Will the original assignees, message authors and created dates be preserved when we migrate to Kustomer?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Kustomer. Where Kustomer cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If Kustomer 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 Kustomer, review sample records from it and propose how it can be represented, based on what Kustomer 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 Kustomer 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 Kustomer will send messages about the migrated data: we import with notifications switched off wherever Kustomer 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 Kustomer 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 Kustomer requires fields our current data doesn't have?
We check Kustomer 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 Kustomer 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.
Do internal notes and system-generated notes migrate to Kustomer, or only customer-facing replies?
Internal notes can come across, and so can system-generated notes where your current help desk's API makes them available. During scoping you choose which notes to include, so Kustomer holds the history your team will actually use.
Will our macros keep their formatting in Kustomer?
The macros you choose to migrate arrive in the format they have in your current help desk, so their content reads as your team wrote it. If you want them restructured or reformatted on the way over, tell us the layout you prefer or share a CSV with it, and we migrate them in that format.
Will links between our records still work after we migrate to Kustomer?
Yes. We move your data in two passes. The first pass creates every record in Kustomer 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 Kustomer account?
Yes. Each tool's data is extracted separately and written into the same Kustomer 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.
Will the migration create duplicate tags or custom fields in Kustomer?
It shouldn't. We map your data onto the tags and custom fields that already exist in Kustomer rather than creating duplicates alongside them, and we can write the scripts so they leave your existing custom field setup unchanged. If any duplicate tags do turn up after a run, we merge them.
What data will be migrated to Kustomer, 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 Kustomer, including anything that won't move, and you confirm the scope.
How do you migrate dependent fields into Kustomer, where one field's options depend on another?
We migrate the parent field and its dependent field together, so each record keeps a valid pair of values. For that to work, the same parent and child options need to exist in Kustomer, with each child option set up under the right parent value; otherwise the dependent value may not be saved. The sample migration shows whether the pairs land correctly, and if they don't, the options are aligned and we re-sync before the full run.
Are attachments migrated to Kustomer, and how do you make sure none are missed?
Yes. Attachments are downloaded from your current platform and uploaded to Kustomer as real files on the same records, wherever Kustomer accepts files on that type of record and within its file size limit, not left as links back to the old system. To make sure none are missed, your Migration Validation Report checks attachment integrity by checksum alongside the record-count comparison, and we can also run an attachment count check against your source and share the results. You can review attachments in the sample migration before the full run.
Do we need to create our custom fields in Kustomer before the migration, or do you create them?
Usually we create them as part of the migration. Where Kustomer 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 Kustomer during scoping.
What happens to custom fields that have no matching field in Kustomer?
You choose how each one is kept. We can create a matching custom field in Kustomer, map it onto the closest existing field, or write its values onto each migrated record as an internal note laid out as readable field-and-value pairs, so the information stays visible without cluttering your new setup. Every field without a match is listed in the migration checklist, and we agree the approach with you before the sample migration.
Can you migrate our data into Kustomer if another team already uses it, and merge it with the records already there?
Yes. Before creating anything, we check each incoming record, such as a company or contact, against the records already in Kustomer, using a matching rule we agree with you, such as an email address or an ID. Where a match is found, the migrated data is attached to the existing record. Records with no match are either created as new records or set aside on a list for your team to review, whichever you prefer, and if you already keep a mapping between the two systems' names or IDs, we can apply it in the migration scripts. We also map your data into the fields the other team already uses rather than adding duplicate fields alongside them.
Will inline images still display after we migrate to Kustomer, or will their links break?
They keep displaying once they are re-hosted, and we plan for that. Where inline images are stored by your current platform, we can download them, upload them to Kustomer and point each image link at its new location, so it no longer depends on your old account. Images embedded directly in email bodies can still be served from your old account, so before you shut it down we can identify the affected records and re-import them with their images re-hosted, and our verification checks on the sample migration include inline images.
Can you set the same value on a field for every record you migrate to Kustomer, such as labelling every contact's phone as 'Mobile'?
Yes, as long as Kustomer 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 Kustomer accepts the value, confirm with you, and then apply it across the board, including on records that have already been migrated.
Will our tags and labels carry over to Kustomer?
Yes. Tags and labels are part of the field mapping and are applied to the same records in Kustomer. Where an old tag has no match there and can't be created, we map it to an existing tag you choose, and you can check how your tags come across in the sample migration before the full run.
What happens if some of our field values are longer than Kustomer allows?
We handle it in the migration scripts. Fields where Kustomer'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 Kustomer, 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 Kustomer using its own conditions and actions, since automations don't copy across platforms as they are. Where Kustomer'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 Kustomer before the migration?
Usually your team creates them, but we can do it for you. We recommend setting up your users in Kustomer 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 Kustomer allows it.
Will the migration delete or overwrite any data that's already in Kustomer?
No. The migration adds your records alongside what is already in Kustomer, 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 Kustomer 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 Kustomer 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 Kustomer's plan limits or storage charges?
It depends on your Kustomer plan. Migrated records arrive as regular records in Kustomer, so whether they count toward its record or storage limits is set by Kustomer'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.
Can our macros or saved replies keep their folder structure in Kustomer?
Usually, in a form Kustomer supports. Each macro's folder is captured in the migration checklist, and you can rename folders there before the run. Where Kustomer has no folders for macros, we apply a tag named after each original folder, so your team can filter and find them grouped the way they're used to. Where it does have folders, we can place the migrated macros in a folder you choose.
At what stage of the migration to Kustomer are our macros moved over?
Usually during the historical migration, before the final delta sync at go-live, though the timing is agreed with you. Macros can also go into the sample migration so your team can review them before the full run. Any you decide you want after go-live can be migrated then.
Why might some of our macros not migrate to Kustomer?
Usually because something a macro depends on isn't in Kustomer yet. A macro whose actions reference a team, field or other setting that doesn't exist there can't be created until that item is set up, so we list those macros for you to create the missing items or tell us how to adjust them. Others may have been left out by choice in the migration checklist, not returned by your current platform's API, or blocked by a limit on how many macros your Kustomer account can hold. Any you want later can still be migrated.
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