ServiceNow data import, export, and merging

Import data to ServiceNow with confidence

Import data to ServiceNow easily with Help Desk Migration. Enjoy a smooth, secure, and customizable migration process with transparent pricing, expert support, and features designed to minimize downtime and maximize efficiency.

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Absolutely. These core ServiceNow ITSM records are fully supported.

These entities are migrated and mapped carefully to ensure relationships (e.g., ticket ownership or group assignment) remain intact.

Yes. Many customers test in a sandbox first, then run the final migration into their production instance.

Yes. You can filter data by date, type, or category to import only what’s relevant.

Pricing is based on the volume of records, the features or options you select, and the support level you need. The Free Demo reveals your final cost upfront.

From tickets and agents to organizations, custom fields, and knowledge base articles — Help Desk Migration lets you import all the essentials.

Absolutely. We offer a Free Demo Migration that transfers 20 random records from your source — no strings attached. You get to see how your data lands in ServiceNow, check accuracy, and preview the final cost. Run as many demos as you need until it feels just right.

We support a wide range of ServiceNow records, including incidents, problem tickets, change requests, contacts, users, groups, and knowledge base entries. And if your setup is a little outside the box? We’ll work with you to make sure those custom entities don’t get left behind.

Yes — those visuals stay with your articles. Inline images are preserved during migration (so nothing gets lost), and file attachments come along too. Your content still looks and works as intended.

Yes, our tool automatically rewires internal links to match their new ServiceNow URLs. That means no 404s and no broken experiences for your users.

Absolutely. We’ve done this hundreds of times. We support full KB migrations from Zendesk (and other platforms) into ServiceNow — including images, categories, translations, and cross-links.

Yes! Our mapping wizard gives you full control over where each field lands. Whether you use custom statuses, tags, or ticket types, we help you move them over easily — no hacks or manual edits needed.

Yes. With our "Newest First" option, you prioritize the freshest data. It’s a lifesaver if you’re short on time or need to get your team working on the latest tickets ASAP.

Definitely. You can skip all attachments, or only those older than 6, 12, or 24 months. It’s perfect for reducing migration time and cost.

We migrate call recordings as they are on your source platform. This way, important calls stay accessible inside ServiceNow.

With Custom Demo, you hand-pick exactly which records to test — like specific tickets IDs.

Success Story

Smooth ITSM Migration: Travis Perkins Moves to Freshservice

ServiceNow → Freshservice | Wholesale Building Materials

travisperkins.co.uk
UK
Location
1988
Founded
10K+
Employees
Data Migrated
Incidents
Problems
Changes
Requests
Knowledge base records
Migration Summary

Challenge:
Migrate ITSM and sensitive HR data wholly and accurately.

Solution:
Automated migration with pre-built customizations.

Result:
The company successfully moved all ITSM and HR records to Freshservice.

"I think Help Desk Migration was brilliant. They quickly understood everything we explained and grasped the nuances of how our systems were set up, especially our ServiceNow database."

SK
Saagar K. Business Analyst at Travis Perkins

We had been using ServiceNow for over 12 years. Over time, the system became heavily customized, making it challenging to keep up with the latest features because many of our custom elements were not compatible with new functionality.

The data in our Configuration Management Database became less reliable, as automated discovery tools could no longer be fully supported. Tracking Service Level Agreements and other ITSM performance measures was challenging because our setup had diverged from standard ITIL practices and ServiceNow reporting.

Adopting new features or integrations was expensive and often required third-party implementation.

We decided to move to an ITSM solution that could be self-configured, with built-in AI to provide greater automation for standard processes and simplify overall management.

Our first step in preparation was to segment the data based on use cases for transfer from ServiceNow. Operational datasets migrated into Freshservice included open IT incidents, problems, changes, requests, and knowledge articles. Open and closed HR case data up to three years old were also included.

Archive data was retained for future reference to meet GDPR, audit, and operational requirements. This included closed IT tickets needed for investigations or auditing system access, as well as closed HR cases required to comply with GDPR for up to seven years.

We then defined the data sources, whether ServiceNow archive or production, and identified the targets, including Freshservice and the data warehouse, along with the retrieval methods.

Operational data was mapped at the attribute level between the source tables and the target in Freshservice.

Finally, we decided to commission expertise to manage the retrieval of data from ServiceNow and ensure the migration process was handled efficiently.

The most important data to migrate was HR data containing sensitive, personally identifiable information. Legal requirements demand retention of up to seven years, with accuracy, completeness, and restricted access to unauthorized users.

ITSM data was also critical, particularly open incidents, changes, and service requests. These tickets needed resolution in the target system after cutover, so it was essential to migrate an accurate and complete set of open items just in time.

Clive Allen: It was a big piece of work in a short amount of time, so there was bound to be stress and a few problems along the way. But in the end, everything turned out well.

1. Data mapping

Saagar K.: I’m not from a deeply technical background, so I wouldn’t necessarily call these “challenges,” but some issues only came up as we started running into them. For example, as we explored how the tables and mappings worked, we were discovering things as we went along.

We didn’t fully understand the mappings that Freshworks was doing. In hindsight, I think it would have helped if Help Desk Migration had shown us an example of how all the mappings worked. Then we could’ve handled more of it ourselves. Instead, everything had to go through Freshworks, which added delays and created a few extra problems.

Dee Streikus: Once we started communicating directly with Help Desk Migration, things moved much faster. We understood each other quickly, especially with Clive involved. He and Help Desk Migration were able to sort out the mapping conversations much more efficiently.

2. Retrieving archived data from ServiceNow

The second challenge involved retrieving archived data from ServiceNow. Something happened on the ServiceNow side. The initial extraction missed attachments, necessitating a complete re-run of the process for the large HR dataset and delaying the decommissioning of the previous system.

Vanessa Vasani: To be fair, ServiceNow really rallied in the end to help us solve it. So that was a joint effort. Without their intervention, we wouldn’t have gotten everything done.

Saagar K.: Other than that, the tool’s really intuitive. The Migration Wizard was actually pretty easy to follow, even from a non-technical perspective. We could just go in and kind of understand it. The downloads and extractions were pretty straightforward, though the file sizes for archiving were huge.

Dee Streikus: You’re very flexible and adaptable to customer needs. Every time we asked for something, Ira and Ihor would take it and usually come back with answers within a day at most. You’re very reactive, and almost everything we needed was delivered.

Vanessa Vasani: I thought that because, honestly, the feeling we got was that you really cared about our success. It really came across that it mattered just as much to your team as it did to us. It felt like an extension of our team. It stopped feeling like a third party, and instead, we felt like a group all trying to solve the same problem.

Your platform has a lot of advantages. Apart from the Migration Wizard, the fact that it's reversible and that you've automated the retrieval and deletion process are important. You can do test migrations and then reverse them. I think that’s really powerful. We took full advantage of that.

  1. Engage Help Desk Migration early, months before the move, to support planning.
  2. Retrieving archived records can be slow, so large datasets may take weeks. Plan ahead and confirm all data, including attachments, is recovered.
  3. Data mapping is complex and must be tested in practice, as some formatting issues appear only after migration. Start testing early and allow for multiple iterations.

"I was thinking of giving you kudos for the three P’s—platform, people, and process. I think all of those are really strong."

VV
Vanessa Vasani Head of Enterprise Architecture at Travis Perkins

Why migrate to ServiceNow

  • All-in-one ITIL best practice toolkit

    From handling incidents to managing changes, ServiceNow bundles every essential ITSM (IT Service Management) process into one cohesive platform — making best practices, as covered in the Information Technology Infrastructure Library (ITIL), easy to follow.

  • Centralized platform, unified experience

    Bring every department together under one roof. ServiceNow eliminates scattered data and disconnected tools, creating a seamless workspace where teams collaborate and information flows effortlessly.

  • Automation that works for you

    Wave goodbye to repetitive chores. ServiceNow’s intelligent workflows handle routine tasks automatically, so your team can focus on solving real problems and delivering exceptional service.

  • Integration made refreshingly simple

    Connect ServiceNow to your favorite apps and systems in just a few clicks. No more juggling between platforms — your data and processes stay in sync, making life easier for everyone.

  • Scalable solutions for growing teams

    Whether you’re a small startup or a global enterprise, ServiceNow adapts to your needs. Scale up or down with ease, and never worry about outgrowing your service desk again.

  • Visual dashboards, instant insights

    See your data come alive with customizable dashboards. Track performance, spot trends, and share real-time reports — all without needing a degree in analytics.

  • Self-service portals, empowered users

    Give your users the tools to help themselves. ServiceNow’s intuitive self-service options and knowledge base mean faster answers and fewer tickets for your support team.

  • Predictive fixes that stop problems before they start

    Thanks to AI-driven foresight, ServiceNow can flag potential glitches early on, so you can nip issues in the bud and keep services running frictionlessly.

  • Continuous innovation, world-class support

    Stay ahead with a platform that never stands still. ServiceNow delivers regular updates, new features, and a supportive community, so you’re always equipped with the latest and greatest.

Companies that trusted Help Desk Migration

Memori Sentimentals MotoTote Webpros Accion Almatis

Why Help Desk Migration is ideal for importing data to ServiceNow

Help Desk Migration

A simple migration workflow:

1

Connect your source and target

Start by entering your access details to link your current help desk and your ServiceNow Instance. For ServiceNow, you’ll need the URL, username, and password.

2

Select and map your data

Map tickets, knowledge base articles, users, groups, and other data carefully to their ServiceNow counterparts, ensuring everything lands exactly where it should.

3

Run a Free Demo

Try out a test run with 20 random tickets and 20 knowledge base articles. You can repeat this demo as many times as you like, free of charge. This step also reveals the final cost of your data import to ServiceNow.

4

Check your data

Take a close look at the demo results — check tickets, comments, contacts, organizations, articles, and attachments. Confirm that comment authors stay intact, tickets are assigned correctly, and attachments match their tickets.

5

Complete the Full Migration

When you’re happy with the demo, hit Start Full Migration or schedule it for a time that suits you. Then, relax while Help Desk Migration securely imports all your data to ServiceNow.

Additional options

Add tags to newly migrated tickets

Easily tag incoming tickets to track where each ticket came from as you merge accounts, or organize data from different sources. Tags also make it simple to filter and report on imported tickets later.

How it works

Migrate the newest records first

Prioritize the most recent tickets to minimize downtime and keep your support running smoothly. This option is perfect if you’re working on a tight schedule, with limited migration hours, or want to test ServiceNow and train your team with current data.

How it works

Skip attachments

Choose to exclude attachments from all tickets or only those older than 6, 12, or 24 months. This helps you avoid unnecessary storage costs, skip outdated files, and focus your import to ServiceNow on the most relevant and recent information.

How it works

Side conversations

Preserve internal discussions, escalation threads, and private notes by migrating side conversations from Zendesk. This ensures all team collaboration and important context remain available, even after you’ve left Zendesk behind.

How it works

Call recordings

If you’re migrating from Zendesk, you can bring over call recordings as MP3 attachments or accessible links. This ensures important conversations are preserved and remain accessible in your new ServiceNow environment.

How it works

Migrate inline images as attachments

Inline images embedded in tickets or knowledge base articles can be migrated as attachments. This ensures all your visual content stays complete and accessible in ServiceNow, preserving the look and feel of your original records without any loss during the transfer.

How it works

Update cross-links

The migration tool automatically updates article links and IDs to match your new ServiceNow setup. This keeps your knowledge base articles connected, including translated versions, so users can navigate seamlessly post-migration.

How it works

Use Custom Demo

Test the migration with specific records — like tickets with attachments or sensitive data — to see exactly how your data will look and function in ServiceNow. It’s a safe way to validate unique cases before the Full Migration.

How it works

Migrate customers associated with tickets

When moving to ServiceNow, you can seamlessly transfer customers together with their associated tickets, ensuring all relationships and history remain intact.

Special features

Delta migration

Delta migration lets you keep your current platform fully operational while importing data to ServiceNow. After completing the Full Migration, it transfers only the new or updated records created during that time. This approach eliminates downtime and ensures your support team can work uninterrupted throughout the entire migration process.

Interval migration

Interval migration breaks your data transfer into several smaller batches, allowing you to import data to ServiceNow in multiple sessions scheduled at your convenience. This is perfect for handling large volumes of data without causing long service interruptions, giving you flexibility and control while minimizing impact on your daily operations.

Help Desk Migration

Customizations

Got unique migration needs? We’re here to customize your import to ServiceNow just for you. For example, we can tailor your data transfer by filtering your service desk data in a different way, moving ticket events as private notes, including details linked to inactive users to keep your history intact, importing information from apps integrated with your current platform, adding extra details to your migrated data to fit your workflows perfectly, and beyond.

Start by running a Free Demo migration to see what Help Desk Migration handles automatically. If you have special requests beyond that, just reach out to our support team — we’ll work with you to make it happen.

How much does importing data to ServiceNow
with Help Desk Migration cost?

With Help Desk Migration, pricing is straightforward and transparent — there are no hidden fees or surprise charges. This clarity helps you plan your migration budget confidently and avoid unexpected expenses.

Your final cost depends on several factors: the total number of records you’re moving, any extra features or custom options you choose, and the level of support you need during the process.

The best part? You can find out your exact price by running a Free Demo migration. This trial lets you see how your data will move and shows the final cost upfront, so you know exactly what to expect before initiating data import to ServiceNow with our tool.

Pricing Information

Your service desk data is in safe hands during import to ServiceNow

Security and Compliance

GDPR-compliant

Help Desk Migration fully respects the General Data Protection Regulation (GDPR), ensuring your personal and customer data is handled with the highest privacy standards. This means your data is processed lawfully, transparently, and with your consent, giving you peace of mind throughout the migration.

SOC 2 Type II certified

Our platform holds SOC 2 Type II certification, a trusted industry standard that proves we maintain strict controls over data security, availability, and confidentiality. This certification confirms our commitment to protecting your information against unauthorized access and ensuring reliable service.

Encrypted during transit and storage

All your data is encrypted both while it’s moving between systems and when it’s stored on our servers. This double layer of encryption makes sure that sensitive information stays secure and unreadable to anyone without proper authorization.

No third-party access

Your data is handled exclusively by Help Desk Migration’s secure systems — no external parties have access at any point. This strict control prevents unauthorized exposure and keeps your information safe from potential breaches or leaks.

Help Desk Migration

Don’t let data migration slow you down — turn it into
your next success story with Help Desk Migration

Experience a seamless data import to ServiceNow that’s tailored to your needs, secure, and backed by expert support. Connect with our team today and let’s build your smoothest migration yet.

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