What happens if a customer replies to an open ticket during migration

Help Desk Migration does not capture client replies or forward them to the target help desk during migration. Our service does not check for new data while the migration is ongoing.

Here are possible scenarios:

1. Target platform is active: If the new system is active and the client replies after the ticket has been imported, their response will go to the new help desk.
2. Source system in use: If the ticket has not yet been imported and the old system is active, the reply will remain in the old system. However, the data migration service will not include it in the import.
3. Target platform in use: If the ticket has not yet been imported and you're using the new help desk, the customer's reply will create a new ticket in the new system.

Also most of the target platforms will not be able to match the reply with the migrated ticket and a new ticket with the reply will be created.