Migrate from SurveySparrow Ticket Management to Help Scout 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 SurveySparrow Ticket Management to Help Scout, 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 Help Scout before the full migration is committed.

Can we see a sample of our SurveySparrow Ticket Management data migrated to Help Scout 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 Help Scout 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 SurveySparrow Ticket 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 Help Scout. 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 SurveySparrow Ticket 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 SurveySparrow Ticket 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.

Will the sample tickets be removed from Help Scout before the full migration runs?

Yes, if you want them removed. Before the full run, we delete the tickets the sample migration created in Help Scout, so the full migration does not duplicate them.

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 Help Scout. Where Help Scout 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 Help Scout, review sample records from it and propose how it can be represented, based on what Help Scout 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.

Can we choose which Help Scout inbox our SurveySparrow Ticket Management tickets go to?

Yes, where Help Scout's API lets us set a ticket's inbox. We map each SurveySparrow Ticket Management group to an inbox in Help Scout, so for example tickets from a Sales group land in your Sales inbox. If you want some tickets to land somewhere else, tell us during scoping and we build that mapping into the migration. If you want changes after go-live, we can re-run the scripts to move them.

Are the times of each SurveySparrow Ticket Management comment, reply and update preserved in Help Scout, 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.

What happens to SurveySparrow Ticket Management tickets assigned to agents who have left the team or don't have an account in Help Scout?

They still come across. Before the migration runs, you decide where they go: to a fallback owner you choose, or left unassigned where Help Scout 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.

Can we merge several SurveySparrow Ticket Management accounts into one Help Scout account and still tell which account each ticket came from?

Yes. Tickets from several SurveySparrow Ticket Management accounts can be consolidated into one Help Scout account, and each ticket is tagged with the account it came from so your team can filter by origin. A shared migration tag can also go on every imported ticket, which keeps historical records separate from new work.

Do our SurveySparrow Ticket Management ticket attachments come across to Help Scout?

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 SurveySparrow Ticket Management, so your team can cross-check any record. You can review attachments and dates in the sample migration before the full run.

Our SurveySparrow Ticket Management setup has custom ticket statuses that Help Scout doesn't have. How do they get mapped?

We map every SurveySparrow Ticket Management status to a status in Help Scout 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 Help Scout will send messages about the migrated data: we import with notifications switched off wherever Help Scout 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.

Can we migrate only our SurveySparrow Ticket 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 Help Scout.

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

In many cases, yes. Where something can't be written through an API, we recreate it through Help Scout'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 SurveySparrow Ticket Management custom fields in Help Scout, 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 SurveySparrow Ticket 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 SurveySparrow Ticket Management's API doesn't expose part of the history, our engineers retrieve it from SurveySparrow Ticket Management directly and work out a route to load it into Help Scout. You check the result in a sample migration before the full run begins.

What happens if Help Scout requires fields our SurveySparrow Ticket 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 Help Scout 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 SurveySparrow Ticket 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 SurveySparrow Ticket Management.

What happens to SurveySparrow Ticket 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 Help Scout, 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 Help Scout?

We can mark every migrated record in Help Scout, for example with a custom checkbox field such as "Migrated from SurveySparrow Ticket 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 Help Scout.

Do internal notes and system-generated notes from SurveySparrow Ticket Management migrate to Help Scout, or only customer-facing replies?

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

Can you map our SurveySparrow Ticket Management ticket categories or field values to different ones in Help Scout?

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 Help Scout with the new values. You check the mapping on the sample migration before the full run.

Will emojis and special characters in our SurveySparrow Ticket Management tickets come through correctly in Help Scout?

Yes, as long as Help Scout 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 Help Scout. You can check the result in the sample migration before the full run.

Can you migrate hundreds of thousands of SurveySparrow Ticket Management tickets and contacts to Help Scout?

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 SurveySparrow Ticket Management's and Help Scout'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 SurveySparrow Ticket Management. Can you map them to Help Scout?

Where Help Scout 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 Help Scout's model rather than forced through an import template. Where field types differ, such as a value stored as text in SurveySparrow Ticket Management that Help Scout 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 SurveySparrow Ticket Management and other support tools into one Help Scout account?

Yes. Each tool's data is extracted separately and written into the same Help Scout 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 SurveySparrow Ticket Management ticket formatting, including HTML content, carry over to Help Scout?

Yes. The migration script converts ticket content, including HTML, into the format Help Scout 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 SurveySparrow Ticket Management account already holds tickets imported from an earlier migration. Will that cause problems when we migrate to Help Scout?

It can make the number of tickets we pull differ from the count SurveySparrow Ticket 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 SurveySparrow Ticket 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 our migrated tickets end up with duplicate comments?

Not normally, and we check for it. Our verification checks compare each migrated ticket with its original, including the message content, and each delta round is checked against what earlier rounds already migrated. If a ticket is found with duplicated comments, we can delete and reimport it, and it keeps its original creation time and conversation timestamps.

Will SurveySparrow Ticket Management tickets that have no customer email address, or whose contact can't be found, still be migrated to Help Scout?

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 SurveySparrow Ticket 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.

If our SurveySparrow Ticket Management spam tickets are migrated to Help Scout, 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 Help Scout, 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.

If we collect customer satisfaction (CSAT) ratings in SurveySparrow Ticket Management, can you migrate them to Help Scout?

Yes, where Help Scout 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 SurveySparrow Ticket Management ticket, such as status changes and assignments, be migrated to Help Scout?

Usually not as a native timeline. Event history such as status changes and assignment timestamps stays with your SurveySparrow Ticket Management 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 Help Scout 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 SurveySparrow Ticket 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 SurveySparrow Ticket Management or Help Scout, 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 SurveySparrow Ticket Management, will they keep the right author and show where they came from in Help Scout?

Yes, as far as SurveySparrow Ticket Management records it. Each message is attributed to the author SurveySparrow Ticket Management's API reports, and messages from your team show under the right agent as long as that agent's account exists in Help Scout 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 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 Help Scout 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 SurveySparrow Ticket Management.

Will SurveySparrow Ticket Management tickets that have no messages or comments still be migrated to Help Scout?

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 SurveySparrow Ticket 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 SurveySparrow Ticket 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 SurveySparrow Ticket Management with several email addresses or telephone numbers end up as duplicate contacts in Help Scout?

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 Help Scout 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 Help Scout, for example in a customer portal?

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

Can our agents reply to customers from migrated SurveySparrow Ticket Management tickets in Help Scout?

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

Will the information that integrations show in our SurveySparrow Ticket Management tickets be migrated to Help Scout?

Not if that information lives in the integration rather than in SurveySparrow Ticket Management. Widgets and similar panels are often drawn live by the integration, and where SurveySparrow Ticket 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 Help Scout after cutover.

How long does the SurveySparrow Ticket Management to Help Scout 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 SurveySparrow Ticket Management to Help Scout?

No. Our migration process is designed for zero downtime. SurveySparrow Ticket 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 SurveySparrow Ticket Management tickets move to Help Scout 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 Help Scout 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 SurveySparrow Ticket 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 Help Scout before the migration finishes, can you bring over tickets that come in afterwards?

Yes. A follow-up delta migration brings over tickets that reached SurveySparrow Ticket Management after your team switched. Because your team is already working in Help Scout by then, we agree with you how rules in Help Scout 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.

What happens to tickets that are still open in SurveySparrow Ticket Management on the day we switch to Help Scout?

Tickets that are open at the final cutover come across as open tickets, so your team picks them up and keeps working without a gap. Closed tickets come across as history, and if you want that history kept apart from live work, they can be kept in a separate archive group where Help Scout's API lets us set a ticket's group.

Our team has already started working in Help Scout. Can we still migrate our SurveySparrow Ticket 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 Help Scout 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 SurveySparrow Ticket 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 Help Scout?

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 SurveySparrow Ticket Management since the previous pass of the migration. The final delta sync runs at your switchover time, so Help Scout 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 Help Scout can create duplicate records.

How long does it take to export a very large ticket history from SurveySparrow Ticket Management?

Extraction time depends on volume: a history of more than half a million tickets can take several days to pull. Your SurveySparrow Ticket 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 Help Scout, 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 SurveySparrow Ticket Management until you switch over.

Can we change fields or settings in SurveySparrow Ticket Management or Help Scout 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 SurveySparrow Ticket Management and Help Scout, 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 Help Scout 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 Help Scout 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.

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 SurveySparrow Ticket Management record ID to its new ID in Help Scout. 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.

If a migrated ticket has to be deleted and reimported to fix an issue, does it lose its original dates or history?

No. A ticket reimported to fix an issue, such as broken inline images, keeps its original creation time and its conversation history with the original timestamps. Tickets that have been changed in Help Scout since the original migration are left out of any reimport, because overwriting them would lose those updates.

Can our customers be told that their open SurveySparrow Ticket Management tickets have moved to Help Scout?

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 Help Scout'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 SurveySparrow Ticket 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 SurveySparrow Ticket Management to Help Scout?

Yes, where Help Scout's API makes that activity available. We build an ongoing sync on Help Scout'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 SurveySparrow Ticket 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 in Help Scout, can our migrated SurveySparrow Ticket Management tickets be used to train it?

It depends on how Help Scout's AI agent learns. Some AI agents draw on your knowledge base and guidance content rather than on historical tickets, so check with Help Scout how its AI uses past conversations before deciding how much history to migrate for that reason. Migrated tickets arrive as regular tickets, and we can tag them, for example so the AI agent doesn't respond to them, or so you can include or exclude them.

Why don't our ticket counts or open ticket numbers match between SurveySparrow Ticket Management and Help Scout after the migration?

Usually because the two numbers aren't counting the same tickets. A count in Help Scout can include tickets created there directly as well as migrated ones, and rules in Help Scout 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.

Will migrated historical tickets skew our help desk reports, such as resolution time?

Yes, they can, so it's worth planning for. Some timing data, such as when a ticket was assigned, closed or changed status, stays with your old account because the platform's API doesn't provide it, so reports that measure resolution or closed tickets can count old tickets as resolved on the day they were migrated. How fully each platform's reports and analytics count imported historical tickets also varies, so confirm it with Help Scout before you rely on those reports for past periods. If you want, every migrated ticket can carry a migration tag, so you can keep it apart from new work in views and, where your reports can filter by tag, in reports. We also recommend exporting your historical reports from the old platform before you close it.

Will all of our historical SurveySparrow Ticket Management tickets stay searchable in Help Scout after the migration?

Yes. Historical tickets are migrated as regular tickets with their messages, customers and statuses, so your team can search them in Help Scout like any other ticket. If you want, each one can also carry a migration tag, so history can be filtered apart from new work, and the original ticket ID is kept in a field and in the ID-mapping file, so any old ticket number can be looked up.

Can you tag tickets that changed in SurveySparrow Ticket Management after the first migration run, so our team can review them in Help Scout?

Yes. When a follow-up sync adds new comments to tickets that were already migrated, we can put a tag of your choice on those tickets, for example only the ones that are still open, so your team can filter for them and review them. Because each sync runs as a custom script, we can also leave each ticket's current status, assignee and other details unchanged while the new comments are added. We confirm the rule with you first, such as whether "open" means the status in SurveySparrow Ticket Management or in Help Scout.

Can a ticket migrated from SurveySparrow Ticket Management be reopened later in Help Scout if a customer or agent needs it?

It depends on Help Scout 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 Help Scout handles closed tickets, so we check that with you during scoping and can test it on a sample ticket before go-live.