SuperOps — Migration Reference

SuperOps — 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 SuperOps (Ticket)

Field-level support migrating TO SuperOps (Ticket)

Field-level support migrating FROM SuperOps (Company)

Field-level support migrating TO SuperOps (Company)

Field-level support migrating FROM SuperOps (Contact)

Field-level support migrating TO SuperOps (Contact)

Field-level support migrating FROM SuperOps (Article)

Field-level support migrating TO SuperOps (Article)

Migration options available for SuperOps

• Migrate the newest records first - applies to: source (Ticket)
• Select records for Demo - applies to: source (Ticket), source (Article)
• Migrate time entries - applies to: both (Ticket)
• Inline images in tickets - applies to: source (Ticket)
• Skip ticket attachments - applies to: source (Ticket)

SuperOps — Setup & How-To Guide

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

How to disable Priority Matrix in SuperOps?

To maintain the priorities as they were in the source platform, follow these steps to disable the Priority Matrix in your SuperOps account:

1. Log in to your SuperOps account. Go to Settings and select the Priority Matrix option.
2. In the Priority assignment matrix settings, toggle the green switch to turn it grey. Ensure the toggle is grey and click Save.

How to disable email notifications in SuperOps?

Before running SuperOps data migration, you need to turn off notifications. You can do this by following this guide.

1. Log in to your SuperOps account. Go to Settings and choose > Notification Center > Ticket Notification.
2. Click on each notification to make them inactive.

How to remove event triggers on SuperOps?

Before starting the migration to SuperOps, be sure to delete all event triggers on this platform. If triggers remain active, ticket priorities will be transferred incorrectly. Here’s a guide on how to remove triggers on SuperOps:

1. Open your SuperOps and go to Settings. Choose Event Triggers in the Automation section.
2. Hover over a trigger and click the three dots that appear on the right. Then, choose the Delete option.
3. Confirm your action by clicking Delete.

Why is my ticket migration from Syncro to SuperOps failing?

This issue typically occurs when some tickets lack assigned contacts. To resolve it, our migration experts assign such tickets to a default contact so the migration can continue.

If you face this problem, contact our support team, and we’ll help set up the default contact assignment for all affected tickets.

SuperOps Migration Limitations

1. Deleting a requester deletes all related information, including their tickets.
2. SuperOps IT is the version of SuperOps used for internal team communication. This platform has no separate companies — there's a single Organization to which all agents belong.
3. Users have two roles: Technicians and Requesters. Agents from the source migrate as Technicians; contacts migrate as Requesters.
4. Tickets can be migrated to SuperOps without a contact — this is done as a custom migration, per the client's request.