Help Desk Migration Changelog

July 2025

New Supported Platforms

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

• NinjaOne
• Missive
• Atera

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.

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.
  

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.
  

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.

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.

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.

Mapping Improvements

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

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.

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.

Migration Enhancements

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

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

New Supported Platforms

• SuperOps IT is now available for data migration.

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.

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.

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.

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.

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.

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.

Wizard Updates

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

New Options

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

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.

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.

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.

Wizard Improvements

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

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.

New Options

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

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.

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.