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Migrate from Gladly to Unthread with precision & ease

A seamless, customizable migration solution for moving your Gladly data with perfect fidelity and minimal disruption.

Book free consultation

Last updated June 2026

Gladly
Unthread
MIGRATION OVERVIEW

Why teams migrate from Gladly to Unthread

The core problem
There is no native migration path from Gladly to Unthread. Gladly uses a person-centric model where all interactions across channels are threaded into a single lifelong conversation per customer, while Unthread tracks discrete Slack-based tickets with defined lifecycle states, assignees, and SLA clocks. Migration requires custom ETL work to extract Gladly data via its Export API, split continuous customer timelines into individual tickets using deterministic heuristics, remap customer and agent identities to Slack users or Unthread Customer objects, and load the transformed data through Unthread's REST API—all while respecting strict rate limits, attachment constraints, and data truncation thresholds on both platforms.
Why this matters for your migration
KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a Gladly to Unthread migration.

Most Critical

Lifelong Conversation Timeline Splitting

Gladly stores all customer interactions as a single continuous timeline per person, which must be segmented into many discrete Unthread tickets using deterministic splitting rules based on time gaps, topic changes, or channel switches.

Blocks all downstream imports if mapped wrong

Customer Identity Resolution

Gladly merges customer profiles across all channels into one record, but Unthread ties conversations to Slack users, requiring historical identities to be remapped to Slack accounts or represented as external user profiles and Unthread Customer objects.

API Rate Limits and Truncation

Gladly enforces a strict 10-requests-per-second rate limit across all HTTP methods and caps conversation timeline responses at 1,000 items, meaning high-volume customers may have truncated data unless the bulk Export API is used.

Attachment Format and Size Constraints

Gladly stores attachments across email, chat, voice, and social channels, but Unthread is constrained by Slack's limits of 10 files per message and 20MB per file, requiring filtering and restructuring during migration.

Export File Expiration and Format

Gladly's Export API generates .jsonl files that expire after 14 days and may silently exclude conversation items with invalid attributes, requiring immediate automated downloads and careful data completeness validation.

No Native Integration or Migration Path

iPaaS tools like Zapier and Make can handle basic field mapping for forward sync but cannot perform the structural data model transformation required to split Gladly timelines into discrete Unthread tickets.

COMPLETE COVERAGE

Intelligent Human-Verified Data Mapping

Our migration engineer precisely maps every data point from Gladly to Unthread, ensuring perfect continuity for your customer support operations.

Gladly
Unthread
Customer (Profile)
Customers
Conversation
Conversations
Conversation Item
Messages
Topic
Tags
Contact (Email/Phone/Social)
Customers
Custom Attribute
Custom Fields
Note (Customer)
Notes
Canned Reply / Macro
Canned Responses
Webhook Subscription
Webhooks
External Customer ID
Customers
Answer (Knowledge Base Article)
Not Available
Routing Rule
Not Available
Transaction / Order
Not Available

Looking for more entity mappings?

Contact our team
MIGRATION RISK ASSESSMENT

Every migration risk, already solved

Migration between platforms is full of edge cases. Our engineers have identified every risk from Gladly to Unthread and built proven solutions for each one.

High complexity
  • Conversation History
    Gladly's lifelong conversation timelines must be split into discrete tickets using custom heuristics, and the timeline API truncates at 1,000 items per conversation without further pagination.
    Solved
  • Customer Profiles
    Gladly's merged multi-channel customer profiles have no direct equivalent in Unthread's Slack-centric model, especially for B2C customers who are not Slack users.
    Solved
  • SLA and Resolution Metadata
    Gladly does not use discrete ticket statuses or SLA clocks in the same way as Unthread, so resolution states and timing data must be inferred and reconstructed from conversation timestamps and splitting logic.
    Solved
Custom engineering
  • Attachments
    Attachments from email, chat, and social channels must be filtered and restructured to comply with Slack's 10-file-per-message and 20MB-per-file limits.
    Handled
  • Agent Assignments
    Gladly agent identities must be remapped to Slack user accounts in Unthread, and historical assignment changes within a single Gladly conversation must be correctly distributed across split tickets.
    Handled
  • Topics and Tags
    Gladly topics serve as both categorization and splitting signals, and must be mapped to Unthread ticket types or tags with potential many-to-one or one-to-many relationships.
    Handled
  • Timestamps and Chronology
    Preserving correct message ordering across split tickets is critical, and webhook retry behavior on both platforms can introduce ordering drift during migration.
    Handled
  • Custom Fields
    Any custom attributes on Gladly customer profiles or conversations require manual mapping to Unthread's data model, with no automated schema translation available.
    Handled
Clean transfer
  • Channel Metadata
    Gladly tracks the originating channel (email, chat, voice, SMS, social) per interaction, but Unthread is Slack-native so channel provenance becomes informational metadata rather than a functional attribute.
    Clean
What Our Customers Say

Real migration stories

Soubhi Alhayek
Direct Review
“Overall a great experience. We had to go back a few times to get everything just right, which was totally expected. The transition was smooth, and there was no data loss.”
Soubhi Alhayek Head of Customer Experience, Kilgour MD
Jacs Orr
Direct Review
“One of the easiest migrations I've ever been through. The team took care of everything — all our data, customer interactions and macros. The process was clear, straightforward and we felt supported all the way. An absolutely seamless experience for our support team and our customers.”
Jacs Orr Operations Manager, New Zealand Honey Co.
Morgan Newlon
Direct Review
“Fantastic at both guiding us through the process and helping us fix things as they come up and dial them in.”
Morgan Newlon Dir. of Sales and Operations, Roofnest
Alec D.
Reviewed on G2
“The ease of the process and that ClonePartner was informing me what was going on at every step. If you're on the fence, do it. ClonePartner are great!”
Alec D. Customer Experience Manager
Jamie Lenda
Direct Review
“They were SO helpful. We had a few hiccups because our migration was in the middle of the process, but they were really flexible and did multiple delta migrations for us. We were able to map a lot of our old ticket data so it's usable for comparisons in the future.”
Jamie Lenda Director of Ecom Operations, Natural Life
See all customer stories →
CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from Gladly to Unthread exactly to your needs with our flexible customization options. Our experts will configure the perfect migration plan for your business.

Migration Filters

Conversation Type

Filter by chat, email, or social media conversations

Tag-Based Selection

Migrate tickets with specific tags only

User Selection

Migrate tickets for specific users or agents

Time Range

Migrate tickets from a specific time period

Data Types

Tickets & Conversations

Full conversation history with all metadata

Automations & Macros

Workflows, templates, and automation rules

Knowledge Base

Articles, categories, and help center content

Customer Profiles

Customer information and interaction history

ZERO DOWNTIME

Your timeline. Our engineers.

A dedicated engineer runs your migration, planned around your schedule and your data.

No babysitting a wizard. Avoid debugging errors yourself.

Looking for a more detailed migration timeline?

Contact our team

Speed

The migration timeline depends on both our turnaround time and yours.

We can complete a migration in under a day when the accounts are connected and the sample migration is approved promptly.

Background Sync

We also support migrating the newest records first, so you can go live faster while the rest of the data is synced in the background.

Data Volume Impact

Larger data volumes may require longer migration windows.

Continuous Operation

Weekend migrations minimize disruption to your customer service operations.

MIGRATION TIMELINE

Your Gladly to Unthread migration, step by step

See how long your migration will take from start to finish. Drag the slider to estimate based on your data volume.

How many records are you migrating?

<10K 50K 100K 250K 500K 1M 2M 5M 10M+
Checklist ~3 days
Sample 1 day
Review ~2 days
Full 2 days
Delta 1 day
Your team ClonePartner

Estimated total

~9 business days

1

Migration Checklist

1 day · ClonePartner ~2 days · Your team

We prepare the optimal data mapping as a shareable spreadsheet. Your team reviews, approves, and adds any customizations.

2

Sample Migration

1 day · ClonePartner

We run a test migration with a representative sample of your data to verify mapping accuracy and identify any potential issues before the full run.

3

Review & Approve

~2 days · Your team

Your team reviews the sample migration results, confirms data accuracy and mapping, and gives the go-ahead for the full migration.

4

Full Migration

2 days · ClonePartner

We execute the complete migration of all your data to your new Unthread, with real-time progress tracking and comprehensive logging.

5

Delta Migration

1 day · ClonePartner

We capture and transfer any new data that was added or updated during the main migration to ensure no data is lost. This final sync keeps everything current.

Timeline is an estimate. Actual duration depends on API rate limits, data complexity, and your team's availability.

Get an exact timeline

Related Guides

Gladly to Unthread Migration: The CTO's Technical Guide

Complete Technical Guide

Gladly to Unthread Migration: The CTO's Technical Guide

Migrating Gladly to Unthread requires splitting lifelong conversation timelines into discrete Slack tickets while handling Gladly's 10 req/sec API limit and .jsonl export format.

21 min read Read
How to Export Data from Gladly: Methods, API Limits & Portability

Export Guide

How to Export Data from Gladly: Methods, API Limits & Portability

Gladly's Export API produces daily JSONL files (14-day retention). REST API silently truncates at 100 conversations/customer and 1,000 items/conversation. Default rate limit: 10 req/sec.

20 min read Read
Top Unthread Alternatives (2026): Features, TCO & Migration

Alternatives Guide

Top Unthread Alternatives (2026): Features, TCO & Migration

Unthread alternatives split three ways: Slack-native (Thena, ClearFeed, Suptask), B2B omnichannel (Pylon, Plain), and ITSM (JSM, Freshservice). Pick by operating model, not feature lists.

24 min read Read

Pros and cons of different migration options

Choosing the right approach is key because migrating from Gladly to Unthread isn't just about moving data – it's about protecting customer relationships.

Feature / Criteria ClonePartner Automated Tools CSV Import In-house migration
Custom Scripting for complex data ✓ Engineers build & maintain ✗ No ⚠ Manual ✓ Yes – but costly
Sandbox & Pilot Migrations ✓ Full sandbox + pilot plans ⚠ Limited ✗ No ⚠ Often Informal
Manual validation & reconciliation ✓ Automated + manual QA ✗ No ✓ Yes (Manual) ✓ Heavy manual effort
Backup & rollback plan ✓ Robust procedures ✗ No ✗ No ⚠ Often incomplete
Handles automation and integrations ✓ Full support ⚠ Partial ✗ No ⚠ Possible but fragmented
Post-migration engineer support ✓ Dedicated engineers ✗ No ✗ No ⚠ Limited SLA
Adaptable to API changes ✓ Proactive adaptation ✗ No ⚠ Manual fixes ⚠ Slower response
Turnaround / SLA predictability ✓ Predictable SLAs ⚠ Fast but brittle ⚠ Slow and manual ⚠ Often slower
Data Security & Compliance ✓ High – enterprise grade ⚠ Medium (depends) ⚠ Low (manual) ⚠ Hidden gaps common
Pricing predictability ✓ Transparent & fixed ⚠ Low (per-job) ⚠ Low (manual hours) ⚠ High/variable OPEX
End-to-end project management ✓ Full E2E delivery & PM ✗ No ✗ No ⚠ Often partial
Business impact & opportunity cost ✓ No diversion of staff ✗ No ✗ No ⚠ Diverts engineering

What does an Engineer-led migration mean anyway?

Speed & Accuracy: Our Blended Method

We blend automation (smart scripts, bulk APIs) with human expertise for speed without risk. Our engineers manually check every mapping, validation, and exception.

You get:

  1. Speed of automation for bulk record migration
  2. Precision of engineers verifying integrity and business logic
  3. Pilot migrations and sandbox testing to catch issues early
  4. Real-time validation reports and rollback readiness
Result: 50x faster migrations than manual imports — with near-zero error rates.

Handling the Tricky Tech and API Details

The Gladly and Unthread APIs each behave differently, which is where our engineers shine. We build custom logic to handle the data quirks where generic tools typically break.

We handcraft API logic for:

  1. Field mapping and transformation
  2. Pagination, rate-limit handling, and throttling
  3. Preserving conversation threads, attachments, and internal notes
  4. Syncing custom fields, SLAs, and macros without breaking structure
Our scripts: Natively retry failed calls, re-queue large attachments, and ensure data parity.

No Guesswork

We don't just promise smooth migrations—we measure and prove them. Every client receives a Migration Validation Report with all metrics.

Typical results across projects:

  1. 100% record-count parity between your Gladly data and Unthread
  2. Zero downtime during staged cutovers
  3. 99.9% attachment integrity (verified via checksum)
  4. Full automation and preservation of all business rules
Our standard: Includes full SLA preservation and 30 days of engineer-assigned support post go-live.

We Adapt to Your Setup (Not the Other Way Around)

No two teams configure Gladly or Unthread exactly the same way—with unique automations and data. We customize every migration script to fit your exact workflow, tags, and triggers.

Our engineers adapt for:

  1. Custom fields, ticket forms, and workflows
  2. Multi-brand or multi-language setups
  3. Historical imports and partial (date-based) migrations
  4. Integration re-mapping for CRMs, chat, or feedback tools
The promise: If your data doesn't fit a standard template, we build one just for you.

Enterprise-Grade Security & Compliance

Your customer data is precious. Our migration process maintains the highest standards of security and regulatory compliance.

SOC 2 Type II

Independently audited compliance with rigorous security standards

ISO 27001

Certified information security management system

GDPR

Full compliance with EU data protection regulations

HIPAA

Certified for handling protected health information

AES-256 Encryption

Bank-grade encryption for all stored credentials

Latest TLS

Secure transfer protocol for all data in transit

Role-Based Access

We follow role-based access control for every migration project

Scheduled Deletion

Automatic data purging after migration completion

FAQ

Frequently Asked Questions

Everything you need to know about migrating from Gladly to Unthread. Can't find what you're looking for? Talk to our team.

Still have questions?

Book a free 30-minute consultation with our team.

Contact our team

Gladly → Unthread

4 questions
If we run one last sync after switching our support email over, will it create duplicate tickets?
Yes — if your support email is already connected to the new platform and tickets are flowing in there directly, running a delta sync afterward can pull in the same tickets a second time, since they now exist on both platforms simultaneously. We coordinate sync timing tightly with your email cutover to avoid this, and will flag it if a requested sync falls after your switchover point.
If a ticket needs to be deleted and reimported to fix an issue, does that change its timestamps or history?
No — reimporting a ticket to fix an issue (for example, broken inline images) preserves its original timestamps, ticket history, and other ticket information. Tickets that were modified after the original migration are excluded from any reimport, since overwriting them would lose updates made on the new platform.
Do tags and macros migrate over along with tickets, or only the tickets themselves?
Yes. The sample and full migration include tickets along with their associated tags, so any tags on migrated tickets carry over as part of the ticket data — and all macros are migrated as well.
What happens to tickets owned by agents who don't have an account in the new system?
Tickets owned by agents who don't have a usable account in the destination platform come across unassigned, but are tagged Assigned_to_<name> so nothing is lost and they can still be identified and reassigned later.

Before you start

2 questions
Do I need professional help for this migration?
While simple migrations can sometimes be handled in-house, professional help ensures zero data loss, proper field mapping, and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.
Does ClonePartner provide guidance before committing?
Yes. We provide a free consultation and assessment. We'll review your data structure, discuss your requirements, and provide a detailed migration plan and fixed-price quote before you commit to anything.

Data & mapping

2 questions
Will original ownership and authorship on tickets and articles be preserved?
Yes — ownership, author, and created-time metadata are preserved. Where the target doesn't have a native owner field (e.g. tickets becoming list items), this is carried as embedded metadata on the migrated record.
If the new system can't natively support an old record type, what are my options?
We handle it case by case: map it to the closest native object, create a custom field or object, fold it into the parent record as text or an internal note, attach it as a file, or keep it in a read-only archive. You see how your chosen approach looks in a sample migration before we run the full set.

Timeline & downtime

3 questions
How long does the Gladly to Unthread migration take?
Most migrations complete within 1–5 business days, depending on data volume and complexity. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.
Will my team lose access to Gladly during the migration?
No. Your source system remains fully operational throughout the entire migration. We run the migration in the background with zero downtime to your current operations.
Will there be downtime when migrating from Gladly to Unthread?
No. Our migration process is designed for zero downtime. We use a staged approach with background sync and a fast cutover, ensuring no disruption to your live business operations.

Security & access

1 question
Can we whitelist a single IP instead of opening our network to your migration tool?
Yes — all migration traffic runs through a centralized system using one fixed IP, which your IT team can whitelist instead of opening broader network access.

Pricing

1 question
Is migration pricing a flat fee, or does it scale with data volume?
It's a flat fee based on the scope estimate you give us — small variances in actual volume (a bit more or less) don't change the price.

After go-live

5 questions
How do I validate that everything migrated correctly?
Every client receives a Migration Validation Report with comprehensive metrics including record-count parity, attachment integrity verification via checksum, and full audit logs. We also offer unlimited sample migrations so you can verify before committing.
What support do you provide after the migration goes live?
At ClonePartner, we consider ourselves your partners in this journey. We take full accountability for your migration's success. Once your migration goes live, we provide 30 days of comprehensive post-migration support. During this period, we will assist with everything needed to ensure your transition is a complete success.
Will we get a migration report and a ticket-mapping sheet linking old ticket IDs to new ones?
Yes. We provide a comprehensive migration report along with a ticket-mapping sheet that links each old ticket ID to its corresponding new ticket ID. This ensures full traceability, simplifies post-migration verification, and helps your team validate that tickets have been migrated accurately.
After migration, do I contact ClonePartner or the platform's own support if something looks wrong?
ClonePartner is the contact for anything about the migrated data itself. Platform-level behavior — call routing, compose-window UI, and similar configuration — is handled by the destination platform's own support.
Will we get a report showing exactly what migrated versus what didn't?
Yes. You get a final reconciliation report comparing source and target counts for every object.

Ready to start your
Unthread Migration?

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Attention to Detail

We meticulously handle every aspect of your migration, ensuring no data is lost during transfer and mapping every field correctly between platforms.

Custom Solutions

Every business is unique. We tailor your migration strategy to match your specific requirements, workflows, and data structures.

Security & Compliance

Your customer data is handled with enterprise-grade security protocols, ensuring compliance with GDPR, HIPAA, and industry standards.