1922
founded in
235
employees
US
location
Data migrated
- Tickets
- Contacts
- Companies
- Attachments
- Notes
- Knowledge base
Additional services
- Custom fields migration
- Knowledge base migration
- Adding new platform
Migration Overview
Tom reached out to request a migration from Parature to TeamSupport. At that time, our Migration Wizard didn’t support an automatic migration to TeamSupport. So, we dug into the TeamSupport API to determine if a migration was even possible.
After reviewing the API, we confirmed that we could migrate the data, but it wouldn’t be straightforward. TeamSupport has a unique way of handling knowledge base articles, which meant some custom work was needed to ensure the articles transferred correctly.
In the end, the Help Desk Migration team successfully completed the migration, and Minerva Networks is now up and running with TeamSupport.
The Challenge
Minerva Networks needed to transfer their data, including tickets, contacts, knowledge base articles, and more, to TeamSupport. At the time, our Migration Wizard didn’t support TeamSupport, so our team needed to explore TeamSupport's API to determine if the migration was feasible.
Key Challenges:
- Limited Automation: With no built-in support for TeamSupport in the Migration Wizard, we had to manually investigate the process.
- Knowledge Base Complexity: TeamSupport uses a unique structure for managing knowledge base articles, which required custom work to ensure a seamless migration.
The Solution
After evaluating the system, we confirmed that the migration was possible, but it would require custom work to accommodate TeamSupport's unique knowledge base structure. Despite the complexity, we successfully migrated all essential data, including custom fields and attachments, ensuring Minerva Networks' support system continued running smoothly without disruption.
Steps Taken:
- Initial Assessment: We examined TeamSupport’s API to confirm that the data transfer was feasible.
- Custom Migration: Developed a tailored approach for migrating knowledge base articles and custom fields.
- Seamless Transition: Ensured no data was lost during the migration, allowing for a smooth transition.
Why They Chose to Migrate
Minerva Networks needed to switch support tools when their previous system was discontinued. This prompted them to search for a more flexible and reliable solution to meet their expanding needs. Migrating to TeamSupport allowed them to maintain uninterrupted customer service operations and scale with confidence
Tell us a little about your company and yourself
My name is Tom Howard and I am the Director of Support for a company that creates middleware as well as full solutions for customers that want to provide IPTV services to their customers.
About Minerva Networks
Minerva Networks, Inc. provides service management solutions for delivering advanced pay television services. Their flagship product, the Minerva Entertainment Delivery Platform, includes the Minerva Back Office, which allows operators to manage and deliver a variety of entertainment experiences. These include linear TV programming, video on demand, subscription VOD, pay-per-view, and Internet-based over-the-top content, as well as personal media. Additionally, their MINERVA EDGE platform enables deployments in both data center and cloud environments. Minerva Networks serves service providers and operators across the globe.
Headquarters of Minerva networks in San Jose, CAYou migrated from Parature to TeamSupport using the Help Desk Migration service. How did you like the process?
The procedure went pretty well. It was my first time doing a job like this and I learned a lot in the process. I think the biggest difference between my expectation and the reality was how much longer getting everything correct would take.
Why did you decide to migrate data?
Our old support tool was ending their service so we were forced to make a change to a new system.
The procedure went pretty well. It was my first time doing a job like this and I learned a lot in the process.
Any tips you’d like to share with those looking to migrate to another help desk?
Start as early as possible because unless everything will be exactly the same on both systems you are bound to forget about some details which can cause delays.
Final Thoughts
This migration story underscores the importance of careful planning and flexibility when switching help desk platforms. Although the process presented challenges, Minerva Networks is now enjoying the benefits of a more efficient and effective support system.
Facing a similar migration challenge? Discover how Help Desk Migration can simplify your transition with minimal downtime and maximum accuracy.
FAQs section
- Data Mapping: Ensuring that data from the old system is mapped correctly to the new system is crucial for a smooth transition.
- Custom Fields & Workflows: Migrating specific configurations, such as custom fields and workflows, often requires additional steps and attention to detail.
- Knowledge Base Migration: Different platforms handle knowledge base articles in unique ways, which may necessitate a tailored approach to ensure a proper transfer.
- Initial Assessment: Evaluate the current system and the new platform to understand the data structure and identify potential challenges.
- Data Cleanup: Clean and organize the data to ensure only relevant and accurate information is migrated.
- Backup: Ensure a full backup of all data before starting the migration process to prevent any potential data loss.
- Pre-Migration Audits: Thoroughly audit the data before starting the migration.
- Data Validation: After migration, perform data checks to ensure accuracy and consistency.
- Testing & Feedback: Involve users in testing the system post-migration to identify any discrepancies.
Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard.
