its always confusing to determine what data is important while migrating any system to a new one. Same is the case with Helpdesk Migrations or switch as well. This article will depict the major data that need to be covered while switching your helpdesk to a new one.
The factor that cannot be avoided in a migration is the Tickets.
After a specific length of time, any tickets that remain open in the old system can be rekeyed in the new platform. Depending on the ticket volume in your organization and other migration considerations, another option that makes sense would be to migrate only recent or active tickets.
Before doing so, we advise doing some testing to compare manual migration of tickets against an automated bulk import. In many cases, particularly when organizations can hire effective temporary employees to do the donkey job, it is cheaper, faster and more efficient to manually enter tickets into the new system.
When it comes to migrating workflows, our advice is simple to sum up:
don’t do it.
If your organization is dumping the legacy Support platform, it is definitely being done so for valid reasons, probably because it wasn’t simply working.
Workflow is such an integral and vital piece to a platform’s ultimate success, it is important to start with an open mind and a clean slate. While old workflows may be a familiar, known quantity, and thus hold some appeal, these old habits can be a hindrance to the ultimate end goal: process optimization.
There can be many different workflows that ultimately yield the desired outcome. When moving away from an old platform, it’s weigh the objectives of a migration and the processes that determines the migration at both ends, without worrying about how things used to work.
Migrating Knowledge Articles
Knowledge, and the ability of a Customer Support team to manage time and resources , is the success factor for any Customer Desk. The service desk is inherently about identifying problems and finding solutions, and knowledge Base play a pivotal role in how well an organization addresses the sharing of knowledge across different levels. Toward that end, organizations need to most fully leverage valid content and migrate it effectively into the new platform. The keys here are validity and effective migration.
Typically, configuration data can be broken down into these categories: users, groups and roles. When importing users, you can choose from different paths. The first, and most straightforward, is to take the user list directly from the old service and import it. Typically, this is a simple export and import process. Because so many details around roles are dependent on, and specific to, a given service desk platform, this is an area that is rarely imported from one platform to another. With Groups, direct import most likely won’t make sense. Your organization may have a well-established definition of groups and what their respective capabilities should be. When importing users, you can also import their group membership, ensuring that group membership nomenclature is aligned with the new platform.
The challenge you would face is the structural difference between the systems and how to cop up with it.