Migrate from Jira Service Management to Desk365 with precision & ease

Do I need professional help for this migration?

Yes. Professional help ensures 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.

Do you use an off-the-shelf tool to migrate from Jira Service Management to Desk365, or is this built for our data?

It is built for your data. Each migration is a set of custom scripts written for your data model, not a generic import tool. That is also why we start with a sample migration: you see your own records in Desk365 before the full migration is committed.

Can we see a sample of our Jira Service Management data migrated to Desk365 before the full migration runs?

Yes. We run a sample migration on your own data first, so you can review how your records look in Desk365 before the full migration goes ahead. We run validation scripts to confirm the record counts match your source, and you check the sample against your source records; if a field is missing or mapped wrong, or anything else needs adjusting, we fix it in the migration scripts and re-run the sample as many times as you need. The full migration only runs after you've approved the sample. On projects delivered in phases, each phase gets its own sample migration for you to approve.

How many sample migrations do we get, and can we choose which Jira Service Management tickets go into them?

You can run the sample as many times as you need, until you are satisfied with how the data looks in Desk365. By default it uses your most recent tickets, and you can name specific tickets to include instead, such as ones with long or complex threads you want to check.

Do we need to keep our Jira Service Management account active during the migration?

Usually, yes. Keep it active until we confirm the migration is complete, including the final delta migration, because we read your data directly from your Jira Service Management account throughout the project. If your subscription is due to end mid-project, extending it to cover the migration window keeps everything on track, and we tell you when it is safe to cancel. If it has to close sooner, we can pull your data out before it closes and migrate from that copy.

Do we need to connect our support email to Desk365 before the migration from Jira Service Management starts?

No. Your support email doesn't need to be connected for the historical tickets to migrate. It matters for go-live, and so does its timing: once Desk365 is receiving email directly, a sync run after that point can pull in the same tickets a second time, so we line the final delta sync up with your email switchover. Some items, such as rules that depend on your email channel, may need it connected before they can be migrated.

Will the original assignees, message authors and created dates be preserved?

Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Desk365. Where Desk365 cannot store one of them natively, it is kept 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. While mapping your data, we identify every record type without a direct counterpart in Desk365, review sample records from it and propose how it can be represented, based on what Desk365 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.

Do you migrate our Jira Service Management workflows, triggers and automations to Desk365, or just the tickets?

They can be part of the migration. We recreate your existing Jira Service Management triggers and automations in Desk365 using its own conditions and actions, and agree the exact list of rules with you during scoping. Designing new workflows beyond the ones you have today is separate, and is best done by your team or your implementation partner.

Can we still find tickets by their old Jira Service Management ticket IDs in Desk365?

Yes. Each migrated ticket keeps its original Jira Service Management ID in a Source Ticket ID field, and after the migration we deliver a mapping file that pairs every Jira Service Management ticket ID with its new ID in Desk365. Any old ID referenced in past conversations can be traced to the migrated ticket.

Are the times of each Jira Service Management comment, reply and update preserved in Desk365, not just ticket creation dates?

Yes. Each ticket's creation time is preserved exactly, and so is the time of each comment and reply, so the history shows when every update happened. The one possible exception is the ticket-level 'last updated' field, which some platforms set themselves when a ticket is written, so it may show the migration date; the original update history stays in the comment timestamps.

Do our Jira Service Management ticket attachments come across to Desk365?

Yes. Attachments are migrated along with the ticket conversations they belong to, not just the text. We can also carry over reference fields such as the original ticket number and a link back to Jira Service Management, so your team can cross-check any record. You can review attachments and dates in the sample migration before the full run.

Our Jira Service Management setup has custom ticket statuses that Desk365 doesn't have. How do they get mapped?

We map every Jira Service Management status to a status in Desk365 and send you a proposed mapping for the ones that need a decision. You confirm or correct it before the full migration, and the sample migration shows exactly how your tickets' statuses land.

Will the migration set off automations or 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 Desk365 will send messages about the migrated data: we import with notifications switched off wherever Desk365 allows it, and either pause any automation that could send them for the migration window or give it a condition, such as a suppression tag, that skips migrated records, which lets your live automations keep running for new 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 Jira Service Management knowledge base articles as well as tickets?

Yes. Knowledge base articles can be part of the same migration as your tickets, and move into your Desk365 knowledge base.

Can we migrate only our Jira Service Management contacts who have tickets, 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 Desk365.

Can you migrate data that Desk365 can't take in through an API?

In many cases, yes. Where something can't be written through an API, we recreate it through Desk365's user interface 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.

If we don't recreate all our Jira Service Management custom fields in Desk365, 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 full Jira Service Management ticket conversations come across, or only notes on each ticket?

We migrate the full conversation on each ticket, not a summary saved as notes. Where Jira Service Management's API doesn't expose part of the history, our engineers retrieve it from Jira Service Management directly and work out a route to load it into Desk365. You check the result in a sample migration before the full run begins.

What happens if Desk365 requires fields our Jira Service Management data doesn't have?

We check the destination for required fields your source 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 Desk365 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.

What happens if some Jira Service Management tickets fail to migrate?

Every ticket that errors is logged. We review it, fix the cause and re-sync it, then validate the result before cutover. When the migration is complete you receive a list of every migrated ticket, so you can check it against Jira Service Management.

What happens to Jira Service Management comments written by agents who have since left the company?

Their comments migrate with the rest of the ticket history. If the original author does not have an account in Desk365, we can add a line at the start of the comment naming who wrote it, so it stays attributable.

How will we tell migrated records apart from the ones already in Desk365?

We can mark every migrated record in Desk365, for example with a custom checkbox field such as "Migrated from Jira Service Management", so your team can tell migrated data apart from records created there. We agree the marker with you during scoping so it fits how your team uses Desk365.

Do internal notes and system-generated notes from Jira Service Management migrate to Desk365, or only customer-facing replies?

Internal notes can come across, and so can system-generated notes where Jira Service Management's API makes them available. During scoping you choose which notes to include, so Desk365 holds the history your team will actually use.

Can you assign migrated tickets to Desk365 groups based on the email address they were sent to?

Yes, where Jira Service Management's API shows which address each ticket was sent to and Desk365's API lets us set each ticket's group. Routing rules like "every ticket sent to this address goes to that group" are written into the migration script, so tickets arrive in Desk365 already in the right groups. You confirm the rules with us up front and check the result on the sample migration before the full run.

Can you map our Jira Service Management ticket categories or field values to different ones in Desk365?

Yes. You give us the mapping, including what blank values should become, and we apply it in the migration script so every ticket arrives in Desk365 with the new values. You check the mapping on the sample migration before the full run.

Can we keep spam and sales emails out of Desk365?

Yes. We agree filtering rules with you up front so spam and sales emails are excluded rather than imported. Afterwards you receive a list of every ticket we pulled from Jira Service Management, with excluded tickets marked as skipped.

Will emojis and special characters in our Jira Service Management tickets come through correctly in Desk365?

Yes, as long as Desk365 can store them. Our scripts carry emojis and special characters across intact, and we can clean out stray encoding characters left behind in older tickets before anything is written to Desk365. You can check the result in the sample migration before the full run.

Can you migrate hundreds of thousands of Jira Service Management tickets and contacts to Desk365?

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 Jira Service Management's and Desk365'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.

We use a lot of custom fields in Jira Service Management. Can you map them to Desk365?

Where Desk365 has a place for them, yes. Each migration is a custom script written for your project, so your custom fields and structure are mapped to Desk365's model rather than forced through an import template. Where field types differ, such as a value stored as text in Jira Service Management that Desk365 needs as a number, the script converts it. We agree the mapping with you and prove it on a sample migration before the full run.

Can you combine data from Jira Service Management and other support tools into one Desk365 account?

Yes. Each tool's data is extracted separately and written into the same Desk365 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.

Can you fix Jira Service Management tickets that are linked to the wrong company during the migration?

Yes, where Desk365 lets a company be set on each ticket. Each migration runs as custom scripts against the source and destination APIs, so we can set the correct company on each ticket as it is written to Desk365. We agree the assignment rules with you first. The corrected links show up in the sample migration, so you can check them before the full run.

Will links from our Jira Service Management tickets to Jira issues in other projects survive the move to Desk365?

Yes, as references. We write the key of each linked Jira issue into a custom field on the migrated ticket in Desk365, so every link moves with its ticket and stays visible there. We confirm the field and its contents on the sample migration before the full run.

Can Jira Service Management ticket watchers or followers be migrated to Desk365?

Yes. We read the watcher list from each Jira Service Management ticket and, where a watcher has an agent account in Desk365, matched by email, add them as a watcher on the matching migrated ticket. You confirm the result on the sample migration before the full run.

Will our Jira Service Management ticket formatting, including HTML content, carry over to Desk365?

Yes. The migration script converts ticket content, including HTML, into the format Desk365 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.

Our Jira Service Management account already holds tickets imported from an earlier migration. Will that cause problems when we migrate to Desk365?

It can make the number of tickets we pull differ from the count Jira Service Management shows, so tell us about the earlier import during scoping. We compare those two numbers before the full run, so if earlier-imported history makes them differ, we find out why first. When the migration is complete, the reconciliation report accounts for every ticket.

Are deleted Jira Service Management tickets included in the migration?

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.

Will Jira Service Management tickets that have no customer email address, or whose contact can't be found, still be migrated to Desk365?

Yes, if you want them. We look the contact up again before leaving any ticket behind: when a ticket can't be linked to its contact on the first pass, we run a second lookup, also checking elsewhere in the ticket's data, and attach the requester before the ticket is migrated. 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 still has neither, including where Jira Service Management'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.

Can you migrate Jira Service Management tickets that belong to private or restricted categories?

Yes, once the migration's connection can reach them. If a category or group is private or restricted in Jira Service Management or Desk365, 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 Facebook and Instagram comments in Jira Service Management, will they keep the right author and show where they came from in Desk365?

Yes, as far as Jira Service Management records it. Each message is attributed to the author Jira Service Management's API reports, and messages from your team show under the right agent as long as that agent's account exists in Desk365 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 also migrate email threads from our email account, such as Gmail, that never became tickets in Jira Service 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 Desk365 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 Jira Service Management.

Will Jira Service Management tickets that have no messages or comments still be migrated to Desk365?

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 Jira Service Management, 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.

Do you download attachments for every Jira Service Management ticket, or only for the tickets being migrated?

It depends on the source platform. For some sources, our scripts fetch attachments at the time each ticket is migrated rather than during the initial data pull, so files are downloaded only for the tickets in scope. For others, attachments are pulled along with the initial data. Either way, only the tickets you choose are migrated.

Will a customer in Jira Service Management with several email addresses or telephone numbers end up as duplicate contacts in Desk365?

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 Desk365 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 Desk365, for example in a customer portal?

It depends on Desk365. Migrated tickets are attached to each customer's contact record like any other ticket, so where Desk365 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 Desk365 and check it in the sample migration.

Can our agents reply to customers from migrated Jira Service Management tickets in Desk365?

Yes, where Desk365 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 Desk365 and test it on your account before your team relies on it.

Will the information that integrations show in our Jira Service Management tickets be migrated to Desk365?

Not if that information lives in the integration rather than in Jira Service Management. Widgets and similar panels are often drawn live by the integration, and where Jira Service Management 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 Desk365 after cutover.

How long does the Jira Service Management to Desk365 migration take?

Most migrations complete within 1–5 business days, depending on data volume and complexity; very large migrations, such as several hundred thousand records, take longer. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.

Will there be downtime when migrating from Jira Service Management to Desk365?

No. Our migration process is designed for zero downtime. Jira Service Management stays fully operational throughout: the bulk migration runs in the background and the cutover is fast, so there is no disruption to your live business operations.

Can we choose which Jira Service Management tickets move to Desk365 first, such as active tickets before the backlog?

Yes, either way round. With a hard go-live date, we can migrate open and active tickets first, so your team can work in Desk365 from go-live day; a delta migration on that date brings across every ticket created or updated since the first pass, and the historical backlog then keeps migrating in the background. Or closed tickets can move first while your team keeps working open tickets in Jira Service Management, with open tickets moving in a separate delta run close to switchover, so active conversations are the last data to transfer.

If we go live on Desk365 before the migration finishes, can you bring over tickets that come in afterwards?

Yes. A follow-up delta migration brings over tickets that reached Jira Service Management after your team switched. Because your team is already working in Desk365 by then, we agree with you how rules in Desk365 that would otherwise fire on imported tickets are kept from firing, for example by pausing them for the run, and let you know when the run is complete so you can turn any paused rules back on. Some duplicates are possible because your team is already live, and we tell you about that before the run.

Our team has already started working in Desk365. Can we still migrate our Jira Service Management history?

Yes. We take the exact date, time and time zone your team went live as the cutoff, and migrate the history up to that point, so the work already done in Desk365 is left as it is. That go-live moment separates the two systems' records, so we confirm it with you before anything runs.

Can we leave Jira Service Management attachments out of the migration to finish it faster?

Yes. Attachments are transferred file by file, so excluding them from historical tickets, or from tickets older than a cutoff date you choose, shortens the run considerably. Before you decide, we give you a revised completion estimate for each option so you can weigh the time saved against what you keep.

What is a delta sync, and when does it run before we switch to Desk365?

Moving tickets through the platforms' APIs takes time, so we migrate the bulk of your history, mainly closed tickets, well before your switchover date. A delta sync then brings across everything created or updated in Jira Service Management since the previous pass of the migration. The final delta sync runs at your switchover time, so Desk365 is current on the day your team starts using it: you share your switchover date, time and time zone, giving us about a week's notice, and we schedule it around that. Timing it to the cutover matters, because a sync run after your team is already working in Desk365 can create duplicate records.

How long does it take to export a very large ticket history from Jira Service Management?

Extraction time depends on volume: a history of more than half a million tickets can take several days to pull. Your Jira Service Management account needs to stay active until extraction is finished, so we confirm its end date with you at the start and plan the schedule around it.

Can we run more than one delta migration to Desk365, moving only tickets that changed since the last round?

Yes, when your cutover plan needs more than one. Each round picks up only the tickets created or changed since the previous round and is checked against what earlier rounds already migrated, so no ticket is created twice. Your agents keep working in Jira Service Management until you switch over.

How do you avoid duplicate tickets when we switch our support email and other channels from Jira Service Management to Desk365?

We agree one cutoff time with you and line up the switchover of your email and of each other channel with it. Everything received in Jira Service Management up to that moment is migrated, and everything after it arrives directly in Desk365. While a channel is connected to both, new messages land in both, so Desk365 creates its own copy of a conversation that the migration also brings across. Jira Service Management and Desk365 can stay live side by side after go-live, as long as each one is connected to its own support email addresses so incoming mail lands in only one place. Once your support email is connected to Desk365 and tickets are arriving there directly, a delta sync run after that point can pull in the same tickets a second time, so we time the final sync around your email cutover and flag it if a sync you ask for falls after your switchover point. If a conversation was captured both ways, the two tickets sit on the same customer and, where Desk365 supports merging tickets, can be merged. The final list of migrated tickets with their new Desk365 IDs lets you check the boundary and spot any ticket that came in around the switch.

Can we change fields or settings in Jira Service Management or Desk365 while the migration is running, and is there anything we should switch off?

Mostly yes, and your team can keep working as normal, but leave the fields being migrated as they are, in Jira Service Management and Desk365, until the migration, including the final delta, is complete. The field mappings are set before the run starts, so hold off on renaming or removing those fields, and changing a migrated field's options, archiving it, or marking it as required or conditional can stop records from migrating. Where needed, and as agreed with you, we set the matching fields in Desk365 to active, not required and not conditional for the duration of the migration. Other fields can be added or removed in the meantime. Also pause any AI agents, automations or rules in Desk365 that could act on migrated records, so they don't fire on historical records as they arrive; if some must keep running for live work, we can instead agree a condition that makes them skip migrated records. Once the migration is complete, you can switch them back on, restore those field settings and rename fields freely.

If a customer replies to an old Jira Service Management ticket after we switch to Desk365, will the reply join the migrated ticket or start a new one?

It depends on who replies first. If the customer replies to an email sent from Jira Service Management, many help desks open a new ticket on the same customer rather than adding the reply to the migrated one, for example where replies are threaded by the original email's message ID, which migrated messages don't keep. Where Desk365 supports merging tickets, your team can then merge the two. If an agent replies from the migrated ticket first and Desk365 allows replies from migrated tickets, the customer's next reply continues on that ticket.

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.

Is migration pricing a flat fee, or does it scale with data volume?

It's a flat fee with no hidden costs. The price we agree with you for your scope is the price you pay, and small variances in the final volume, a bit more or less, are included.

How do I validate that everything migrated correctly?

Every client receives a Migration Validation Report with comprehensive metrics including record-count comparison, attachment integrity verification via checksum, and full audit logs of the migration run, showing every record created, skipped or failed. If any item didn't come across, the report names each one, the specific reason, and how to bring it across if you want it there. We also offer unlimited sample migrations, so you can check your data before the full migration runs.

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 as standard, and longer support, such as 60 or 90 days, can be agreed for your project. During this period, we help with anything related to your migrated data, so your migration is a complete success.

Will we get a migration report and a mapping sheet linking old record IDs to new ones?

Yes. We provide a comprehensive migration report along with an ID-mapping sheet that links each old Jira Service Management record ID to its new ID in Desk365. This ensures full traceability, simplifies post-migration verification, and helps your team validate that records 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. Questions about the platform itself, such as how its features and settings work, go to the platform's own support or to whoever administers it for you.

Can our customers be told that their open Jira Service Management tickets have moved to Desk365?

Yes, if you want them to be. Once the migrated tickets have been checked, we can send each requester of an open ticket a notification through Desk365's API where it supports this, with wording you approve. If you'd rather not tell customers, no message is sent.

Can we keep an offline archive of our old Jira Service Management data?

Yes. The archive is delivered to you as a set of local files: folders holding the ticket data and attachments, plus an HTML file that reads from those folders so you can browse tickets in a web browser. Nothing is hosted on our servers and there is no software to install, so you can store it wherever suits you, such as Google Drive or Box.

Can you keep our CRM updated with support activity after we move from Jira Service Management to Desk365?

Yes, where Desk365's API makes that activity available. We build an ongoing sync on Desk365's and your CRM's APIs that writes support activity to the right contacts and companies, and you decide what gets logged. It is a separate piece of work from the migration, scoped and priced on its own.

What if we later want Jira Service Management tickets we chose to leave out of the migration?

Tell us which tickets you want added, for example by status, and we migrate them in a follow-up run. We can also share a list of every excluded ticket so you can review exactly what was left out. After the follow-up, you get a list matching each original ticket to its new ticket ID and URL, so your team can find it straight away.

If we use an AI agent, will it work straight away after the migration to Desk365, and can its knowledge and guidance come across?

Partly. Knowledge base articles that the AI agent draws on can be migrated, so it has the same content to work from on day one. Some AI-specific settings, such as guidance written for the AI agent, can't be transferred between accounts and have to be set up again in Desk365, and some AI agents also learn from your team's feedback in a way that stays with the old account, so they refine again in the new one. We confirm during scoping which of your AI agent's content can move, so nothing is assumed. Keep the AI agent paused while historical tickets load, or give it a condition that skips migrated tickets so it keeps serving live customers, and switch it back on once the migration is complete.

Why don't our ticket counts or open ticket numbers match between Jira Service Management and Desk365 after the migration?

Usually because the two numbers aren't counting the same tickets. A count in Desk365 can include tickets created there directly as well as migrated ones, and rules in Desk365 can close migrated tickets automatically. Open tickets also keep changing until the final delta sync, which brings their latest status across. We check the counts against the migrated tickets and the list of every ticket we migrated, and if a gap remains, we investigate specific examples with you.

Can a ticket migrated from Jira Service Management be reopened later in Desk365 if a customer or agent needs it?

It depends on Desk365 and on the status the ticket arrives with. You choose the status migrated tickets come in with, such as closed for old history, and if you later want tickets set differently we can update them in bulk. Whether an agent can reopen a ticket that arrived closed, or move it from an archive area back into a live one, depends on how Desk365 handles closed tickets, so we check that with you during scoping and can test it on a sample ticket before go-live.