Groove — Migration Reference

Groove — Migration Support Overview

Role in migrations

• Staff (HD): supported as both (source and target).
• Contact (HD): supported as both (source and target).
• Ticket (HD): supported as both (source and target).
• Category (KB): supported as both (source and target).
• Folder (KB): supported as both (source and target).
• Article (KB): supported as both (source and target).

Field-level support migrating FROM Groove (Ticket)

Field-level support migrating TO Groove (Ticket)

Field-level support migrating FROM Groove (Contact)

Field-level support migrating TO Groove (Contact)

Field-level support migrating FROM Groove (Article)

Field-level support migrating TO Groove (Article)

Migration options available for Groove

• Select records for Demo - applies to: source (Ticket), source (Article)
• Inline images in tickets - applies to: source (Ticket)
• Skip ticket attachments - applies to: source (Ticket)
• Add a new tag to tickets - applies to: target (Ticket)

Groove — Setup & How-To Guide

For more information: https://help-desk-migration.com/help/groove-migration-guides/ , https://help-desk-migration.com/help/groove-data-migration-checklist/

How can I find the API Token in GrooveHQ?

First of all, you must have admin rights to access the token. Then, do the following steps:

1. Go to Account Settings.
2. Click the Company and then the API section to see your API Token.
3. Copy the token.

How to add a User to your Groove account?

Before starting the Demo Migration, you need to add users to your Groove account so that the data can be migrated properly.

1. Log into Groove and select Settings in the left sidebar.
2. Select Teammates and click Add your teammates.
3. Enter the users' emails you want to add and separate them by > commas, tabs, or new lines, as the example shows. You can set > these users as admins by clicking the Set as admin toggle. Then > click Next.
4. Tick the inboxes you want those users to access. Then click Invite.
5. Once you click Invite, Groove shows you the list with all invited > users and their roles. Here, you can also check your active and > archived users.

The users need to confirm the invitation to complete the creation of their Groove account.

How to create a knowledge base and migrate the articles to Groove?

With the Help Desk Migration service, you can seamlessly migrate your knowledge base articles to Groove. If you don’t have a knowledge base set up in Groove, follow these steps to create one.

1. From the main menu, open the Automate dropdown and choose Knowledge > Base.
2. Click on Create your Knowledge Base.
3. Enter the name of your knowledge base and click Let’s go.
4. You will see the Groove knowledge base interface. You can manually > add articles here by clicking the “Create article” button.
5. To migrate articles to your Groove knowledge base, connect your > Groove account to the Migration Wizard and choose the knowledge > base site. Then click Continue to initiate the Demo migration > process.

How to disable rules and workflows in Groove?

To avoid conflicts after migrating your data to Groove, make sure you have turned off all Rules and Workflows in advance.

Switch off rules

Follow these steps to turn off Rules so they don’t trigger after migration.

1. Click your profile icon and select Settings.
2. In the Company settings tab, select Rules.
3. Disable each active rule.
4. Confirm there are no active rules left.

Turn off workflows

Follow these steps to disable Workflows in each agent’s Personal settings.

Note: Each agent must disable Workflows individually in their own Personal settings.

1. Press your profile icon and choose Settings.
2. In the Personal settings tab, select Workflows.
3. Under the Assignment section, uncheck the following options:

1. Assign the conversation to me after I reply
2. Assign the conversation to me after I add a note

1. Click Save changes.

After completing these steps, Rules and Workflows will no longer trigger during or after your migration.

Groove migration limitations

1. When more than two agents have left ticket comments, these comments > will be displayed slightly differently. The ticket requester's comments will appear as they were in the source. However, comments from all other contacts will be shown as originating from the ticket assignee.
2. If the agent is not created on Groove, all of the replies will be shown from the assignee's name. In case, both ticket's requester and assignee are not created on Groove, the replies will be displayed from the name of the default agent.
3. Note that if you have base64-format images in your Knowledge Base articles, they will not be migrated to Groove.
4. Data migration can only be performed to a single mailbox, so you'll need to map it to a constant value and select the desired mailbox from the list.
5. In the case of attempting to connect to a different Groove account, the OAuth token does not automatically reset. You can either delete the token on our side or start a new Migration.
6. Base64-format images inside Knowledge Base articles are not migrated.
7. Data can be migrated to only one mailbox. Map the mailbox to a constant value and select the required mailbox from the list.
8. gent notifications are still sent even when rules and workflows are disabled.
9. When a delta migration is required, the client must create a view in Groove with a filter by “Updated” date starting from the moment the original migration began. The client then provides the View ID or the URL of this view so the delta can be configured.