Will the original assignees, message authors and created dates be preserved when we migrate to SurveySparrow Ticket Management?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in SurveySparrow Ticket Management. Where SurveySparrow Ticket Management cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If SurveySparrow Ticket Management 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 SurveySparrow Ticket Management, review sample records from it and propose how it can be represented, based on what SurveySparrow Ticket Management 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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management will send messages about the migrated data: we import with notifications switched off wherever SurveySparrow Ticket Management 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 we migrate only the contacts who have tickets to SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management.
Can you migrate data that SurveySparrow Ticket Management 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 SurveySparrow Ticket Management match the originals?
We run verification checks that compare each migrated ticket in SurveySparrow Ticket Management with its original in your current help desk. They cover message content, HTML rendering, inline images and attachment checksums.
Will our full ticket conversations come across to SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management. You check the result in a sample migration before the full run begins.
What happens if SurveySparrow Ticket Management requires fields our current data doesn't have?
We check SurveySparrow Ticket Management 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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management holds the history your team will actually use.
Will our custom ticket fields map to the right fields in SurveySparrow Ticket Management?
Yes. Before anything runs, we map each of your custom fields to its destination field in SurveySparrow Ticket Management 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 SurveySparrow Ticket Management?
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 SurveySparrow Ticket Management'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 SurveySparrow Ticket Management?
Yes. We move your data in two passes. The first pass creates every record in SurveySparrow Ticket Management 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 SurveySparrow Ticket Management account?
Yes. Each tool's data is extracted separately and written into the same SurveySparrow Ticket Management 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 SurveySparrow Ticket Management?
Yes. The migration script converts ticket content, including HTML, into the format SurveySparrow Ticket Management 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.
What data will be migrated to SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management, including anything that won't move, and you confirm the scope.
Are attachments migrated to SurveySparrow Ticket Management, and how do you make sure none are missed?
Yes. Attachments are downloaded from your current platform and uploaded to SurveySparrow Ticket Management as real files on the same records, wherever SurveySparrow Ticket Management 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 SurveySparrow Ticket Management before the migration, or do you create them?
Usually we create them as part of the migration. Where SurveySparrow Ticket Management 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 SurveySparrow Ticket Management during scoping.
What happens to custom fields that have no matching field in SurveySparrow Ticket Management?
You choose how each one is kept. We can create a matching custom field in SurveySparrow Ticket Management, 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.
Will inline images still display after we migrate to SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management, such as labelling every contact's phone as 'Mobile'?
Yes, as long as SurveySparrow Ticket Management 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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management allows?
We handle it in the migration scripts. Fields where SurveySparrow Ticket Management'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.
Do you migrate our users, or do we need to create them in SurveySparrow Ticket Management before the migration?
Usually your team creates them, but we can do it for you. We recommend setting up your users in SurveySparrow Ticket Management 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 SurveySparrow Ticket Management allows it.
Will the migration delete or overwrite any data that's already in SurveySparrow Ticket Management?
No. The migration adds your records alongside what is already in SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management's plan limits or storage charges?
It depends on your SurveySparrow Ticket Management plan. Migrated records arrive as regular records in SurveySparrow Ticket Management, so whether they count toward its record or storage limits is set by SurveySparrow Ticket Management'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 SurveySparrow Ticket Management?
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.
If our exported tickets have no status, what status will they get in SurveySparrow Ticket Management?
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 SurveySparrow Ticket Management?
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.
Can you migrate tickets that belong to private or restricted categories into SurveySparrow Ticket Management?
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 SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management?
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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management?
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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management?
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.
Will a customer with several email addresses or telephone numbers end up as duplicate contacts in SurveySparrow Ticket Management?
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 SurveySparrow Ticket Management allows it, all of their email addresses. We don't merge on a guess, so records you don't confirm stay as they are.
Will our customers be able to see their migrated conversations in SurveySparrow Ticket Management, for example in a customer portal?
It depends on SurveySparrow Ticket Management. Migrated tickets are attached to each customer's contact record like any other ticket, so where SurveySparrow Ticket Management 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 SurveySparrow Ticket Management and check it in the sample migration.
Will the information that integrations show in our tickets be migrated to SurveySparrow Ticket Management?
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 SurveySparrow Ticket Management after cutover.
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