After completing the data migration, you may wonder where responses to migrated tickets will be directed. There are two primary scenarios:
- Reply to the Migrated Ticket: The response may be directed back to the original ticket that was migrated to the new platform.
- Creation of a New Ticket: Alternatively, the reply could result in the creation of a new ticket.
To offer a comprehensive understanding, we conducted tests using Email and the Self-Service Portal to reply to migrated tickets across various popular platforms. Here's what we discovered:
| Platform | Email reply | Portal reply |
| Zendesk | Into new ticket | Into migrated ticket |
| Freshservice | Into new ticket | Into migrated ticket |
| Freshdesk | Into new ticket | Into migrated ticket |
| Kayako | Into new ticket | Into migrated ticket |
| Gorgias | Into new ticket | - |
| Jira Service Management | Into new task (type Email request) | - |
| Teamwork Desk | Into migrated ticket | Self-Service Portal allows to view help articles only |
| Reamaze | Into new ticket | Into migrated ticket |
| Zoho Desk | Into new ticket | Into migrated ticket |
| Help Scout | Into new ticket | - |
If you encounter a '-' (dash) sign, it indicates that we were unable to conduct tests for replies due to specific platform constraints.
Comments
0 comments
Please sign in to leave a comment.