
  Two-factor authentication is now mandatory for all partners and vendors to enhance security.

January 2025

Major Feature

• Pylon Migration Now Available
  We now support full data migration to and from Pylon, including tickets and knowledge base content.

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New Supported Platforms

• Pylon Knowledge Base migration support added.
• Crisp Chat is now supported for full data migration.
• Odoo migration is now available across supported modules.

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Migration Enhancements

• Dixa
  Tickets can now be assigned to offline agents during migration.
• Large Attachments
  Instead of failing, large attachments will now be skipped and logged for review.

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Wizard Improvements

• New UI for Demo & Full Results
  The results interface for both Demo and Full migrations has been redesigned for clarity and usability.

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Mapping Enhancements

• HubSpot Service Hub
  Custom fields can now be created directly within the wizard during mapping setup.
• Contacts & Companies Mapping
  Now available for several additional platforms to improve relationship accuracy.

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New Options

• Intercom Inline Images
  Migration of inline images is now available to preserve rich text formatting.

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Partner Features

• Failed Migration Recovery
  Partners can now create new migrations even if some are marked as failed.
• Blank Migration Creation
  Partners can now create a blank migration to configure from scratch.

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Website & Estimator Updates

• Pricing page navigation improved for better user experience.
• Platform Selector UI has been refreshed with a more intuitive design.
• Estimator now automatically applies discounts and displays them clearly.