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Where Will a Response for a Migrated Ticket Go?

At some point after the data migration, you probably had to ask yourself a question - ‘Where will a reply for a migrated ticket on target platform go?’ It indeed may seem confusing, but worry no more, as we’re about to draw some clear lines.

There are mainly two possible scenarios – a reply can either go to a very ticket that migrated to a new platform, or it can be a part of a newly created one.

To get a truly comprehensive view, we’ve put the most popular platforms to the test and used Email and Self-Service Portal to reply to a migrated ticket. Let’s take a look at the outcome:

 Email replyPortal reply

Zendesk

Into new ticketInto migrated ticket

Freshservice

Into new ticket

Into migrated ticket

Freshdesk

Into new ticket

Into migrated ticket

Kayako

Into new ticket

Into migrated ticket

Gorgias

Into new ticket

-

Jira Service Management

Into new task (type Email request)

-

Teamwork Desk

Into new ticket

Into migrated ticket

Reamaze

Into migrated ticket

Self-Service Portal allows to view help articles only

Zoho Desk

Into new ticket

Into migrated ticket

Help Scout

Into new ticket

-

If you see the ‘-’ (dash) sign, it means that we couldn't test out the replies due to some platform peculiarities.

In case you have any questions left, feel free to contact our friendly support team. One of our best agents will go back to you to ensure that you receive an answer to any question on the topic.

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