SupportPal — 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).
Field-level support migrating FROM SupportPal (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | Yes |
| Assignee | Yes |
| Group | Yes |
| Attachments | Yes |
| Comments | Yes |
| Tags | Yes |
| Custom fields | Yes |
| CC | Yes |
| First Response Time | No |
| Created date | Yes |
| Updated date | Yes |
| Closed date | Yes |
Field-level support migrating TO SupportPal (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | No |
| Assignee | Yes |
| Group | Yes |
| Attachments | Yes |
| Comments | Yes |
| Comment Created date | No |
| Comment Author | Yes |
| Tags | Yes |
| Custom fields | Yes |
| CC | Yes |
| First Response Time | No |
| Created date | Yes |
| Updated date | No |
| Closed date | No |
Field-level support migrating FROM SupportPal (Company)
| Field | Supported |
| Domains | Yes |
| Tags | No |
| Custom fields | No |
| Notes | No |
Field-level support migrating TO SupportPal (Company)
| Field | Supported |
| Domains | Yes |
| Tags | No |
| Custom fields | No |
| Notes | No |
Field-level support migrating FROM SupportPal (Contact)
| Field | Supported |
| Tags | No |
| Custom fields | No |
| Phone | No |
| Notes | No |
Field-level support migrating TO SupportPal (Contact)
| Field | Supported |
| Tags | No |
| Custom fields | No |
| Phone | No |
| Notes | No |
Migration options available for SupportPal
- Select records for Demo - applies to: source (Ticket)
- 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)
SupportPal — Setup & How-To Guide
SupportPal Migration Limitations
- When migrating to SupportPal, the first comment will be the ticket's subject. This is because an initial message must be created first, before comments can be added.
- Migration to SupportPal is performed into a single department by default. Migrating into several departments can be done as a custom migration. A department in SupportPal is the equivalent of a Brand in Zendesk.
- For custom migrations into multiple departments, agents must have access to all departments for the duration of the migration.
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