Iceland
location
2019
founded
11-50
employees
Data migrated
- tickets, contacts, users
Industry: IT Services and IT Consulting
Type of migration: Syncro to SuperOps
The challenge: Garnes wanted to move to a helpdesk hosted in Europe. Some tickets lacked assigned contacts.
The solution: Automated data migration tool.
The result: The company successfully and accurately moved tickets, contacts, and users to SuperOps.
The migration went perfectly. The process is so easy, and the support we got from the team was amazing.
About Garnes
Garnes is an IT company operating in Iceland as part of the larger Garnes Gruppen. They specialize in delivering IT services and security solutions, particularly designed for small and medium-sized businesses. Based in Reykjavik, Garnes offers a broad range of services including IT infrastructure management, consulting, and SLA.
Garnes Gruppen is a global technology group with a presence in countries such as Norway, Iceland, and Sri Lanka. Garnes Data focuses on providing secure and efficient IT solutions at predictable costs, ensuring clients receive reliable and optimized support. Their service portfolio covers IT infrastructure management, cloud computing, and professional consulting. Garnes is actively expanding its services while maintaining a strong commitment to delivering an exceptional customer experience.
What led to the idea of switching help desks? Was there a specific challenge or need that sparked the decision?
We needed to move to a helpdesk hosted in Europe.
During the migration, we’ve discovered that some tickets were missing assigned contacts. To ensure a smooth transfer, we’ve improved the process by assigning those tickets to a default contact.
What did your decision-making process look like? Did your team do any planning before the migration?
We didn’t carry out detailed planning before the migration. Instead, we simply reviewed all customer records and transferred the assets, as the platform also functions as an RMM system.
Help Desk Migration expert notes that tickets without associated contacts (requesters) can be skipped or fail to migrate. To prevent this, we recommend assigning a default contact to any unassigned tickets to ensure they transfer successfully.
Run a Demo (test) migration before proceeding with the Full Migration. This step allows users to confirm that all key data relationships—such as assets linked to customers associated with tickets—are preserved accurately. It’s crucial when migrating data from systems that include RMM integrations or custom objects.
What data was most important to migrate? Were there any records you couldn’t afford to lose?
Most important was Tickets and Contacts, the Customers were already moved over.
Since the Customers had already been moved over earlier, the main focus was on preserving the full communication history and associated contact details for maintaining service quality.
How did the migration go for you? Did you have any special requirements or customizations?
The migration went perfectly. The process is so easy, and the support we got from the team was amazing.
The client had a relatively straightforward setup, but the migration went smoothly thanks to clear communication and timely support. Any potential custom requirements were anticipated and would have been easy to accommodate if needed.
Why would you recommend using the automated tool for help desk data migration?
Simple and fast.
Help Desk Migration tool is fast, accurate, and reliable. An automated tool ensures your data is transferred with all relationships intact, including custom fields, attachments, and users. It reduces manual errors, supports test runs, and scales easily for any size migration. You get a smooth, efficient transition with minimal disruption to your support operations.
What are 2–3 tips you’d give to others planning a data migration?
Tips for a smooth migration recommended by Help Desk Migration Experts:
- Disable SuperOps event triggers, notification rules, and Priority Matrix to prevent data conflicts during import Help Desk Migration Service.
- Use custom mapping (source ticket IDs into custom text fields) to keep records traceable and prevent duplicates.
- Remove duplicates, backup existing assets, clients, tickets; standardize field names and values.
Test and remigrate if needed: If an issue does occur, don’t panic. After fixing the problem—like assigning contacts or deleting duplicates—you can remigrate the affected data successfully.
