Help Desk Migration Changelog

Stay up to date with the latest product updates, improvements, and bug fixes. We're constantly working to make data migration simpler, faster, and more reliable for your support team.

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January 2026

Rakete

Help Desk Migration Updates: New Supported Platforms, Migration Updates & Mapping Improvements

To mark the beginning of 2026, we added several help desk integrations to our list of services. In addition, we fixed some crucial issues and implemented important changes to our website.

Migration from Enchant

  • Now we support Enchant migration, allowing you to move your conversations and customer data into your new platform without losing historical context.

Data Import from Chatwoot

  • Chatwoot is added to the list of supported integrations. From now on, you can migrate knowledge base content, articles, folders, and related metadata with no complications.

DevRev Migration On

  • Help Desk Migration now supports data migration from DevRev to leading help desk and ITSM platforms. Now, your support team doesn’t need to deal with data errors when starting using their new tool.

Accelo Migration Service

  • Accelo migration is now available, making it easier and safer for customer service companies to switch their client communications and ticketing workflows into a new help desk platform.

Kundo Migration

  • We have developed an integration with Kundo, so you can now migrate your valuable customer interactions to this platform to boost your productivity.

Helpjuice Data Import Update

  • During Helpjuice migration, you can also migrate the Knowledge Base. That is why we added a feature that allows you to keep SEO slug by updating internal links on your new platform.

Happyfox Migration Service Update

  • We have improved the migration from Happyfox - from now on, you can use the option of custom Demo Migration. From now on you can select precise ticket IDs of your Happyfox platform and migrate them to your destination platform. This will allow you to get the most of your Demo migration by making sure that all the necessary information is migrated correctly.

Zendesk Knowledge Base Update

  • We’ve implemented a series of minor Zendesk Guide migration fixes to ensure total data coverage.

HelpScout Migration Update

  • Now supporting Company migrations for Help Scout. We transfer your organizational records and contacts safely, ensuring that nothing gets lost.

Internal Fixes

  • Now supporting Company migrations for Help Scout. We transfer your organizational records and contacts safely, ensuring that nothing gets lost.

Internal Fixes

ConnectWise Update
  • We fixed how emails and phone numbers migrate to ConnectWise. Now, all your contact details land in the right place.
Sherpadesk Update
  • We fixed attachment migrations for Sherpadesk. All your files and screenshots now move over perfectly, keeping your full customer history exactly where it belongs.

Thena Inconsistencies Patched

  • Resolved inconsistencies when retrieving custom field data from Thena, guaranteeing that your task, company, and contact attributes are preserved and ready for use in your new platform.

Website Improvements

  • We have improved the UX/UI design of the following pages:
  • A news section has been integrated into all our popular platform landing pages to keep you informed on our newest features.

December 2025

Help Desk Migration Updates: New Supported Platforms, Migration Enhancements & Mapping Updates

In this final month of the year, we closed 2025 with several major updates. Namely, we integrated few new migrations, added new options, updated Migration Wizard and our website.

SysAid Cloud Migration

  • Enabled migration to SysAid Cloud from multiple platforms for you to transfer all the entities you need.

InstantDocs Data Import

  • Launched InstantDocs migration for accurate and fast Knowledge Base migration.

New Options

  • You are now able to choose the Extend Retention Period option on the Choose Objects step of migration with the Migration Wizard.

New Feature for LiveChat

  • Added migration of attachments for LiveChat migration so all your files and images are transferred safely to your new platform.

Demo Migration

  • If you are a partner, you can now run Demo migration for 100 or more selected records so you have a most comprehensive proof of concept before the full data transfer.

Zoho Desk New Capability

  • Added subfolders migration for Zoho Desk, so that nested categories and sub-categories are correctly recreated on the new platform.

Migration Wizard Updates

  • In order to facilitate the migration setup and make it simpler, we introduced a user survey.
  • On the migration info panel is now integrated applied customizations. If you request them, they will display in the Migration Wizard.

Website Improvements

We have improved the UX/UI design of the following major pages:

General Improvements

  • From now on migration time estimate is displayed on the Migration Wizard. The feature is enabled when there is enough sufficient statistical information for the specific migration pair and records count as this is what the estimate is based on.

November 2025

Help Desk Migration Updates: New Supported Platforms, Migration & Mapping Enhancements

November uncovers a new set of updates for Help Desk Migration, including platform-specific improvements, enhanced mapping options, new integrations, and multiple fixes to make your data migration faster, smoother, and more reliable.

Halo ITSM Migration

Migration from LiveChat

  • Added migration of contacts and active chats from LiveChat to any other platforms, ensuring ongoing conversations are preserved.

Freshservice Major Improvements

  • Fixed an issue where comments created by admin users were not migrating.
  • Added article interlinking option to preserve internal KB links.
  • All Changes and Problems statuses are now available for mapping.

Jira Service Management Migration Updates

  • The first public comment now populates the Description field. If no comment exists, the Subject field is used.

Zendesk Migration Services Improved

  • Tickets without comments are now skipped automatically during Zendesk migration.
  • Deactivated agents now map to the default agent during migration.
  • Regex fields are now supported for more precise data mapping.

Intercom Data Import Updates

  • Added the Ticket Type field for mapping.
  • Keep an eye on support efficiency: the First Response Time field is now available for conversations.

HubSpot Service Hub

  • Never miss a detail again, we fixed an issue that prevented comment bodies from migrating, so your ticket history stays complete and accurate.
  • First Response Time field is now available for conversations.

Pylon Major Migration Improvements

  • Maximize data continuity with the new option to update existing contacts and companies during Pylon data migration.
  • URLs now migrate seamlessly with full support for URL fields, giving you more flexibility when mapping custom data.
  • Decimal fields are now automatically converted to integers, preventing mismatched data during import.
  • First Response Time field mapping added to migration to Pylon

SuperOps Data Import

LiveAgent

  • Fixed an issue where inline images and attachments did not migrate properly.
  • First Response Time field is now available for conversations.

eGain

  • Added integration with eGain, allowing help center migration to platforms such as Zendesk Help Center, Confluence, or other supported KB systems.

Freshdesk

  • Subfolder migration for Freshdesk is now supported, allowing you to transfer your complete folder structure seamlessly to the target platform.
  • First Response Time field mapping is now available for Freshdesk conversations, enabling accurate tracking of support performance after migration.

Website Improvements

  • Added Best Price Guarantee messaging to the pricing page.
  • Added a price estimate request form to the pricing page.

General Improvements

  • Users can now select the “No need to fill” option to migrate empty values for non-required fields.
  • Enhanced mapping options across multiple platforms for more accurate field alignment.
  • Improved migration performance for large datasets across all supported platforms.
  • Multiple minor bug fixes to ensure smoother ticket, comment, and attachment migration.
  • Optimized the migration wizard for faster and more intuitive setup.

October 2025

Help Desk Migration Updates: New Supported Platforms, Migration & Mapping Enhancements

A new month brings another round of Help Desk Migration product updates. October was packed with key migration enhancements, feature releases, and platform integrations designed to make your data transfer experience smoother than ever.

Major Product Updates

  • Bulk Agent Matching & Realignment
    • You can now bulk change and realign multiple agents at once during the migration process. Previously, agent matching had to be done one by one, which slowed down large-scale help desk or service desk migrations. This new bulk agent mapping capability significantly accelerates onboarding, simplifies user alignment, and improves efficiency for migrations involving large support teams or enterprise-level user directories.
  • Major Partner Functionality Enhancements
    • We’ve introduced a substantial update to the partner tools and partner portal, expanding available capabilities and improving workflow flexibility. The improved partner functionality includes new features designed to streamline reseller management, enhance co-branded migration experiences, and strengthen collaboration between partners and their clients during help desk or knowledge base migrations.

New Supported Platforms

  • Gleap Export Services
    • We have developed an integration with Gleap, AI-powered Customer Support OS, as a source platform. Now you can migrate your data from Gleap to any help desk platform from our support list.

New Migration Options

  • Live Agent
    You can now migrate call recordings from LiveAgent to your new help desk platform. This built-in feature helps you preserve every crucial customer conversation, keeping your support history complete and your team ready to deliver top-tier service from day one.

Migration Enhancements

  • Front migration: Comment data is now correctly recorded in the comment body during migration for improved data accuracy.
  • Request Tracker migration: Fixed an issue with attachments retrieval to ensure all files migrate as expected.
  • Freshdesk migration: Subfolder migration is now supported, allowing you to move your complete folder structure seamlessly.
  • Pylon migration: URL fields are now available for transfer, providing more flexibility when mapping custom data.
  • Zendesk migration: Regex fields are now supported, giving you better control over data validation and field formatting.
  • Autotask PSA migration: Resolved an issue where inactive agents were occasionally assigned as default during the import process.
  • Help Scout migration: Fixed an issue where custom fields shared across multiple mailboxes were not retrieved properly.
  • Live Agent migration: Corrected an issue where inline images and attachments failed to migrate successfully.
  • Content Tags: Corrected an issue where inline images and attachments failed to migrate successfully.

Enhanced Mapping Capabilities Across Help Desk Platforms

This month, we expanded mapping flexibility across multiple platforms, giving you more control over ticket types, statuses, and custom field alignment during migration.
  • Intercom Migration: New Ticket Type Mapping
    You can now map the Ticket Type field when migrating from Intercom. This update allows for more accurate structuring of Intercom conversations and ensures cleaner data organization in your destination help desk.
  • Freshservice Migration: Full Support for Changes & Problems Statuses
    All Changes and Problems statuses in Freshservice are now fully supported for mapping. This enhancement gives you complete control over how these records are transferred, reducing data loss and improving post-migration workflows.
  • CSV Import: Changes & Problems Status Mapping Enabled
    When importing data to CSV, you can now include Changes and Problems statuses. This makes CSV exports more comprehensive for analysis, reporting, long-term archiving, or system-agnostic backups.
  • Gorgias Migration: Additional Ticket Types & Channels
    We expanded the list of supported Ticket Types and Channels for Gorgias migrations. These new mapping options make it easier to preserve the original data structure from Gorgias and ensure cleaner alignment in the target system.

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.

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.

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.

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.

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.

Partner Page Update

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

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.

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.

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.

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.

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).

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

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.

Instant Pricing Estimate Available

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.

Embedded Entities Mapping Released

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

Mapping & Matching UX/UI Overhaul

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.

New Migrations Dashboard UI

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.
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