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Teamwork Desk Data Migration Checklist

If you think of migrating from your current help desk platform to a new one, you probably wonder how difficult this procedure is. Well, we won’t deny that the transferring process might be challenging and time-consuming. However, it is definitely worth the effort, as a new platform can provide you with new functions and possibilities.

Moreover, you won’t be left all alone with the data transferring process, as our Help Desk Migration service team will be glad to help you out. We will not only migrate the records from your current platform to a new one but also provide you with a highly-automated, intuitive, and cost-effective service. Sounds appealing? Go on with reading this article and get acquainted with how the procedure works.

In order to initiate your data transfer, you will need to go through the pre-migration stage carefully. Don’t worry, though, as we have prepared a detailed guide that will support you during the whole process. So if you want to transfer your records from your current platform to Teamwork Desk, follow our step-by-step instructions by going through this data migration checklist.

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

What Entities Cannot Migrate to Teamwork Desk

Before we look into the checklist itself, we want to figure out a very important thing: our tool cannot transfer each and every kind of records from your current platform to Teamwork Desk. In order to avoid any unexpected surprises after the data migration, it is preferable to be aware of the entities that won’t be imported into your target platform beforehand. There are several types of records that are not available for migration to Teamwork Desk:

  • Organizations
  • Groups
  • Inline Images
  • ‘Created at’ Dates for Tickets and Comments
  • Comments’ Authors
  • CC in Tickets

True, the list above might seem a bit long. However, take into account that all the core data can still be imported into Teamwork Desk. Furthermore, if you still want to preserve any specific entities that are not available for migration, simply drop us a line. Our HDM team will gladly investigate your case and find the best possible solution by setting up a personalized data transfer for you.

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

Before You Set up the Migration

It is crucial that you prepare everything carefully before initiating your data migration. Only a well-prepared transferring process will be successful. That’s why let’s not waste our time and start the preparation for your data migration right away.

1. Choose a date for migration

Although you might think that picking up a date for the data transfer is the last thing you should do, we want to warn you that it is actually the first one. The thing is that it might influence the process of migration in both positive and negative ways. From our experience, please take the following factors into account while choosing a proper date to extract the records from your current platform and import them into Teamwork Desk:

  • Give your team enough time to prepare. Your agents will have to do the most substantial part of work during the preparation for the data migration, so it’s essential not to rush them. There is an extensive list of what to do before the transfer (we will discuss it in detail in this article). Therefore, your team has to have a reasonable time frame in order to preserve the integrity of your data.
  • Be ready to face downtime. Keep in mind that the duration of the data migration depends on the amount and quality of the records you want to import into Teamwork Desk. Based on our experience, it might take up to 24 hours from the beginning till the end of the transfer. That’s why we would advise you to plan the migration on the day with the smallest amount of platform-related work, so you’ll be able to minimize the loss.

After going through the factors that are mentioned above, you probably get why it is crucial to select a proper date before you begin your ‘migration journey’. We all know that a good beginning makes a good ending, right?

2. Speak to your team

Now you know the date of your data migration, so why not gather a meeting with your team and inform them about the upcoming changes? Discuss with your agents a reversal of their normal workflow caused by the migration to a new platform. Also, delegate responsibilities connected to the pre-migration stage: define who will be in charge of closing tickets, or filtering the existing data. Remember that such preparations take quite a bit of time, so it’s better to speak to your team as soon as possible.

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

Don’t forget to inform your customers about the upcoming data transfer, too. There is a high chance that they will be affected by the migration, so it would be nice to have them notified about the time and reason for the downtime by creating a corresponding blog entry. In this fashion, you will get your customers’ leniency not only on the cut-off date but also after it (when you will be still learning how to use Teamwork Desk).

3. Clean up your data

So you have already chosen the migration date and informed your team about it. Therefore, it’s high time to prepare your data for the transfer. We understand that if you have been working with your current platform for a while, there might be such old weight as duplicates, outdated profiles, invalid emails, and unassigned ticket conversations. In such a case, there is no doubt that you might want to go through your existing data and clean it up manually so that you won’t transfer those messy records to Teamwork Desk. From our experience, if you haven’t used certain data for about a year, there is a high chance that you won’t use it in the future. That’s why it is preferable to delete such records before the transfer.

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.

We know that it might be difficult to free up enough time or human resources for such a manual data clean-up. Don’t worry, though, as you can request automated filtering by our HDM team. Tell us the criteria you want to use while filtering your records, and we will do for you all the rest. This way, you will spend some extra money, but save a lot of time and effort.

4. Prepare Teamwork Desk for the transfer

After preparing your data for migration by filtering it, go on with the preparation and get your Teamwork Desk ready to receive that data. Do the following:

1. Create agents. In Teamwork Desk, you need to manually create agents if you want this category to be transferred from your current platform. To create agents in Teamwork Desk, log into your account and click on the ‘People’ button.

People Teamwork Screenshot

Now, go to Agents > Invite Agents.

Agents Teamwork Screenshot

Fill in the agent’s first and last name, email address, and type. Also, move the toggle to make the agent an administrator if needed. Don’t forget to press ‘Next’.

Agents Next Teamwork Screenshot

Keep in mind that the email of agents in the source platform and in Teamwork Desk must correspond. Moreover, your agents have to accept an invitation from you. Only after that, they’ll become active. Visit this guide to find more information about how to create agent profiles in Teamwork Desk.

2. Create custom fields. You will also need to manually create custom fields in Teamwork Desk in case you want these entities to migrate from your current platform. To create a custom field in Teamwork Desk, click on your profile’s icon in the top right corner of your screen and go to ‘Settings’.

Custom fields Teamwork Screenshot

Then go to ‘General’ > ‘Custom Fields’ > ‘Add Field’. This way, you will be able to create a custom field.

Add field Teamwork Screenshot

Now, type in the custom field’s name and type, and press ‘Next’.

Add Custom field Teamwork Screenshot

In case you need more information on what types of custom fields exist in Teamwork Desk, visit a detailed instruction on how to create custom fields on this platform.

5. Consider the peculiarities and limitations of Teamwork Desk

It is essential to get acquainted with all the peculiarities and limitations of Teamwork Desk before initiating the data migration. Otherwise, you might experience some unexpected surprises after the transfer is complete. So please mind the following peculiarities and limitations of Teamwork Desk:

  • Do not deactivate users before the migration process, as we won’t be able to transfer their tickets;
  • Since both ‘created at’ dates and ‘comments’ authors’ cannot be imported into Teamwork Desk, you can migrate them in a body of comments. Drop us a line and we’ll explain how to do it in detail if needed.

6. Contact HDM team

You have already gone through the most time-consuming part of your pre-migration preparation. Now, feel free to get in touch with our HDM team. This way, we will discuss the upcoming data transfer in detail with you. Please ask us questions you are interested in, agree on your further actions, and talk over the opportunity to have a customized data migration according to your needs.

You’re almost ready

1. Turn off notifications

In order to let the migration process from your current platform to Teamwork Desk go smoothly, turn off the notifications. This way, you will prevent your end-users and admins from receiving tons of unnecessary emails. To disable notifications in Teamwork Desk, click on your profile’s icon and select the ‘View Profile’ option in the dropdown menu.

View Profile Teamwork Screenshot

Now, go to ‘Notifications’ and untick all the active ones.

Notifications Teamwork Screenshot

Visit this guide to learn more about how to disable email notifications in Teamwork Desk.

2. Disable triggers

You would also need to disable triggers before importing your data into Teamwork Desk. Since triggers perform specific actions as a result of pre-defined conditions, there is a chance that they will continue doing this during the migration process. Therefore, active triggers might have a negative impact on the data transfer unless you disable them. Visit our step-by-step guide that shows how to disable triggers within Teamwork Desk and follow it before initiating a demo migration.

3. Run a demo migration

After putting the finishing touches on your pre-migration stage, you can initiate a free demo migration. It is a great chance to test our tool and see the way it works before paying for the Full Data Migration.

Here is how it works: we will transfer twenty random tickets from your current platform to Teamwork Desk. The process of the trial migration usually takes about five minutes and reflects the principle of working of the Full Data Migration. Moreover, you can repeat it as many times as you wish: you can always change the mapping settings, do the needed adjustments, and re-run the demo migration in case you notice that the test portion of data was transferred to Teamwork Desk not the way you wanted it to.

Finally, don’t worry about having duplicates after the demo migration, as the test records will be automatically deleted after the transfer.

After the Demo Migration

1. Check the results in Teamwork Desk

This stage of our checklist is as vital as all the previous ones. Please check the results of the demo migration as soon as the trial transfer is over. Here is how you do this: after the demo migration, you will see a page with downloadable reports with the IDs of migrated records on your screen. Examine them carefully and check whether the records were imported to Teamwork Desk the way you wanted them to. This way, you will be sure that the Full Data Migration will be done in a proper way.

During the check-up of the demo migration results, make sure that:

  • all the comments got migrated;
  • the tickets are assigned to the correct agents;
  • the customers, the companies, the custom fields, 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.

In case you want to know how to check the result of your demo migration in more detail, visit our detailed guide with a step-by-step explanation of how to do it.

After checking the results of your trial data import into Teamwork Desk, proceed to the next step, but only in case you are completely satisfied with the way the demo migration went. In case there is something out of place, contact us immediately and let our agents explore the issue and find a possible way out.

2. Request a custom demo

If you want us to transfer some specific tickets (with more replies, attachments, or notes than your usual ones) from your current platform to Teamwork Desk during the demo migration, request a custom demo. Drop us a line, and we will do a customized demo import for you so that the specific ticket IDs of your choice will be transferred to your target platform instead of twenty random tickets.

Before the Full Data Migration

1. Keep in mind the basics

You already know that it is preferable to schedule the Full Data Migration for a day with the smallest amount of platform-related work, no matter whether you plan to give your current help desk over or to move only separate teams to Teamwork Desk. In both cases, we would recommend you not to use your platform until the migration process is complete. In case you still need to do some work on your source help desk during the migration process, go on. However, keep in mind that the data created and updated in the period of time when the Full Data Migration is running will not appear in Teamwork Desk automatically. If you don’t want to lose these records, you can request a delta migration. Our agents will migrate that data for you for an extra fee.

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

You have already done a lot of work during the pre-migration stage. Now, the Migration Wizard will do all the rest for you. That means that the most challenging part of work is already over. Just press the ‘Start’ button and initiate the Full Data Migration. This way, all the records will be transferred from your current platform to Teamwork Desk 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 in this checklist that the process of the Full Data Migration might take up to 24 hours, depending on the amount of data you want to transfer. Therefore, let us suppose that there is a possibility that you will decide on something that you want to change during this period of time. However, we want to stress that you shouldn’t alter anything on your own while the migration process is running. If you don’t wait for it to be complete before applying any changes, it might negatively impact the transfer of your data or even lead to its failure.

Don’t worry, though, as we have prepared for you the two following suggestions of what to do in case you want to alter something in the midst of the migration process:

1. Wait till the Full Data Migration is complete and only then apply the necessary changes.

2. Contact our support team and allow them to investigate the issue for you so that they will try their best to help you out.

After the Import is Done

1. Examine everything

After the import of your data into Teamwork Desk is complete, your task is to check whether everything went fine. Do you remember the way you examined the data migration results after the trial transfer? Well, now you have to do the same, but on a bigger scale. After the full data transfer is over, you will see a page with downloadable reports. Control each file carefully by examining all the IDs. Since this time it’s no longer a tiny test portion of data, you might need quite a bit of time and help from your agents.

Please check not only the number of migrated records but also whether they are readable and in the right place. Remember that the sooner you examine your data after the Full Data Migration, the better, as we provide you with an option of a free correction of the migration results on our behalf within five days after the data transfer date. Therefore, get in touch with us right away in case you notice something out of place within your migrated entities.

2. Set up a new platform

That’s actually all. In the long run, your Teamwork Desk platform is almost ready to be running now. Simply do the following final things and feel free to return to your normal workflow: enable all the notifications that you had to turn off before the migration process, set the necessary settings, and update the Knowledge Base links.

Finally, configure email forwarding to Teamwork Desk by going to your profile’s icon > ‘Settings’.

Settings Teamwork Screenshot

Proceed to ‘Inboxes’, choose an Inbox you want to edit, and click on ‘Email Settings’ in the dropdown menu.

Email Settings Teamwork Screenshot

Now, make the necessary modifications with the forwarding email address.

Hopefully, now you can enjoy your Teamwork Desk to its fullest now!

Wrapping It Up

Altogether, we have covered the whole process of data import into the Teamwork Desk platform in this checklist. No one would argue that the procedure requires time and effort, but we expect our detailed step-by-step guide to help you out here. As well, our Help Desk Migration service will do the data migration process for you, so your records will be extracted from your old platform and imported into Teamwork Desk fluidly and without much extra effort from your side.

Moreover, if you still have any questions concerning the data migration from your current platform to Teamwork Desk, get in touch with our HDM team. Just click on the chat icon at the bottom right corner of your screen and our super-friendly agents will answer all your inquiries.

More data migration checklists here.

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