Migrating From Your Old Help Desk Without Losing Your History
Switching help desks feels risky for one reason: history. Years of conversations, customer records, templates and notes live in the old tool, and the fear of losing them keeps teams on platforms they have outgrown. A migration done in the right order takes a week of part-time effort and loses nothing. Here is the order that works. STEP 1: INVENTORY WHAT ACTUALLY MATTERS Not everything deserves to migrate. Sort your old tool into four buckets: - MUST KEEP: contact and company records, open conversations, recent conversation history (often 12-24 months is plenty), attachments customers might reference - NICE TO KEEP: closed conversations older than a year, internal notes, reporting exports - REBUILD, DO NOT MIGRATE: canned responses, tags and views - these deserve a fresh design anyway (old tag jungles are never worth carrying) - DO NOT MIGRATE: spam, test data, duplicate contacts from three imports ago Deciding this first turns an overwhelming archive into a finite checklist. STEP 2: PI...