Move from another help desk

Bring your tickets, contacts and articles from a spreadsheet.

Go to Settings > Import tickets, contacts & articles.

What you need

Most help desks can export their data to CSV files. Export contacts, tickets and articles as separate files.

Import in this order

1. Contacts first, so tickets can find their customers.
2. Tickets.
3. Articles.

For each file, choose it, then match its columns to Helpdesk's fields. Check the match before you click Import.

Good to know

• Imported tickets keep their dates and don't send any email to customers.
• A ticket's status goes to the closest match. Set up your Statuses first if you use your own.
• Attachments aren't imported from a spreadsheet.

Switching over

1. Import a small file and check the result.
2. Connect your email. See Connect your email.
3. Import the rest, then point your website's forms and chat at Helpdesk.

Keep your old system available for a little while, in case someone asks about an old conversation.