Why Help Desk Migration is the best option for help desk data transfer
Help Desk Migration vs Import2
When searching for data migration services, you might come across Import2. This isn’t about criticizing Import2—it’s about comparing both tools so you can choose the one that best fits your needs.
What is Help Desk Migration?
Help Desk Migration is an automated tool designed to make switching from one help desk to another fast, secure, and painless.What is Import2?
Import2 is an online service that transfers data from CSV files to your chosen CRM, help desk, and project management.What is the difference?
| Help Desk Migration Service | Import2 | |
|---|---|---|
| Support channels | Email, ticket, phone, live chat, knowledge base. | Live chat, email, knowledge base. |
| Free test migration | Yes (allows importing 20 tickets with related records in less than 5 minutes) | Yes |
| Demo Speed | Typically runs in 5 minutes. | Demo runs much slower, typically 15–20 minutes or longer. |
| Demo Configuration | Allows full configuration before the demo to meet user-specific needs. | Defaults are used for demos; configuration happens afterward. |
| Migration from CSV files | Yes | Yes |
| Migration from database dump | Yes | Not available |
| Supported platforms | Supports help desks, service desk, ITSM—over 66 platforms. So it supports more customer service platforms. | Supports CRMs, help desk, project management—53 platforms. Got more focus on CRMs than help desks as support only 16 help desks. |
| Custom Fields | Yes(available for all types and sizes of migrations) | Yes(for databases starting from 25,000 records) |
| Data Mapping | Yes | Yes |
| Mapping Custom Fields | Free for all plans, included in the process. | Custom field mappings are included in the Plus ($999), Premium ($1,499), and Enterprise ($1,999+) plans. |
| User Migration | Yes | Not available |
| Relation Migration | Yes | Yes |
| Customizations | Offers comprehensive customization, including the ability to configure data mapping and migration settings before running a demo, ensuring the process is tailored to user needs. | Import2 supports the migration of custom fields as part of its data migration services. Users can map custom fields from the source platform to the target platform during the migration process. |
| Notifications and Automations | Provides clear warnings and controls to avoid unintentional actions. | Lacks warnings. Notifications / automations may flood users and agents, potentially closing tickets. |
| Pricing | Transparent pricing with no additional charges for comments, attachments, or custom fields. This predictable structure makes it cost-effective, especially for complex migrations. For example, 1 ticket with 2 comments = 1 record. | Charges for all data within tickets, including comments and attachments, which can lead to significantly higher costs. Advanced features like custom field mapping are only available in premium plans starting at $1,499. For example, all components are paid separately (ticket + comments + attachments). A ticket with 2 comments is counted as 3 records, making the pricing higher in practice. |
| Partnerships and Target Audiences | Offers services for both one-time customers, such as small and mid-sized businesses, and long-term partners like Zendesk, Freshworks, Helpdesk, Teamwork, Kayako, Gorgias, eDesk, Re:amaze, SuperOps. The company has been running partnerships with customer service platform vendors and consulting companies for many years, demonstrating its commitment to fostering reliable business relationships. | Primarily focuses on CRM vendors for its partnerships rather than help desk platforms. While they do support migrations for help desks such as Zendesk or Freshdesk, these efforts are more about providing migration tools rather than deep partnerships with help desk vendors. |
| Definition of a Record | Clearly defined: includes tickets, comments, and attachments as a single unit. | Vague; not clearly explained what qualifies as a record. |
| Filtering Options | Available | Available |
| Knowledge Base | Detailed, concise knowledge base. | Extensive knowledge base. |
| User Flow Simplicity | Requires configuration before the Demo, but offers more precise results. | Requires configuration before the Demo, all adjustments to data mapping can be done after the Demo. |
| Security | Robust security - SOC 2 Type I, GDPR, PCI-DSS, HIPAA, AWS Infrastructure, Subservice Organizations Verification, Service Level Agreement. | Significant security concerns: allows login via old links, creating vulnerabilities (e.g., another person can access an account using the same link). |
| Migration options | Offers the extra options like adding extra tag to migrated tickets; skipping the attachments; migrate call recordings; move side conversations; export inline images as attachments; transfer the newest records first. | Does not provide advanced customization options for certain aspects of the migration process, such as tagging tickets, migrating call recordings, prioritizing migrating the newest records first, or handling inline images. |
| Dedicated Account Manager | Yes(support provided for all migrations) | Yes(only in Premium plan – starting at Premium plan ($1,499)). |
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 |
Run a free demo to see the Help Desk Migration in action and figure out the price for your data migration project.
What are the pros and cons of Help Desk Migration vs Import2?
| Help Desk Migration | Import2 | |
|---|---|---|
| Pros | Extensive Platform Support: Over 60 platforms supported, making it versatile for various business needs. | Simpler Initial Flow: Users can quickly start a migration without much pre-configuration, which might appeal to businesses looking for a basic, straightforward process. |
| Cost-Effectiveness: Transparent pricing structure with no additional charges for comments, attachments, or custom fields. This ensures predictable costs. | Import2 handles data mapping during transfer by providing automated tools that match fields between the source and target platforms, allowing users to review and customize mappings as needed. | |
| Customizable Migrations: Users can fully configure their migrations, including custom field mapping, without additional charges. | Import2 supports the migration of custom fields as part of its data migration services. Users can map custom fields from the source platform to the target platform during the migration process. | |
| Security and Privacy: High-security measures to protect user data during migration, with no login vulnerabilities. | ||
| Speed: Typical demo migration completes within 5 minutes, significantly faster than Import2. | ||
| User-Friendly Demo Process: Allows users to configure and preview their migrations entirely before running a demo, ensuring data accuracy. |
| Help Desk Migration | Import2 | |
|---|---|---|
| Cons | Complex Initial Setup: The pre-demo configuration process might appear complex to some users compared to Import2's simpler initial flow. | Limited Platform Support: Only 16 platforms supported, restricting its versatility. |
| Higher Costs: Charges apply to all data within tickets, including comments and attachments, which can quickly inflate the price. | ||
| Slow Demo Migrations: Demo migrations often take 15–20 minutes or longer, which can slow down the decision-making process. | ||
| Limited Features in Base Plan: Custom fields and other advanced features are only available in premium plans, starting at $1,499. | ||
| Security Concerns: Login links can be reused by unauthorized parties, posing potential risks to sensitive data. |
Which data migration tool should you choose?
When choosing a data migration tool for your help desk, it’s important to consider several factors like platform support, customization options, and the tool's experience with help desk migrations.
- Help Desk Migration is a strong choice for migrating between help desk platforms because it has extensive support for over 60 help desk platforms and offers customizable data mapping, making it highly versatile. Additionally, its partnership with various help desk vendors and consulting companies provides the expertise and reliability needed for smooth migrations. Whether you're a small business looking for a one-time migration or a larger organization seeking long-term support, Help Desk Migration caters to both.
- Import2, while a powerful tool for CRM data migrations, is more focused on integrations with CRM vendors like HubSpot, Salesforce, and Pipedrive. Their help desk support is more limited, and their partnerships have been primarily with CRM vendors rather than help desk platforms. While Import2 can still migrate help desk data, it may not offer the same level of support, flexibility, and platform diversity as Help Desk Migration, especially for businesses that rely on specific help desk tools.
If your focus is on migrating between help desk platforms, Help Desk Migration is likely the better fit due to its broader platform support and tailored solutions for help desk migrations.
What our customers have to say about us
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.