Help Scout — Migration Reference

Help Scout — Migration Support Overview

Role in migrations

• Staff (HD): supported as both (source and target).
• Company (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 Help Scout (Ticket)

Field-level support migrating TO Help Scout (Ticket)

Field-level support migrating FROM Help Scout (Company)

Field-level support migrating TO Help Scout (Company)

Field-level support migrating FROM Help Scout (Contact)

Field-level support migrating TO Help Scout (Contact)

Field-level support migrating FROM Help Scout (Article)

Field-level support migrating TO Help Scout (Article)

Migration options available for Help Scout

• Update cross-links between articles - applies to: both (Article)
• Migrate the newest records first - applies to: source (Ticket)
• Select records for Demo - applies to: source (Ticket), source (Article)
• Migrate records associated with tickets - applies to: source (Contact)
• 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)

Help Scout — Setup & How-To Guide

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

How to turn off notifications

Before migrating, make sure to disable notifications to avoid unwanted interruptions. Here's how: Click on the Profile icon. Go to Your Profile, then naviagte to Notifications. Turn off the needed notifications.

How to gain access to all mailboxes in Help Scout?

Before importing your data to Help Scout via the Migration Wizard tool, you’d need to check two following things:

• Make sure that you are either an Administrator or an Owner of your Help Scout account.
• Verify that you have access to all the mailboxes that exist on your Help Scout platform. It is essential because it will help you to avoid the failures of your data migration.

In order to do it, follow these steps:

1. Log in to your Help Scout account and go to your profile.
2. Open “Permissions”.
3. Make sure that you are either an Account Owner or an Administrator.
4. Verify that there is a checkmark next to every mailbox on a list.

Note: In case there is any mailbox without a checkmark next to it, the Account Owner (not the Administrator) has to change it by doing the following: Go to Settings -> Manage -> Users -> Select a user who is setting up the data migration -> Permissions -> Mailbox Access -> Choose all the mailboxes that exist on your Help Scout account.

How to migrate from one Help Scout account to another?

How to authorize both Help Scout accounts

To avoid an error during your authorization on the TARGET stage in Migration Wizard, you have to click ‘Use another login’ at the Help Scout authorization screen. On the SOURCE stage, you had to complete the identical authorization only with your source Help Scout account. So, now you have to choose your other account in order to avoid any errors.

Here is how you do it:

1. Connect the Help Scout account you want to migrate FROM and authorize Help Desk Migration to access your account.
   If you don't want to migrate Docs, leave the Docs API field empty and click Continue.
2. Specify the credentials for the new Help Scout account and click ‘Continue’.
3. During the Authorization click ‘Use another login’.
4. Log into your target Help Scout account and then authorize our service.
5. Now, you can go on with your migration.

How to bypass the email restriction

To be able to use the same email for agent accounts in the new account, there’s one simple thing you should do:

1. First, temporarily change Agent emails in the source Help Scout system (the one you want to migrate FROM).
   Old email: admin@exampledomain.com => New email: admin+1@exampledomain.com
2. Then, create Agents with correct emails in the target Help Scout system (the system you want to migrate TO).

How to calculate the number of Conversations, Customers and Docs in Help Scout?

You can determine the number of all conversations in Help Scout in all Mailboxes at once. Moreover, you can also estimate the number of Customers and Docs.

1. Go to Search.
2. Type All and click the "Enter" key.
3. Find the numbers in the search results

How to view knowledge base articles in Help Scout?

In Help Scout, Articles are divided into Collections. Usually, users check the availability of the Collections through the Docs tab. However, in this tab, you can see only a part of all available collections; this tab is rather useful for searching a specific article Collection.

To view and manage all the Articles from a specific site, follow this path:

1. When logged in to your Help Scout account, click the Manage tab and then select Docs.
2. You will see all the active sites you have connected to your Help Scout account. Here, select the Knowledge Base of the specific site you want to view.
3. Click the Collections tab where you will see the list of all the Collections of this site. Select any Collection from the list.
   1. In the Collection management section that will open up, click Open Collection.
4. You will see the full list of Articles that belong to this Collection.

Go through the same process with all your Collections to check the availability of your Knowledge Base articles.

Where can I get HelpScout Docs API Key?

Click on your profile picture and select Your Profile.

Choose Authentication in the sidebar and click API Keys. There you will find the Docs API key.

Help Scout Migration limitations

1. When transferring your data to Help Scout, select only one mailbox for migration. If you wish to import records into different mailboxes, you will need to configure a separate migration for each mailbox within your Help Scout account. If you're transferring data from Help Scout to another help desk, we can facilitate the migration of multiple mailboxes through a custom data migration. However, for a default migration, you'll need to initiate separate migrations for each mailbox.
2. Be aware that tickets should not exceed 100 comments on the platform. If you have more than 100 comments, the Migration Wizard will create an additional ticket to accommodate the surplus comments.
3. It's essential not to deactivate end-users as we cannot migrate their cases.
4. Agents must be added manually on the target before migration.
5. Groups must be created with the same names as on the source, before migration.
6. Comment answers/replies can't be migrated from Help Scout.