Prepare the source
Export records you are authorized to move, then map the fields to the Message CSV or normalized JSON format.
Prepared export importMove from another helpdesk.
Move from another helpdesk.
Bring the history.
Your customers should not have to repeat themselves because you changed helpdesks. Preview the supported records, map your team and check the result before moving your live channels.
Know what you are moving.
A successful move starts with a clear scope and a source account you can still access.
Bring supported history
The contacts, conversations and messages present in your prepared file. CSV mapping includes authors, timestamps, status and private-note visibility.
Check the boundaries
This is a file-based import, not a native another helpdesk API connection. A raw vendor export may need conversion. Missing fields and unavailable attachments cannot be reconstructed by the importer.
A controlled movePreview first.
Preview first.
Switch when you are ready.
Importing history and moving live customer traffic are separate steps. Keep the current helpdesk available while you check both.
Choose a small, useful sample
Pick a period with open and resolved requests, internal notes and a few attachments. Inspect the discovery warnings and dry-run preview before starting.
Map the people and the work
Match agents to teammates and groups to departments. Choose whether to include internal notes, closed requests and supported articles. Set the date range you intend to move.
Import and reconcile
Review the import progress and record-level failures. Compare a sample of source conversations with their destination, including timestamps, authors, visibility and ownership.
Move live channels deliberately
Configure and test your widget, mailboxes and phone routing. Run the supported follow-up import or prepare a fresh export, then move live traffic when your team has signed off.
The next conversationA new workspace.
A new workspace.
A familiar customer.
Imported history gives your team a place to pick up the request. Configure your live channels and approved knowledge so new conversations can join the same working Inbox.
- Read a complete thread from the source
- Check that private notes remain private
- Confirm ownership, status and attachment access
- Test a new inbound message and a reply
History moves.
Your workflow needs a check.
Keep your original export. Use stable source IDs and the same dataset name when preparing follow-up files. Validate internal-note visibility before importing the rest.
Test your customer-facing AI on the approved knowledge after import. Imported articles stay drafts until you review and publish them.
Before you start
A few useful answers.
Does importing delete anything in another helpdesk?
The source import reads records. It does not close or cancel your source account. Keep the original system and exports available until you have validated the migration.
Can I pause or retry the migration?
Migration jobs expose progress, pause and resume controls. Stable source IDs support deduplication. Review any failed records and credential errors before resuming; a completed job does not prove every unavailable source item was imported.
Will it recreate my automations and settings?
No. Plan separate checks for routing, permissions, macros, automation rules, widgets, domains and connected services. These are operational settings, not conversation history.
How long will the move take?
It depends on the source, record count, provider limits and attachment availability. Use the preview and a trial import to estimate your own migration. Do not cancel the source service based on a generic time estimate.