Jira Service Management data import, export, and merging

Import data to Jira Service Management with no downtime and no risk

Take your ITSM to the next level by importing data to Jira Service Management. Help Desk Migration will do all the legwork, helping you move all your tickets, contacts, knowledge base content, and other records quickly and securely with zero risk to your support process.

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Available fields and records for Jira Service Management data transfer

HELP DESK

Agents Migration

With Help Desk Migration, you can map agents from your source platform to agents in Freshdesk and vice versa to control how tickets are assigned after migration. You can map multiple agents to a single one.

Missing agents

No problem — you can automatically create Freshdesk agents during the setup process.

Deleted and inactive agents

You can reassign tickets from deleted or inactive agents to an active agent on the target platform.

Customer Fields:

  • ID
  • Name
  • Email
  • Company
  • Details
    • String custom fields
    • Boolean custom fields
    • Dates custom fields
    • Number custom fields

Organization Fields:

  • ID
  • Name
  • Description
  • Domains
    • String custom fields
    • Boolean custom fields
    • Dates custom fields
    • Number custom fields

Ticket Fields:

  • ID
  • Subject
  • Tags
  • Company
  • External ID
  • Source
  • Status
  • CC
  • Staff
  • Contact
    • Comment author
    • Comment privacy
    • Comment publicity
    • Comment body
    • Comment attachments
    • Comment recording
    • Comment created date
  • Created date
  • Updated date
  • Closed date
  • Brand
  • Form
  • Custom status
  • Type
  • Priority
  • Due date
    • String custom fields
    • Boolean custom fields
    • Dates custom fields
    • Number custom fields

HELP CENTER

Category Fields:

  • Name
  • Description
  • Position
  • Translations

Section Fields:

  • Name
  • Description
  • Position
  • Category
  • Translations

Article Fields:

  • Title
  • Body
  • Position
  • Author
  • Folder
  • Status
  • Tags
  • Redirects
  • Translations
  • Attachments

CUSTOM OBJECTS

Custom objects migration

Move non-standard data—like assets, warranties, and more—into Freshdesk with full structure and relationships intact.

Migration tool

Rely on our smart, reliable migration tool to handle complex Freshdesk custom object transfers with ease.

Outsource migration

Let our experts handle the heavy lifting—perfect for complex or large-scale Freshdesk migrations.

Buy migration

Get one-time, done-for-you Freshdesk custom object migration—no subscriptions, no recurring fees.

Enterprise-Grade Support

Custom object migration backed by professional services, data validation, and expert consulting.

Find out everything about importing data to Jira Service Management. Explore all the details of data import to Jira Service Management. With our step-by-step instructions, you’ll be able to set up a smooth, efficient migration.

With Help Desk Migration, an automated tool you can import tickets, contacts, organizations, agents, knowledge base articles, attachments, custom fields.
Yes, you can import data from multiple systems into a single Jira Service Management instance. Simply connect each source separately and map the data to your desired project(s). You can also tag records by source to keep everything organized.
No, there is no downtime during the data import process. Your support team can continue working as usual while the migration runs in the background. For added safety, Delta Migration can capture any new or updated records made during the process.
A data import to Jira Service Management typically takes anywhere from a few minutes to a few hours, depending on the volume of records, attachment size, and platform API limits. Larger or more complex migrations may take longer.
Yes, you can schedule your data import for off-peak hours. Additionally, with Interval Migration, large datasets can be transferred in smaller batches over time. This approach helps you to avoid performance slowdowns and keeps your service desk running smoothly throughout the migration.
Yes, before starting your data import, create all agents on your new Jira Service Management platform.
Yes, you can import different ticket types and issue types into Jira Service Management. Just make sure they are pre-configured in your target Jira project, and map each source ticket type to the corresponding Jira issue type during the migration setup.
Yes, you can import ticket statuses to Jira Service Management by mapping them during the migration process. Just make sure all required statuses are already added in your Jira project settings before starting the migration.
Yes, you can select specific tickets or articles (up to 20 items) by ID to run a Custom Demo Migration. This lets you preview how your actual data will appear in Jira Service Management.
Yes. Using the Help Desk Migration service, you can migrate both public and private comments to Jira Service Management. This ensures the full conversation history is preserved, giving your team the context they need to continue supporting customers seamlessly.

Discover how we handle the transfer of your help center content — including articles, folders, and categories — to and from Jira's Service Management Help Center.

Yes, you can migrate your knowledge base to Jira Service Management. This includes articles, folders, and categories.
Yes, you can import knowledge base articles along with their translations. If your help desk platform supports multilingual content (such as Zendesk or Freshdesk), our migration tool can preserve language versions during the transfer—ensuring each article appears with its corresponding translation in the new system.
Yes, they can. To ensure all internal links continue to work correctly after import, you can enable the "Update article links" option. This automatically updates all internal links in Jira Service Management, preventing broken references and ensuring a seamless experience for your users.
Inline images are migrated along with your articles. The migration tool automatically transfers them and updates the links within the content body, so the images display in the correct place on the new platform. Additionally, all inline images are migrated as attachments, ensuring they are properly stored and accessible within the system.

Have unique data? We support custom object migration to Jira Service Management through our tailored professional services — ensuring all your business-critical data comes with you.

Yes, you can map custom fields during the migration process. The tool allows you to match your source help desk’s custom fields to the corresponding fields in Jira Service Management, ensuring important data is preserved and placed correctly.
Yes, you can—but you’ll need to run a separate migration for each help center. Each source can be migrated individually into the same Jira knowledge base.
Whether you choose to use our migration tool or rely on our professional services, we ensure your Jira Service Management account is properly prepared for a successful custom object migration.

Help Desk Migration — a Jira Service Management import solution trusted by companies worldwide

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Why import data to Jira Service Management

  • Unmatched integration with developer tools

    Designed for modern tech teams, Jira Service Management easily integrates with source code repositories, CI/CD pipelines, and developer environments.

  • Conversational AI and virtual agents

    Make self-service faster and more intuitive for your customers with built-in AI that powers chat-driven support, virtual agents, and smart suggestions.

  • Visual workflow builder for everyone

    Adapt automated processes on the fly. Jira Service Management’s no-code visual workflow builder makes it uniquely flexible for any service scenario.

  • Effortless cross-team coordination

    Jira Service Management is designed to break down barriers between IT, HR, legal, and more — all in one hub, which means faster incident resolution for your service team.

  • Custom portals for every audience

    Delight your users with branded, role-based portals that put the right information and actions at their fingertips — a feature rarely matched by competitors.

  • Proactive incident and outage tracking

    Don’t wait until issues escalate. Stay ahead of service disruptions with automated alerts, real-time monitoring, and integrated status pages that keep everyone proactively informed.

  • Adaptable to evolving business needs

    Jira Service Management evolves with your organization, supporting new teams, channels, and workflows without costly migrations or complex upgrades.

  • Open ecosystem for limitless expansion

    Tap into the Atlassian Marketplace for hundreds of apps, integrations, and plugins that extend your service desk’s power far beyond what traditional ITSM offers.

  • Continuous innovation and user-driven updates

    Benefit from a platform that evolves with real user feedback so you always have access to the latest features and best practices.

Why Help Desk Migration is a perfect solution for importing data to Jira Service Management

Help Desk Migration

A simple migration workflow

1

Connect your source and target

Link your current service desk solution and Jira Service Management to Help Desk Migration. Type in each platform’s credentials and select the projects you’ll migrate data from and to.

2

Map your data

Direct your data to its new destination by matching fields between your current system and Jira Service Management. Tickets, users, and custom details will be placed exactly where intended.

3

Make a test run

Try out the process firsthand with a Free Demo, which lets you move 20 random tickets and 20 knowledge base articles, getting a preview of how your data will appear in Jira Service Management.

4

Check the results

Explore your Demo results and adjust mappings if necessary. Repeat as many times as you need until your data migration results align perfectly with your requirements.

5

Run the Full Migration

When you’re ready, initiate the full migration at a time convenient for your team. All your data will be securely transferred with minimal to no disruption to your ongoing operations.

Additional Migration Options

Add tags to newly migrated tickets

Help Desk Migration automatically tags each ticket as it arrives in Jira Service Management, making it easy for your team to spot and organize new work from day one.

How it works

Migrate the newest records first

Prioritize your most recent support tickets for early migration so your team can focus on urgent customer needs right away. While your team works on current issues, the rest of your data quietly moves over in the background.

How it works

Skip attachments

Choose to leave attachments behind for a quicker migration. This option is ideal if you want to get your team up and running fast, with the flexibility to import attachments later at your convenience.

How it works

Migrate inline images as attachments

Inline images from your original platform are safely imported as attachments in Jira Service Management. This preserves your visual content, so nothing important gets lost during your move to a new help desk.

How it works

Update cross-links between articles

Help Desk Migration can refresh cross-links between knowledge base articles so they work perfectly in Jira Service Management. Your documentation remains easy to navigate, with all references and connections preserved.

How it works

Migrate content translations

If your knowledge base supports multiple languages, Help Desk Migration moves all translations together. This way, global teams and customers can keep accessing content in their preferred language.

How it works

Use Custom Demo

With Custom Demo, you pick exactly which tickets and knowledge base articles to migrate in your test run. This targeted approach lets you fine-tune your migration and guarantee that your critical records transfer flawlessly.

How it works

Special Features

DELTA MIGRATION

With Delta migration, your service desk keeps humming along even while your data import to Jira Service Management is still underway. After the initial transfer, Help Desk Migration automatically moves any new tickets or updates, so your team can start working in Jira Service Management right away, confident that no recent change has slipped through the cracks.

INTERVAL MIGRATION

Interval migration turns the daunting task of importing massive datasets into a series of manageable steps. By dividing the transfer into smaller chunks, Help Desk Migration keeps your service desk online at critical times. This makes it ideal for companies with large amounts of data or those who can’t afford to pause their operations for long periods.

CUSTOMIZATIONS

If your import to Jira Service Management comes with special requests that our automated features don’t cover, we’re here to help! We can tailor your migration just for you — filtering or transforming your data, bringing in info from connected platforms, adding details to imported records, or making any other custom tweaks you need.

Simply let us know what you’re looking for!

We take care of data safety throughout your import to Jira Service Management

Security and Compliance

GDPR-compliant

Help Desk Migration follows the strictest data privacy regulations, ensuring your information is handled with full GDPR compliance. You can trust that every migration respects your users’ rights and keeps your organization’s data safe and legally protected at every step.

SOC 2 Type II, SOC 3 certified

Our service is SOC 2 Type II, SOC 3 certified, demonstrating our commitment to top-tier security, availability, and confidentiality standards. This certification means your data is managed with rigorous controls and regular audits, giving you extra peace of mind throughout the migration.

Encrypted during transit and storage

Your data is always encrypted — both in transit between platforms and at rest on our secure servers. Advanced encryption keeps your information safe from unauthorized access, ensuring a smooth and secure migration process from start to finish.

No third-party access

We guarantee that only you and your team will have access to your data during migration. No third parties are involved, so your information stays private and fully under your control throughout the import process with Help Desk Migration.

The сost of data import to Jira Service Management: Transparency at its finest

Help Desk Migration offers a straightforward and transparent pricing model. Your total cost is based on the amount of data you import to Jira Service Management, any extra options or special features you choose, custom requests, and your selected support plan.

Best of all, you’ll see your exact migration cost upfront — just run a Free Demo to receive your personalized estimate.

Estimate Jira Migration Cost

The ROI of data import to Jira Service Management with Help Desk Migration

Importing data to Jira Service Management with Help Desk Migration is extremely cost-efficient. First, the process is much faster than manual migration — most migrations wrap up in a matter of hours or days. Second, Help Desk Migration greatly reduces the risk of errors by automatically mapping your data exactly as intended and avoiding duplicates. Finally, you can migrate a wide variety of records with little to no manual work and the risk of downtime kept to a minimum. Want to see exactly how much you’ll save? Use our calculator to get an estimate of your return on investment.

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    ROI Calculator

    Optimize your data migration strategy and estimate your annual savings with Help Desk Migration. Receive your personalized data migration ROI directly to your inbox.

    Thanks for using our ROI calculator! We’ll send your results directly to the email address you shared, so you can get a clear view of your potential savings and returns. Keep an eye on your inbox!

    Help Desk Migration customers see an average ROI exceeding

    Help Desk Migration

    Ready to unlock the full power of the top ITSM platform?

    At Help Desk Migration, we make the transition to Jira Service Management smooth, fast, and secure. Contact us today, and we’ll guide you through every step of your import to Jira Service Management.

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