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  4. What happens if the customer replies to an open ticket during the migration?

What happens if the customer replies to an open ticket during the migration?

Help Desk Migration does not capture client replies and does not forward them to the target help desk. Simply put, our service does not check for new data during the migration.

If a customer replies to a ticket during the migration here’s what can happen:

  • If you have the new system up and running, and the client replied after the ticket had been imported, then the reply will go to the new help desk.
  • If the ticket has not yet been imported and you have your old system up and running, the reply will end up in the old system. However, our service will not include it in the import.
  • If the ticket has not yet been imported but you’re using the new help desk, then the reply will create a ticket in the new system.

That is why we recommend scheduling the migration for the time with lowest support load.

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