Migrating from an old help desk without losing the history that matters

The reason teams stay on a bad support tool is rarely the price. It is the history: years of conversations that nobody wants to lose, and no clear answer about what survives a move.

Sort the data into three buckets before you migrate:

  • Must keep: open conversations, customer records, anything under a contractual or legal retention obligation.
  • Nice to have: closed tickets older than a year, internal notes nobody reads.
  • Can go: duplicates, test tickets, the export nobody has opened since 2021.

Then migrate in that order, and verify the first bucket by opening ten random conversations in the new tool and comparing them with the old one. If the history is wrong for ten, it is wrong for all of them.

The cheapest migration is the one where the new tool holds conversations, customer records and invoices in one place, so you are not migrating three systems into three others.

Migrating a help desk, step by step

Free for the first 3 seats. onsitesai.com

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