Switch helpdesk platforms without losing ticket history
Tickets, conversations, agent notes, SLA data, custom fields, knowledge base articles. Mapped to your new platform, validated ticket by ticket.
Flat-rate pricing. Most migrations complete in 1 to 2 weeks.
Why helpdesk migrations break
Tickets transfer. Conversations don’t. Internal notes disappear. SLA timers reset. Custom ticket types lose their fields, and automation rules can’t follow. Most migration tools move the ticket subject line and maybe the first message. We migrate the full conversation thread, every internal note, every custom field value, and the complete audit trail of who did what and when.
Full conversation threads
Every customer reply, agent response, and internal note. Timestamps and attribution preserved.
Zero support downtime
Migration runs in parallel. Your agents keep answering tickets while we move the data. Cutover takes an afternoon.
Custom fields and workflows
Ticket categories, priority levels, SLA policies, custom statuses. Transformed to match your new platform.
Any platform, any direction
Zendesk, Freshdesk, Intercom, Help Scout, Jira Service Management, HubSpot Service Hub, osTicket.
What most teams try first
CSV export and reimport
Export tickets to CSV, clean up the data, import into the new helpdesk.
You get ticket subjects and maybe the last reply. Conversation threads, internal notes, and attachments don’t survive the round trip.
Built-in migration tool
Zendesk and Freshdesk offer importers for common source platforms.
Handles basic ticket data. Custom fields, automation rules, and satisfaction ratings get dropped. You end up with tickets that lack context.
Start fresh
Archive old tickets and begin clean on the new platform.
Works until an agent needs to reference a customer’s history, or until a compliance audit asks for records. Past conversations have ongoing value.
Built for these situations
Ready to plan your helpdesk migration?
Tell us your source and target platforms. We’ll scope it within 48 hours.
Get a QuoteFrom old helpdesk to new in 1 to 2 weeks
Schema audit
We map every ticket type, custom field, status, and relationship in your source helpdesk. You get a written assessment covering edge cases and data quality issues.
Transformation build
We write scripts to restructure tickets, conversations, and metadata for the target platform. Custom fields mapped, agent assignments preserved, SLA data transferred.
Test migration
Full dry run into a sandbox. Automated validation on ticket counts, conversation completeness, and field mapping accuracy. You review before we touch production.
Production cutover
Live migration with rollback capability. Your team switches platforms in a single afternoon. Open tickets land in the right queues.
Post-migration check
Automated integrity verification on every migrated ticket. 30 days of support for anything that surfaces after go-live.
Why teams choose Stratalis for helpdesk migration
Flat-rate pricing
You know the full cost before we start. No hourly billing, no surprise overruns.
Engineers, not account managers
You talk directly to the people writing the migration scripts. Questions get answered by the people who know the data.
Messy data is our day job
We build data pipelines from unstructured web sources for a living. Helpdesk schemas are well-documented by comparison.
Rollback on every cutover
No data is overwritten until validation passes. If anything looks off, we revert in minutes.
FAQ
All major platforms: Zendesk, Freshdesk, Intercom, Help Scout, Jira Service Management, HubSpot Service Hub, osTicket. We also migrate from email-based systems and custom-built ticketing tools.
We migrate knowledge base content with full formatting, categories, and internal links. Articles arrive ready to publish on your new platform.