Migrating from another helpdesk

Migrate in the navigation imports your history from another helpdesk. Four sources are offered today: Zendesk, Intercom, Freshdesk and Help Scout.

Two honesty notes before you start, both stated in the product:

• The import moves tickets and knowledge articles today. Customers and macros appear in the selection step but are disabled: "Not migrated yet", because the migration worker only moves tickets and articles today.
• Access to your old helpdesk is read-only. Nothing is changed or deleted at the source, and your team keeps working through the import.

Starting scans and runs needs admin; anyone can read the reports.

The wizard

Picking a source opens a four-step wizard.

1. Connect. Enter the provider's API credentials (for Zendesk: subdomain, admin email, API token). The connection is tested against the provider's real API before you can continue.
2. Select. Choose what to bring: tickets and knowledge articles.
3. Map. Field mapping is automatic today; a manual mapping step is marked as coming in a later release.
4. Run. The import scans first, then runs.

The scan counts what exists ("Found N articles, N tickets") and collects samples, so you know the size of the job before committing. The run then imports, with per-object progress: done, total and failed counts, updating every few seconds. A run survives a page reload; coming back to Migrate resumes watching the active job. A run that finishes with problems is marked completed with exceptions rather than pretending it was clean.

The report

Every run ends in a reconciliation report:

• A Found / Imported / Could not import / Not reached table per object type, with Download CSV.
• The scope of the import: what this run covered.
• A not searchable yet section for content that arrived but is still being indexed.
• The exceptions list: each item that could not be imported, with the reason and an Open the original link back to the source helpdesk, paged 25 at a time.

Imported tickets land in the Inbox with the Migrated source; imported articles land in the help centre, where the Import report tab shows the same accounting. A cancelled or failed run offers Start the import again, which is incremental and will not double-import what already arrived.

Rolling back

Everything an import brings in is tagged with its namespace, and Delete everything this import brought in is the rollback: it previews exactly what would go (articles, chunks, tickets, events, customers), requires you to type a confirmation phrase, and deletes the namespace whole. It is all-or-nothing per import, and it is the only rollback there is.