What is Help Desk Migration?
Help Desk Migration is an automated tool for help desk, ITSM, and customer service data transfers, built for both SMBs and Enterprises. It ensures fast, secure migrations, with advanced services like data audits and custom scenarios for flawless, complete transfers.What is Import2?
Import2 is a data migration service focused primarily on CRM systems. It enables users to transfer data from CSV files and connected apps into CRMs, help desks, and other business tools through a simple, mostly self-service process.What is the difference?
| Help Desk Migration | Import2 | |
|---|---|---|
| Supported Platforms | 90+ (Strong focus on Help Desks, ITSM, and PSA) | 10+ Help Desk platforms (Strong CRM focus) |
| Free Test Migration | Yes (allows importing 20 tickets with related records in less than 5 minutes) For migrations involving significant amounts of data, tool can provide the option to migrate a larger volume of data during the Demo migration. |
Yes |
| Demo Speed | ~5–15 minutes from "Connect" to seeing a Demo migration. | 6–7 steps Approximately 15 minutes to complete a sample migration. Connect Apps -> Configure -> Run Sample. |
| Migration from CSV files | Yes | Yes |
| Migration from database dump | Yes | Not available |
| Pricing Model | Volume-based (Tiered: Standard, Premium, Signature) | One-time payment based on record count tiers |
| Price Unit | Per record (Ticket, Article, Contact, etc.) | Package-based (Fixed price for record buckets) |
| Primary Market | SMEs & Enterprises (SaaS, Healthcare, Retail, MSP, Gaming) | Small to mid-market; SaaS vendors |
| Self-service or White-Glove Services | Hybrid: Available self-service migration for standard projects, along with white-glove services for complex, fully customized enterprise migrations |
Self-service: "1-click" automated migration |
| Mapping Capabilities | Free mapping, with most custom fields included at no extra cost. | Default free; Custom may require higher tiers |
| Historical Accuracy | Yes (Preserves Created At, IDs, Statuses, Relations) | Yes (Preserves core ticket metadata) |
| Object Coverage | High: Full support for all types of data and relationships within your help desk, including tickets, public and private comments, knowledge base content (articles, folders, and cross-links), attachments, inline images, CCs, side conversations, tags, and all associated metadata. |
Ticket, contact, note, account, lead, opportunity, note, task, activity, attachment. Limited: Knowledge Base articles, side conversations, and inline images are often not supported or require a custom quote. |
| Data Transformation | Advanced: The tool can modify and clean your data during migration, including filtering records by date or status, adding tags to tickets, and removing duplicates or unnecessary information to ensure your data is organized and accurate in the new system. |
Basic: Some cleansing available during mapping |
| Error Handling | Detailed: Success/Fail report for every record |
Summary + Retry: List of failures via email |
| The "Wizard" Experience | 6–7 steps; ~5–15 mins to Demo | ~15 mins; Connect -> Configure -> Run Sample |
| Demo Availability | Users can run a Free Demo with 20 records, or for enterprise clients, a larger dataset for a more accurate preview | Free & Automatic (Random subset of real data) |
| Post-Migration | Migration Report — a detailed summary of all transferred data, enabling thorough validation of accuracy and data integrity. Re-migration options – the ability to rerun the migration or move specific records again if needed. Delta Migration – a final step that transfers only new or updated records created after the initial migration, ensuring nothing is missed before you fully switch systems. |
“Redo” (re-run the migration) – If something went wrong or you need to transfer records again, you can repeat the migration for selected or all data.
“Undo” – If you need to remove the migrated data from the target system, you can reverse the migration. Migration status and detailed reports can be accessed from the dashboard. |
| Security certifications | Robust security - SOC 2 Type II and Type III, SOC 3, GDPR, PCI-DSS, HIPAA, AWS Infrastructure, Subservice Organizations Verification, Service Level Agreement. | SOC 2 Type II |
| Data Residency | Not available | Servers are primarily located in AWS US-East (Virginia) |
| Data retention period/policy | 3 to 10 days post-migration (depending on the service package), after which data is automatically archived/deleted. | Data is stored for 14 days. Users can request manual archival or deletion at any time. |
| Reputation | ~4.8/5 (G2/Capterra); High marks for support;
5-star rating on the Zendesk Marketplace |
~4.1/5 (G2); Strong CRM/Salesforce reviews |
| Pricing Transparency | Medium: A personalized quote is generated automatically within the app (Wizard) after the mapping step |
High: Tiers are clearly listed on the website |
| Partner Program | Extensive: Includes vendor partnerships, implementation and consulting partner programs, and enterprise-level collaboration options. |
SaaS Vendor (White-label) & Consulting partners |
What are the supported objects for transfer?
| Help Desk Migration Service | Import2 | |
|---|---|---|
| Tickets | Supported | Supported |
| Contacts | Supported | Supported |
| Organizations | Supported | Supported |
| Agents | Supported | Supported |
| Groups | Supported | Supported |
| Notes | Supported | Supported |
| Attachments | Supported | Supported |
| Custom objects | Supported | Not supported |
| Knowledge base articles | Supported | Not supported |
| Cross-links between articles to keep everything connected | Supported | Not supported |
| Comments within tickets | Supported | Supported |
| Tags | Supported | Supported |
| Custom fields for tickets | Supported for all migrations | Supported (Premium only) |
| Custom fields for users/contacts | Supported for all migrations | Supported (Premium only) |
| Custom fields for organizations | Supported for all migrations | Supported (Premium only) |
| Audit logs | Supported | Not supported |
| SLA policies | Supported | Not supported |
| Triggers/Automations | Supported | Not supported |
| Macros/Predefined responses | Supported | Not supported |
| Surveys/Satisfaction ratings | Supported | Not supported |
| Service level data (e.g., due dates) | Supported | Supported |
| Activity history (e.g., ticket events) | Supported | Supported |
What are the pros and cons of Help Desk Migration vs Import2?
Help Desk Migration
Extensive Reach: Supports 90+ platforms, including niche ITSM and KB-only tools (Document360, HelpJuice).
Precision: Allows full mapping and preview of real data before the demo even starts.
Data Integrity: No extra fees for "heavy" data like attachments, CCs, or private notes — costs are predictable.
High Speed: The automated Demo typically configures your target system in less than 5 minutes.
Learning Curve: The interface is feature-rich; initial configuration can feel overwhelming for non-technical users.
Tiered Complexity: Some advanced "cleansing" features (like regex-based transformations) require a higher service package.
Import2
Simplicity: Low barrier to entry; great for users who want to "connect and go" without deep mapping logic.
Budget: Often significantly cheaper for high-volume, standard migrations (e.g., $499 for up to 500k records).
CRM: Good if your help desk data is part of a larger Salesforce or HubSpot CRM ecosystem move.
Limited Objects: Often fails to move Knowledge Bases, inline images, or "Side Conversations" without a custom quote.
Pay-per-Feature: Custom field mapping and advanced objects are locked behind higher-tier plans (starting at $1,499).
Slower Demos: Sample migrations can take 15–20 minutes, delaying the validation phase.
Which data migration tool should you choose?
Choosing between Help Desk Migration vs Import2 depends on whether you need advanced support for data accuracy or lower-cost, high-volume automation. Both platforms are capable of data transfer, but they align with different operational requirements.
- Help Desk Migration: where data Integrity is non-negotiable. As the industry leader supporting 90+ platforms, the service simplify complex migrations across ITSM, Help Desk, and PSA environments with precision.
- Deep Object Mapping: Unlike generalist tools, Help Desk Migration transfers the entire support ecosystem. This includes tickets, Knowledge Base hierarchies, inline images, side conversations, CC’d users, and private notes.
- Precision & Accuracy: It is built to preserve "Created At" timestamps, Legacy IDs, and complex ticket relationships, ensuring your reporting remains consistent after the move.
- Advanced Control: The Migration Wizard interface allows filtering records by date or adding specific tags during the migration to keep your new instance organized.
- Enterprise Security: With SOC 2 Type II & Type III, SOC 3 and GDPR compliance, it is the safer bet for industries such as Healthcare, Finance, and SaaS that handle sensitive customer data.
- Import2 moves data between major CRM ecosystems such as HubSpot and Salesforce. It is built for speed and simplicity.
- Cost-Efficiency: For businesses with massive ticket volumes (100k+ records) and a limited budget, Import2’s package-based pricing is often significantly cheaper than per-record models.
- Simplicity: Built for a fast, low-friction experience, Import2 works best for straightforward migrations without complex custom objects or knowledge base data.
- CRM Synergy: If your help desk migration is just one small part of a larger CRM overhaul, Import2 provides a unified experience across your sales and support data.
The Final Verdict
Choose Help Desk Migration if: You are moving to a specialized platform (like Jira Service Management or Zendesk), you have a large Knowledge Base to preserve, or you require a detailed "Success/Fail" report for every single record to satisfy a compliance audit.
Choose Import2 if: You are a small-to-mid-sized business moving a high volume of basic tickets between CRMs.
What our customers have to say about us
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Having a smooth transition from Oracle Cloud to Zendesk. Amazing support and technical advice. Delivery was made according to the original project schedule. No extra charges than what was quoted. -
The customer support team were kind, professional, and efficient throughout the entire process. We changed dates of our migration on them twice, and they rolled with the punches. Great customer service. -
Did exactly what they advertised. They imported over 160,000 tickets for us from Desk.com to Zendesk. Quick support, good value and fairly priced.
Don’t just take our word.
Try a free demo and see for yourself.