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Re:amaze Data Migration Checklist

We know that it might not be an easy decision when it comes to whether you should migrate from your current help desk platform to a new one. The main thing that might be holding you back is the complexity of the process. Indeed, the migration of your data between two different help desk solutions can be challenging because of the amount of work that needs to be done. But what if somebody could do all the stuff for you? Would it make your decision of migrating to a new help desk platform easier? If yes, keep reading this article.

With the Help Desk Migration service, you can effortlessly migrate your data from a wide variety of source platforms and transfer it to a target help or service desk of your choice. Moreover, this solution is highly automated, intuitive, and reasonable in terms of price. And the constant agent support is the cherry on the top.

The only thing you need to do from your side is to take care of the preparation stage before starting the migration. Don’t worry though, as we will be happy to help you out here. In order to do this, we have prepared a detailed guide to lead you through the whole process. Therefore, please follow this Re:amaze data migration checklist and make your migration process go smoothly.

Note: keep in mind that this checklist is exclusive to Re:amaze platform, with all its features and limitations, and is not suitable for other platforms.

What Entities Cannot Migrate to Re:amaze

Before we dive into the checklist, it is essential to let you know that there are certain entities our tool cannot migrate to Re:amaze. This way, you will know for sure what to expect from the migration process. For Re:amaze, the following entities are not available for the transfer:

  • Organizations
  • Groups
  • Inline images
  • KB attachments
  • Custom fields
  • CC in tickets

Despite these categories, all the rest core data can migrate from your current help desk platform to Re:amaze. However, if you really want to preserve any of the entities that are mentioned above, feel free to contact our support team and discuss the possibility of personalized data transfer. This way, we will investigate your case in more detail and do our best to find a proper solution for you.

Note: When importing your Knowledge base into Re:amaze, its dates will change from the original ones to the dates of data migration itself.

Before You Set up the Migration

In order to make your migration go successfully, it is important to go through the preparation stage carefully. Despite the fact that this part is quite lengthy, please follow the steps below accurately. Without further ado, let’s start.

1. Choose a date for migration

We know it doesn’t sound like a top priority thing, but the date of your data migration might have a direct impact on the process itself. Based on our experience, there are several factors that you should consider while picking up the right date to transfer your entities from the old platform to a new one.

  • Give your team enough time to prepare. It’s important not to rush your agents as it’s your team who will have to do the biggest part of the work when it comes to the pre-migration preparation. There is a whole list of things you’ll have to do (which we will discuss in detail later), so it is essential to have enough time to ensure that the integrity of your data is preserved.
  • Be ready to face downtime. The time when your Re:amaze account won’t be available for use may last up to 24 hours. It all depends on the amount and quality of the data you want to migrate. Therefore, we recommend considering the date with as small amount of the help desk related work as possible to minimize the loss.

Now you understand why it is important to start your ‘migration journey’ by picking up a proper date. First things first, you know.

2. Speak to your team

After choosing a date for the migration, we recommend you to gather a meeting with everyone whose work will be affected by the upcoming data transfer. It is essential to discuss the 180-degree turn of your agents’ normal workflow caused by the migration to a new help or service desk platform. Therefore, delegate responsibilities to your co-workers connected to the pre-migration stage, such as closing tickets before the transfer or filtering the existing data. Keep in mind that it might take quite some time, so the sooner you speak to your team, the better.

A tip from the HDM team: set a reminder a day before, to prevent someone from accidentally continuing work on your current help desk. It can be an email, a group call, a calendar event, or whatever works best for you.

The data migration will definitely affect not only your co-workers but also your customers. Therefore, it will be a nice idea to inform your clients about the time and reason for the downtime if you have a blog. By doing this, you will make your customers more sympathetic to you both on the cut-off date and after it (when you will be still learning how to use Re:amaze at full capacity).

3. Clean up your data

Now you have informed your team about the procedure, so it’s high time to clean up your data. There is no doubt that, if you have been using your current platform for quite some time, your data on it is not as clean as you want it to be. There might be tons of duplicates, outdated profiles, invalid emails, or unassigned ticket conversations. Moreover, we are sure that you don’t want to transfer this messy data to Re:amaze.

Therefore, we advise you to go through your existing data manually in order to get rid of the information you don’t need. For example, you might delete some old weight - based on our experience, if you haven’t used certain records for more than a year, you won’t probably use them in the future. We understand that the cleaning process might be time-consuming, but it’s worth it, as you will get a clean workspace as a result.

A tip from the HDM team: ask your agents who deal with the data on a daily basis to go through the records and decide what to keep and what can be left out. We’ve mentioned it above already, but our service charges per migrated record, so the fewer entities you migrate, the less you’ll have to pay.

However, just in case you do not have enough free time or human resources for the manual data clean-up, you have an option of automated filtering. Here is how it works: the only thing you need to do is to tell us the criteria you want your data to be filtered with, and we will take care of the rest for you. You will have to spend some extra money on this, but also, you will save lots of time and effort.

4. Contact HDM team

After you have completed the most time-consuming steps that are mentioned above, get in touch with our HDM team. Drop us a line to discuss the upcoming migration of your data in detail, ask questions you might be bothered with, and coordinate your further actions. Moreover, our team will be glad to discuss the possibility of customizing your data migration on your demand.

You're almost ready

1. Turn off notifications

We understand that email notifications and other triggers are quite useful when it comes to the help or service desks. However, they might have a negative impact on the migration process. Thus, we recommend to disable them before and during the data transfer, so that end-users and admins won’t be bothered with numerous emails. Here is how you can turn off notifications in Re:amaze: click on the icon of your profile at the top right corner of your screen > choose a ‘Notification Settings’ option.

Now, go to Notifications and uncheck all the fields in the ‘Subscribed Channels’, ‘Desktop Notifications’, ‘Email Notifications’, and ‘Mobile Notifications’ sections.

Do not forget to click on the ‘Save Settings’ button after disabling notifications in every section.

Disable Notifications Screenshot

2. Run a demo migration

Our HDM service gives you a chance to experience a free sneak-peek into how things will look like upon the Full Data Migration by offering a demo migration. Therefore, you can run a free demo to test our tool and see how it works before going ahead and paying for the whole transferring procedure.

Our free demo migration absolutely mirrors the process of the Full Data Migration, but on a smaller scale. Here is how it works: after you initiate this trial, we will take twenty random tickets from your source platform and transfer them to Re:amaze. Usually, this process lasts for about five minutes. Furthermore, it can be repeated multiple times: just in case something doesn’t line up after the demo migration, or doesn’t look as you wanted it to, you can always go back to the mapping, do the needed adjustments, and repeat the trial.

Don’t worry about having duplicates on Re:amaze because of the same tickets being transferred to the platform after the Full Data Migration, as the test portion of data will be automatically deleted after the demo migration.

After the Demo Migration

1. Check the results in Re:amaze

After the demo migration is complete, you will be able to see a page with downloadable reports with the IDs of the records in your source platform and the corresponding IDs in Re:amaze. It is essential to go through them carefully and check whether the test portion of data migrated the way you wanted it to. By doing this, you will be sure that the Full Data Migration will go as planned.

While checking the results of the demo migration, make sure that:

  • the comments migrated successfully, and the authors of the comments correspond in your source and target platforms;
  • the tickets are assigned to the correct agents;
  • the customers, and the attachments migrated correctly.
Note: It’s crucial to check each ticket, primarily its location and quality features, to detect any issues right away.

By the way, feel free to go through the detailed step-by-step explanation on how to check the result of your demo migration by getting acquainted with this guide.

If you are happy with the results of the free trial, proceed to the next step. However, if there is something out of place, contact us right away so that our agents will investigate the issue and come up with a possible solution.

2. Request a custom demo

If you have some tickets with more replies, attachments, or notes than your usual ones and want to see how they will migrate to Re:amaze, you can request a custom demo. Here is how it works: we will transfer the specific ticket IDs of your choice instead of random ones. Just drop us a line and request a customized demo migration, and we will discuss it with you.

Before the Full Data Migration

1. Keep in mind the basics

As we have already mentioned above, make sure to schedule the Full Data Migration for a day with the smallest number of incoming requests, no matter whether you plan to leave your current help desk behind, or just move separate teams to a new platform. If needed, you can keep working on your source help desk during and after the migration process. However, keep in mind that the records created or updated after the Full Data Migration starts will not appear in Re:amaze automatically. Thus, you can request the delta migration if you do not want to lose that data. This option can be provided for you for the extra cost.

A tip from the HDM team: you don’t have to sit in front of the computer screen during the Full Data Migration. Simply check on the transfer from time to time, or ask your agents to do so. Our team will keep a close eye on the process of migration and contact you right away in case something would seem out of place.

2. Initiate the Full Data Migration

As you can see, there is pretty much to be done during the pre-migration stage. At this point, however, the complicated part is over, and everything will be handled for you by the Migration Wizard. In order to initiate the Full Data Migration, press the ‘Start’ button. From that moment, all of the records will be migrated from your source platform to Re:amaze one by one.

Note: keep in mind that the Full Data Migration will only begin after the two following requirements are fulfilled:

  • The payment is confirmed. Due to the fact that it might take some time, we recommend you to pay in advance. Moreover, you can also take advantage of our ‘schedule’ feature and choose a preferable time and date of the migration.
  • You’ve agreed with the checklist. Click on the corresponding field to open a mini checklist of the important steps you should take before the data transfer. Don’t forget to put a tick in a checkbox if everything looks good.

3. Don’t change anything

We have already mentioned above that the process of migration might take up to 24 hours (it all depends on the amount of data you want to transfer). Therefore, there’s a high chance that you might notice something that you want to change during the migration procedure. However, we want to warn you that it might have a negative impact on the process of your data transfer, or even lead to its failure. Therefore, do not change anything until the migration is complete. Actually, if you notice something you want to alter during the transfer, you have two following options:

1. You can either wait till the Full Data Migration is complete and only then make the necessary changes.

2. Or you can contact our team so that they will investigate the issue and try to help you out.

After the Import is Done

1. Examine everything

After the Full Data Migration process is complete, all of your data should be successfully transferred to Re:amaze. Therefore, it is a high time to check whether everything went smoothly and examine the data migration results. Similarly to what happened after the demo migration, you’ll see a page with downloadable reports. Check each file and all the IDs by carefully examining everything. Since it’s no longer a small test portion of data, you might need enough time, or help from your agents.

Do not only check the number of migrated records but also make sure they are readable and in the right place. A thorough check-up right after the Full Data Migration leaves a place for a free correction of the migration results on our behalf (within five days after the migration date). So, contact our team as soon as possible in case you notice something out of place.

2. Set up a new platform

Congratulations! Your Re:amaze platform is almost ready to be running now. Just one thing: before you return to your normal workflow and start dealing with tickets, don’t forget to enable all the notifications that you had to turn off previously. Also, redirect email forwarding and set the necessary settings. Finally, do not forget to update the Knowledge Base links in order to enjoy your new platform to its fullest. You are all done now!

Wrapping It Up

All in all, we have covered the whole process of data migration to the Re:amaze platform in this checklist. We understand that the pre-migration stage is time-consuming and a bit complicated, that’s why we hope that a detailed step-by-step guide will come in handy for you. As to the data migration itself, the Help Desk Migration service will take care of everything and make sure your data is smoothly transferred from an old platform to a new one, so you don’t have to worry.

Just in case you still have some questions about the data migration to Re:amaze, our HDM team will be glad to answer them all. Simply click on the chat icon at the bottom right corner of your screen and start talking with our agents right away. We are always happy to help you.

More data migration checklists here.

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