How Unassigned tickets migrate
Our customers often ask us why all Unassigned tickets from their source help desk will be automatically assigned to a default agent in the target one. The main reason is that we enable dynamic data mapping for our customers during the data migration. It means that customers can themselves change the ticket fields mapping however they want. So, to avoid any inaccuracies or mix-up with inserting the tickets into the target system and maintaining the correct relationships between your records, we link all unassigned tickets to the default agent.
Another reason for this is that in most help desks it’s impossible to create a ticket without assigning it to an agent. As a result, the data migration just won’t be able to proceed until the problem is fixed.
You can choose which of your agents will be a “default” one before the data migration. Just inform us beforehand so that we can set up the correct settings.
You can also order a customization for your data migration, and we’ll set up a process with your unique requirements and move the Unassigned tickets as they are to the platforms that have such a ticket status.
You can set up a custom data migration and migrate your unassigned tickets to the following platforms:
- Jira Service Management