Can I migrate Tickets without Contacts?
Unfortunately, migrating tickets alone is impossible. In order to preserve all relations between records, you need to migrate all objects, i.e. Tickets, Agents. Contacts, Groups, etc. Only in this case, our service will transfer everything in the same order as it was in your old help desk and your agents will be able to work with correct records.
Why do contacts matter?
Many platforms (e.g. Freshdesk, Freshservice, Kayako) do not allow complete removal of data, especially Users (Agents and Contacts). That’s because they are a vital connection point between all the records.
For instance, once you delete a contact in Freshdesk, the system does not remove it. Instead, it marks it as DELETED. If that deleted contact needs to submit a new request, their email will be picked up by Freshdesk but automatically put into the spam/trash folder.
Therefore, we do not recommend deleting contacts, agents or changing any other data once you have started the migration.
Importing Contacts beforehand
Let's say you imported the CSV file with Contacts to your target platform and want to skip them during the migration. It's a bummer, but you cannot skip contacts even if you already have them in the target help desk.
There are two reasons for that:
- The API does not allow excluding Contacts from the migration.
- If you already have some information in your target help desk, our Migration Wizard must check for duplicates. To do so, you have to migrate all data, so it can compare the information.
So, whatever your motivation is, importing Contacts beforehand will make the whole process more complex and lengthy.
In case you need to move data only from a certain period of time or a number of purchased agent licenses is fewer on your future help desk, you can request a custom migration. Depending on your current help desk platform we can apply certain filters to migrate a specific set of data.
Also, if you need to reassign tickets between agents, please inform us in advance. For instance, we can reassign the tickets from those agents that will no longer be existent in the target platform to the available ones as you need. Otherwise, they will be assigned to a default agent.