Will the original assignees, message authors and created dates be preserved when we migrate to Gladly?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Gladly. Where Gladly cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If Gladly can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Gladly, review sample records from it and propose how it can be represented, based on what Gladly supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
Will migrating to Gladly send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in Gladly will send messages about the migrated data: we import with notifications switched off wherever Gladly allows it, and pause any automation that could send them or give it a condition that skips migrated records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Can you migrate data that Gladly can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through the application itself where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
What happens if Gladly requires fields our current data doesn't have?
We check Gladly for required fields your current data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Gladly lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
Will links between our records still work after we migrate to Gladly?
Yes. We move your data in two passes. The first pass creates every record in Gladly and stores its new ID. The second pass goes back and points each reference at the new record, so links between records lead to the right place.
Can you combine data from several support tools into one Gladly account?
Yes. Each tool's data is extracted separately and written into the same Gladly account. How records from the different tools fit together is settled in the data mapping before the build. The sample migration includes data from every source, so you can check the combined result before the full run.
What data will be migrated to Gladly, and how will each type of record map?
It depends on your current platform and the scope you choose, but it is usually the core records and everything attached to them. Before anything runs, we send you a migration checklist showing where each type of record lands in Gladly, including anything that won't move, and you confirm the scope.
Do we need to create our custom fields in Gladly before the migration, or do you create them?
Usually we create them as part of the migration. Where Gladly has no API for creating fields, we set them up through its interface, using admin access you grant us. On some platforms we ask your team to create certain fields and tell us which source field maps to each one, and we confirm which applies to Gladly during scoping.
Can you set the same value on a field for every record you migrate to Gladly, such as labelling every contact's phone as 'Mobile'?
Yes, as long as Gladly lets that field be set through its API. Each migration is a custom script, so we can apply a fixed value to a field on every migrated record. We first test that Gladly accepts the value, confirm with you, and then apply it across the board, including on records that have already been migrated.
What happens if some of our field values are longer than Gladly allows?
We handle it in the migration scripts. Fields where Gladly's limit is shorter than your data are identified while we map your data, the handling for each one is agreed with you before the migration runs, and you can check the result in the sample migration before the full run.
Can you migrate our workflows and automations into Gladly, or only our data?
Both can be in scope. Your records are the core of the migration, and workflows, rules and automations can be added: we recreate them in Gladly using its own conditions and actions, since automations don't copy across platforms as they are. Where Gladly's API can't create them, they are set up through its interface instead, and we agree during scoping exactly which ones we rebuild and which your team or implementation partner will handle.
Do you migrate our users, or do we need to create them in Gladly before the migration?
Usually your team creates them, but we can do it for you. We recommend setting up your users in Gladly before the full migration, so every record can be attributed and assigned to the right person; the sample migration uses a default user, so it doesn't need them. If you'd rather we create the accounts, send us the list of users and their roles and we provision them for you, where Gladly allows it.
Will the migration delete or overwrite any data that's already in Gladly?
No. The migration adds your records alongside what is already in Gladly, and nothing there is deleted without your confirmation. Where an incoming record matches an existing one, we link to the existing record rather than creating a second copy, and corrections to migrated records are made as updates wherever possible rather than by deleting and recreating them.
What happens if Gladly rejects some of our records during the migration?
We log each rejected record, fix the cause and push it again. Common causes, such as a required field your data doesn't fill or a value in a format Gladly doesn't accept, are agreed with you and handled in the migration scripts, and the scripts can be re-run safely without creating duplicates. When the migration finishes, you get a list of every migrated record and of anything left out, with the reason.
Will the data we migrate count toward Gladly's plan limits or storage charges?
It depends on your Gladly plan. Migrated records arrive as regular records in Gladly, so whether they count toward its record or storage limits is set by Gladly's pricing, and its own team or your implementation partner can confirm how your plan treats them. If limits are a concern, you can reduce what moves, for example by migrating only the last one or two years of history.
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