Will the original assignees, message authors and created dates be preserved when we migrate to Re:amaze?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Re:amaze. Where Re:amaze cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If Re:amaze 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 Re:amaze, review sample records from it and propose how it can be represented, based on what Re:amaze 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.
What happens to tickets assigned to agents who have left the team or don't have an account in Re:amaze?
They still come across. Before the migration runs, you decide where they go: to a fallback owner you choose, or left unassigned where Re:amaze allows it. Either way, each ticket can get a tag with the original agent's name, for example Assigned_to_Jane, so your team can still see and filter who handled it and reassign them later.
Will all our ticket tags carry over to Re:amaze, and can migrated tickets be marked so we can tell them apart?
The tags on the tickets being migrated carry over. Tags come across as part of each migrated ticket, so a tag that isn't on any migrated ticket isn't created in Re:amaze, and you can also limit the migration to a list of tags you choose in the migration checklist. Each migration is a custom script, so we can stamp every imported ticket with a tag such as "migrated", or, where Re:amaze has custom ticket fields, a field value you choose, so they are easy to filter, and if you ask for a change after reviewing migrated tickets, we re-sync those tickets with the update. The sample migration shows exactly how your tags appear before the full run.
Will migrating to Re:amaze 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 Re:amaze will send messages about the migrated data: we import with notifications switched off wherever Re:amaze 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.
Will you migrate our knowledge base articles to Re:amaze as well as our tickets?
Yes. Knowledge base articles can be part of the same migration as your tickets, and move into your Re:amaze knowledge base.
Can we migrate only the contacts who have tickets to Re:amaze, not our whole contact list?
Yes. We pull your tickets first, collect the distinct requesters from them, and migrate only those contact records. Contacts with no ticket history are not added to Re:amaze.
Can you migrate data that Re:amaze 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.
How do you check that our tickets in Re:amaze match the originals?
We run verification checks that compare each migrated ticket in Re:amaze with its original in your current help desk. They cover message content, HTML rendering, inline images and attachment checksums.
If we don't recreate all our custom fields in Re:amaze, will that data still be kept on our old tickets?
Yes. We can write custom field values onto each migrated ticket as an internal note, laid out as readable field-and-value pairs. Your team can still see that information on every historical ticket, and only the fields you plan to keep using need to be recreated.
Will our full ticket conversations come across to Re:amaze, or only notes on each ticket?
We migrate the full conversation on each ticket, not a summary saved as notes. Where your current help desk's API doesn't expose part of the history, our engineers retrieve it from your current help desk directly and work out a route to load it into Re:amaze. You check the result in a sample migration before the full run begins.
What happens if Re:amaze requires fields our current data doesn't have?
We check Re:amaze 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 Re:amaze 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 Re:amaze, 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 Re:amaze holds the history your team will actually use.
Will our custom ticket fields map to the right fields in Re:amaze?
Yes. Before anything runs, we map each of your custom fields to its destination field in Re:amaze and confirm the mapping with you. You then review a sample migration so you can check that the values land where you expect, and we make any mapping changes before the full migration.
Can you migrate hundreds of thousands of tickets and contacts to Re:amaze?
Yes. Every migration is a custom script built for your project, so volume is something we plan for, not a limit on what can move. At large volumes, run time is set mainly by how fast your current help desk's and Re:amaze's APIs accept requests, and we plan the full run around that. Before the full run, we test the mapping and throughput with a sample migration.
Will links between our records still work after we migrate to Re:amaze?
Yes. We move your data in two passes. The first pass creates every record in Re:amaze 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 Re:amaze account?
Yes. Each tool's data is extracted separately and written into the same Re:amaze 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 our ticket formatting, including HTML content, carry over to Re:amaze?
Yes. The migration script converts ticket content, including HTML, into the format Re:amaze expects, and our verification checks compare migrated tickets with the originals, including how the HTML renders. The sample migration lets you compare migrated tickets side by side with the originals before the full run, and if anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.
Will the migration create duplicate tags or custom fields in Re:amaze?
It shouldn't. We map your data onto the tags and custom fields that already exist in Re:amaze 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 Re:amaze, 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 Re:amaze, including anything that won't move, and you confirm the scope.
Are attachments migrated to Re:amaze, and how do you make sure none are missed?
Yes. Attachments are downloaded from your current platform and uploaded to Re:amaze as real files on the same records, wherever Re:amaze 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.
Can you set the same value on a field for every record you migrate to Re:amaze, such as labelling every contact's phone as 'Mobile'?
Yes, as long as Re:amaze 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 Re:amaze 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 Re:amaze allows?
We handle it in the migration scripts. Fields where Re:amaze'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 Re:amaze, 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 Re:amaze using its own conditions and actions, since automations don't copy across platforms as they are. Where Re:amaze'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 Re:amaze before the migration?
Usually your team creates them, but we can do it for you. We recommend setting up your users in Re:amaze 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 Re:amaze allows it.
Will the migration delete or overwrite any data that's already in Re:amaze?
No. The migration adds your records alongside what is already in Re:amaze, 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 Re:amaze 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 Re:amaze 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 Re:amaze's plan limits or storage charges?
It depends on your Re:amaze plan. Migrated records arrive as regular records in Re:amaze, so whether they count toward its record or storage limits is set by Re:amaze'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.
Are deleted tickets included when we migrate to Re:amaze?
Only if you want them. You decide during scoping whether deleted and spam tickets are included, and we apply that choice to every run, including the final delta sync. Some platforms keep deleted tickets as scrubbed records with no remaining content; we flag any we find and migrate them only if you ask.
Do you migrate live chat, SMS and messaging conversations, such as WhatsApp, into Re:amaze, and do they keep their original channel?
Yes. Chat conversations and messages from channels such as WhatsApp or Instagram are migrated as tickets alongside your email history, where your current platform makes them available through its API or an export. Re:amaze may not let imported tickets keep every original channel: some platforms take most imported tickets in through a general API channel instead. So we keep the original channel wherever Re:amaze allows it, and can tag each ticket with its original one, such as chat, SMS or WhatsApp, so your team can still find and filter them. If an export leaves out the message content for some channels, we tell you and agree another way to retrieve it.
If our exported tickets have no status, what status will they get in Re:amaze?
We set them to closed by default, unless you choose another status. Without a status to map from, migrated tickets are treated as history and kept out of your team's live queues. If you want some of them open, tell us which ones and we set those as open, and if you change your mind after the migration, we can update their statuses in bulk.
Will tickets that have no customer email address still be migrated to Re:amaze?
Yes, if you want them. Some help desks need an email address or telephone number to create the customer a ticket belongs to, so we flag every ticket whose requester has neither, including where your current platform's privacy settings hide the email from its API, and send you the list. You can then give us the right email for each requester, or have the tickets migrated with placeholder email addresses, and we migrate them that way. Before flagging a ticket, we also look for its contact elsewhere in the ticket's data.
If our spam tickets are migrated to Re:amaze, will they still be marked as spam?
Yes, they can be. If you choose to include spam tickets, we mark them, for example with a spam tag, alongside a migration tag if you use one, so they stay easy to find and filter in Re:amaze, and we include some in the sample so you can check them. If you'd rather leave spam behind, we agree a filter during scoping and it isn't imported.
Can you migrate our customer satisfaction (CSAT) survey responses into Re:amaze?
Yes, where Re:amaze can store them. Where it accepts satisfaction ratings, we migrate them with their tickets, which can need an extra permission on the new account's connection. Where it has no native place for historical ratings, we bring the scores across another way, such as a custom field or a tag on each ticket, agreed with you during scoping.
Can the activity history on each ticket, such as status changes and assignments, be migrated to Re:amaze?
Usually not as a native timeline. Event history such as status changes and assignment timestamps stays with your old account and generally isn't something a help desk accepts on import, so it is left out of the migration. Each ticket still arrives with its full conversation, status and assignee, and with its original timestamps where Re:amaze accepts them, and parts of the history that matter to you can be kept another way, such as a tag with the ticket's original status or an internal note.
Can you migrate tickets that belong to private or restricted categories into Re:amaze?
Yes, once the migration's connection can reach them. If a category or group is private or restricted in your current help desk or in Re:amaze, the account we connect with may not be able to read or create tickets in it, so we flag every ticket this affects. You can then lift the restriction or give the connection the access it needs, such as an admin-level account, and we migrate the remaining tickets, or tell us to leave them out.
If we have social media messages, such as Facebook and Instagram comments, will they keep the right author and show where they came from when we migrate to Re:amaze?
Yes, as far as your current platform records it. Each message is attributed to the author your current platform's API reports, and messages from your team show under the right agent as long as that agent's account exists in Re:amaze before the tickets are migrated; otherwise they fall back to the default agent. We also carry over the message source in as much detail as the API provides, for example telling comments on Instagram posts apart from comments on Instagram ads.
Can you migrate email threads that never became tickets from our email account, such as Gmail, into Re:amaze?
Yes. Once your email account, such as Gmail, is connected, we can pull selected email threads directly from it, for example for a date range you choose, and migrate them into Re:amaze as tickets. We share the list of threads with you to confirm before anything moves. Because they were never tickets, some details can look different from tickets migrated from your help desk.
Will tickets that have no messages or comments still be migrated to Re:amaze?
Yes, if you want them. Some help desks can't create a ticket without at least one message, so we flag every ticket that has none and send you the list rather than skipping them silently. We first check whether the content is stored elsewhere in your current platform, such as a ticket description we can use as the first message. Otherwise we can migrate the ticket with a placeholder message, or leave it out if you prefer.
What happens to a conversation that mixes email and chat messages if Re:amaze keeps those channels separate?
We agree the approach with you during scoping. One option is to split the conversation into a ticket for each channel, each carrying the same subject, tags and other details, so the two are easy to find together on the same customer. If you'd rather have a single thread, we confirm during scoping whether Re:amaze can hold it that way, and you check the result in the sample migration.
Will a customer with several email addresses or telephone numbers end up as duplicate contacts in Re:amaze?
Not if we agree the merges with you first. We identify records that share an email address or telephone number and propose merges in the migration checklist, where you confirm each one and choose which address stays primary. Each merged set becomes one contact holding all of that customer's tickets and, where Re:amaze allows it, all of their email addresses. We don't merge on a guess, so records you don't confirm stay as they are.
If we use a chatbot, do you migrate it and its conversation flows into Re:amaze, or only the conversations it handled?
We migrate the conversations it handled, not the chatbot itself. Every chat conversation the bot took part in comes across with your ticket history, while the chatbot's own setup isn't migrated as data and is set up again in Re:amaze where it offers one. Workflows and automation rules are a separate item, and the ones you have today can be recreated in Re:amaze as agreed during scoping.
Will our customers be able to see their migrated conversations in Re:amaze, for example in a customer portal?
It depends on Re:amaze. Migrated tickets are attached to each customer's contact record like any other ticket, so where Re:amaze has a portal that shows customers their own tickets, the migrated ones can appear there, while internal notes stay private to your agents. Some portals only show tickets or replies set up in a particular way, so we confirm during scoping how imported tickets show to customers in Re:amaze and check it in the sample migration.
Can our agents reply to customers from migrated tickets in Re:amaze?
Yes, where Re:amaze treats migrated tickets as regular tickets and your support email is connected to it. An agent's reply from a migrated ticket then goes out to the customer, and the customer's next reply continues on that same ticket. Some help desks keep imported tickets read-only, so we confirm this for Re:amaze and test it on your account before your team relies on it.
Will the information that integrations show in our tickets be migrated to Re:amaze?
Not if that information lives in the integration rather than in your help desk. This information is often drawn live by the integration, and where your current platform doesn't store that data or return it through its API, it can't be migrated with the tickets. The tickets and their conversations migrate as normal, and your team reconnects each integration to Re:amaze after cutover.
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