Updated March 18, 2025
2003
founded
200+
employees
USA
location
Data migrated
- Tickets
- Agents/Contacts
- Companies/Groups
- Attachments
- Notes
- Custom fields
- Knowledge base
Company: Petplan
Industry: Insurance
Company size: 201-500 employees
Headquarters: Newtown Square, PA
Type of migration: Jira Service Management to Freshdesk
The challenge: Petplan needed to migrate extensive historical data, including over 10,000 tickets, while ensuring that custom fields were transferred correctly. This required custom coding to maintain data integrity and ensure a seamless transition to Freshdesk.
The outcome: Help Desk Migration worked closely with Petplan to fine-tune the migration process. By addressing custom field complexities and running multiple test migrations, the team ensured all critical data was transferred accurately. Once satisfied with the setup, Petplan proceeded with the Full Data Migration and successfully transitioned to Freshdesk.
Industry: Insurance
Company size: 201-500 employees
Headquarters: Newtown Square, PA
Type of migration: Jira Service Management to Freshdesk
The challenge: Petplan needed to migrate extensive historical data, including over 10,000 tickets, while ensuring that custom fields were transferred correctly. This required custom coding to maintain data integrity and ensure a seamless transition to Freshdesk.
The outcome: Help Desk Migration worked closely with Petplan to fine-tune the migration process. By addressing custom field complexities and running multiple test migrations, the team ensured all critical data was transferred accurately. Once satisfied with the setup, Petplan proceeded with the Full Data Migration and successfully transitioned to Freshdesk.
About Petplan
Petplan has built the industry’s leading pet insurance for pet parents who demand a higher pedigree of care for their best friends. We’ve leveraged 40 years of global experience to create completely customizable coverage pet parents can feel confident in, and world-class claims service that’s second to none—24 hours a day, every day.
Petplan’s innovative approach to pet insurance has been recognized by Forbes, Financial Times, Bloomberg, Inc. magazine, Smart CEO, the Communicator Awards, Ernst & Young and many others.
You used Help Desk Migration service to transfer data from Jira Service Management to Freshdesk. How did it go? Was the procedure confusing at any point?
The migration went well. We had a large amount of data to move so it took some time, but overall the process went well and our account manager was very helpful throughout the migration process.
Why did you decide to migrate data?
We decided to move to a cloud-based helpdesk platform. We had over 10,000 tickets we wanted to keep after we moved to the new platform, so we had to find a solution to migrate them.
What pieces of advice would you give to those who are also looking for data migration?
Test the migration process multiple times to identify any gaps. There may be data you didn’t realize you were missing until it is tested.
Key Takeaways for Businesses Considering Migration
- Thorough Testing is Essential: Running multiple test migrations helps identify missing data and ensures a smooth transition.
- Custom Fields Require Special Attention: If your business uses custom fields, working with an experienced migration team can help ensure proper mapping.
- Support Matters: Having a dedicated account manager can make the process smoother and more efficient.
By leveraging Help Desk Migration’s expertise, Petplan successfully transitioned to Freshdesk, ensuring uninterrupted support for their customers and a seamless cloud-based helpdesk experience.
FAQs: Jira Service Management (aka Jira Service Desk) to Freshdesk
Cloud-based customer service is a way to deliver support using cloud technology, rather than relying on traditional on-premise systems. With cloud-based solutions, companies can manage customer inquiries, feedback, and support requests through software hosted remotely. This approach is flexible, scalable, and cost-effective, allowing businesses to easily adjust resources as needed. Features like ticket management, live chat, knowledge bases, and automated responses help streamline support operations. Plus, support teams can work from anywhere, improving response times and delivering better customer experiences.
The four types of customer data are:
- Personal Data: Information that identifies an individual, such as name, email address, phone number, and physical address.
- Behavioral Data: Insights into how customers interact with a company, including browsing history, purchase behavior, and engagement with marketing campaigns.
- Transactional Data: Details about customer transactions, such as purchase history, payment methods, and order values.
- Psychographic Data: Information about customer preferences, interests, attitudes, and lifestyle choices, often gathered through surveys or social media interactions.
Cloud computing for customer support refers to using cloud-based software and services to manage and deliver customer support. Instead of relying on on-site servers and hardware, businesses leverage remote servers hosted on the cloud to handle customer inquiries, track issues, and provide assistance. Cloud computing enables customer support teams to access tools and data from anywhere, ensuring flexibility and scalability. It also provides features like ticket management, live chat, knowledge bases, and automation, helping companies respond more quickly and efficiently to customer needs. This approach simplifies infrastructure management and offers cost savings while improving overall customer service.
Moving customer service to the cloud offers several benefits:
- Scalability: Cloud-based solutions allow you to easily scale your customer support operations up or down based on demand, ensuring you’re always prepared for changes without major investments in infrastructure.
- Flexibility: Support teams can work from anywhere, which is especially valuable for remote teams or businesses with multiple locations. This also helps maintain consistent support availability.
- Cost-Efficiency: Cloud solutions reduce the need for expensive on-site hardware and maintenance, allowing businesses to pay for only the resources they use.
- Improved Collaboration: Cloud platforms enable real-time collaboration among support teams, making it easier to resolve customer issues quickly and share important information.
- Automation and AI: With cloud-based tools, businesses can leverage automation, AI, and chatbots to handle repetitive tasks, freeing up support agents to focus on more complex issues.
- Data Security and Backup: Cloud providers often offer robust security features and regular data backups, ensuring that customer data is protected and easily recoverable in case of an emergency.
- Better Analytics: Cloud-based systems often come with built-in reporting tools, providing valuable insights into customer interactions, trends, and performance, helping improve service strategies over time.
When migrating customer service to a cloud help desk, there are several important points to consider:
- Data Security and Compliance: Ensure the cloud provider meets security standards and complies with relevant regulations (e.g., GDPR, CCPA) to protect customer data and maintain privacy.
- Integration with Existing Systems: Check how the cloud help desk will integrate with your current tools and systems, like CRM, billing software, or knowledge bases, to maintain a seamless workflow.
- Scalability and Flexibility: Choose a cloud solution that can scale with your business growth, allowing you to add more agents or features as needed without significant disruption.
- Customization and Features: Evaluate whether the cloud help desk offers the necessary features, like ticket management, automation, reporting, live chat, and multichannel support, and if it can be customized to fit your unique processes.
- User Training and Adoption: Consider the learning curve for your support team and customers. Provide adequate training to ensure a smooth transition and encourage quick adoption of the new system.
- Cost Structure: Understand the pricing model of the cloud service, including any additional costs for premium features, additional users, or higher levels of support, to ensure it fits your budget.
- Service Reliability and Uptime: Verify the cloud provider's uptime guarantee and reliability to avoid potential disruptions to customer service. Check if they offer SLAs (Service Level Agreements) for support and availability.
- Migration Plan: Develop a clear plan for migrating data and processes from your current system to the cloud. This should include timelines, risk management strategies, and testing phases to minimize downtime during the transition.
- Customer Experience: Ensure the cloud help desk solution enhances the customer experience by providing faster response times, better self-service options, and more efficient communication channels.
- Support and Maintenance: Evaluate the level of support provided by the cloud provider. Ensure they offer adequate customer service, troubleshooting, and ongoing system updates.
