Here’s What To Do When Merging Help Desk Instances

There are times when merging two support departments that come from different companies just makes sense. It saves money, it accelerates delivery, and perhaps the most important aspect, it saves you the headache. However, as you might have guessed, not all is as good as it might seem. Every merge comes with its own set of troubles, which we will discuss today.

Why Merge Help Desk Instances?

While there aren’t any rules or requirements for you to not merge stuff, we do recognize that there are times when it is actually beneficial to move all your instances to a single roof and operate from there. Here are just a few of them:

Same System Use — When both teams use the same system but different instances, it is only natural that you move them under the same banner. It will speed up things for both parties.

Separate System Use — Similar to our previous case, it is good to merge people to a single help desk instance when both teams work in different tools with different products. They can still operate with their respective products but they no longer have to be in different environments.

Acquisition — And finally, it is good to merge help desk instances when one company bought the other and they plan on working together.

And that’s pretty much it. Sure there are many other cases but the point stands. Now the question is, what platforms can you migrate between? Keep reading!

Platforms You Can Migrate To

Now we don’t have any kind of limitation on what kind of platform you want to move. In fact, over the years, we’ve come to notice a trend among companies. There is a considerable percentage of business owners that ask us to migrate and unify multiple accounts from popular platforms such as Zendesk, Freshdesk, and Help Scout. Here are a few success stories you can read:

The UrbanYou Case — UrbanYou needed to move their data from Zendesk to Zendesk in a fast and effective manner. We prepared everything for a seamless transition and successfully completed the work. Here is what they had to say about our service:

Migrating our Zendesk data with Help Desk Migration was an absolutely seamless experience. We had a very complex case because we had over 200 000 tickets, and HDM just made it much easier.

Noga Edelstein
Noga Edelstein Co-founder
of UrbanYou

The 4FRNT & J Skis Case — Similarly to our previous success story, J Skis and 4FRNT wanted to unify two Help Scout accounts into one banner. Here’s what they had to tell us at the end:

This Migration was more of consolidation for us than anything. Previously we were using two separate Help Scout accounts for each brand… With the help of their customer service, it was very easy to set up and complete.

Andrew Cassano
Andrew Cassano Customer Service Manager
at J Skis and 4FRNT

The AirByte Case — AirByte needed to move from a Zendesk account to take over support from another agency but couldn’t handle the process themselves so they asked us. Here’s what they had to say:

We needed to migrate existing tickets to a new Zendesk… [HDM], it’s certainly worth it as it saved me hours or writing a migration script

Ross Beale
Ross Beale Technical Director
at Airbyte

Tips Themselves

Now that we are done advertising ourselves, let’s take a look at some of the cool tips and tricks you can employ to streamline things up. Also, these aren’t your typical bullet-point tips, we want to share some practical stuff, so pay close attention and take notes:

Services You’ll Support — One of the first things you have to do before doing any merging, is to define what services you will run and what kind of data you might need. Whether it is as simple as installing a certain OS for your agents by sending out notifications about upcoming changes, you need to handle this particular problem first.

How You’ll Handle Unusual Questions — After you are done defining what services you’ll provide, you need to be prepared to answer some incoming questions. These usually come in bundles so make sure both, your employees and your customer questions are answered in advance. This will save you a ton of time, as well as it will allow you to streamline work much, MUCH, faster!

Shared Processes — After you are done answering questions, it wouldn’t hurt to identify what processes are shared between the teams and whether it is possible or not, to merge them in the same fashion. This will, again, streamline work and will not cause any commotion as to who is responsible for what. The best way to do it is to make sure that every team member sings the same song, eats in the same restaurant, and ultimately, watches the same show.

Transitional Stages — And last but certainly not least, you have to define what are your transitional stages. Typically, this process involves decision making in regards to when and where you will be using certain tools during the various transitions you will undergo. This also has to be communicated to your team correctly as otherwise, you’ll encounter errors, roadblocks, and delays along the way which can be costly. Finally, it is best that you overestimate timeframes as you never know what might come up.

How to Merge Data

And now for the juicy part. Every customer can set up the migration process using our website. The process is quite easy to follow and doesn’t take a lot of time. However, if you have additional requests or need a custom migration process, we are happy to oblige. Our experts are ready to deliver personalized migration work at any time. Just head over to our chat and our technicians will do their best to solve your particular issue.

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