Canada
location
2014
founded
500-1,000
employees
Data migrated
- Tickets
- Contacts
- Companies
- Agents
Industry: Finance/Fintech
Location: Toronto, Canada
Type of migration: Zendesk to Jira Service Management
The challenge: Wealthsimple needed to migrate from one help desk to another within a specific timeline and preserve crucial metadata.
The solution: Automated migration with customizations: tags in a custom field, inline images as attachments, imported side conversations, and a Signature support plan.
The result: The company migrated their data to Jira Service Management.
It was a great experience overall, especially thanks to the sales and support team. I appreciated being able to ask questions before committing to the service, as well as the free demo.
About the company
Wealthsimple Inc. is a leading Canadian online investment management service founded in September 2014 by Michael Katchen, Brett Huneycutt, and Rudy Adler. Based in Toronto, they offer smart investment solutions without high fees and minimum account requirements.
Their team includes financial experts and technology talent from companies like Amazon and Google. They specialize in globally diversified portfolios using low-cost index funds powered by advanced technology for optimized returns and minimized taxes. Beyond their platform, their expert financial advisors are available to help you plan your financial goals and select investment strategies.
Could you tell us a little about what your company does and how you meet your customers' needs and expectations? We'd love to hear your story!
Wealthsimple is a financial services company that aims to put clients’ interests first. We do this by minimizing fees, providing best-in-class financial products, and ensuring total transparency in investment vehicles. Our customer service team provides a human touch and makes sure our clients are always taken care of.
We're always interested in hearing about real-life experiences using our tools. Could you share your thoughts on the Help Desk Migration service?
It was a great experience overall, especially thanks to the sales and support team. I appreciated being able to ask questions before committing to the service, as well as the free demo. That gave me the confidence that the service would meet my team’s requirements. It was also really helpful to have the in-flight support to help correct any issues that we ran into.
What challenge were you hoping to overcome through the migration process?
We had a business need to migrate from one help desk to another within a specific timeline. It was also imperative that the migration was high fidelity and did not omit important metadata.
What specific historical data were you looking to preserve during the transfer?
Our IT team has a huge knowledge base in the form of completed tickets. These are helpful for repetitive tasks as new team members can easily search how tasks were previously handled. It was very important for our team to preserve this information.
Why should someone consider using an automated data migration tool?
It saves a lot of time and money! Just make sure you use a high-quality service, like Help Desk Migration.
We're curious – how did you discover Help Desk Migration?
Through Atlassian Marketplace! I was searching for various tools, and Help Desk Migration was the top result with high ratings.
We're always striving to improve our services. Could you tell us which features of Help Desk Migration were most valuable to you? Have you tried any of our pre-built customization options?
It was very helpful that the service maps most of the fields automatically, but I could also edit any mappings I wanted. I really appreciated the dashboard that showed the migration progress! I would just like to have a time estimate included there as well.
Have you explored other methods for migrating data? We'd love to hear your thoughts!
Yes. I explored other migration services, but they were either prohibitively expensive or poorly rated. I also explored building a custom tool using the public APIs, but that would take much too long.
Do you have any advice for companies considering a data transfer to a different help desk platform? We're all ears!
Definitely look into using a highly rated migration service, as opposed to committing too much engineering effort into building a custom tool!
