Merge & Consolidate Two SurveySparrow Ticket Management Instances with zero downtime

We connect to both SurveySparrow Ticket Management instances, map every record between them, deduplicate overlapping entries, and reconcile IDs and any custom fields. Both instances stay live during the migration; we cut over only after validation passes.

Duplicates are detected on a match key you choose, for example an email address, an external ID or a custom field, depending on the records involved. We surface a dedup report before cutover so you can confirm merge-vs-keep decisions. No record is silently dropped: every duplicate is either merged, kept as-is, or flagged for manual review.

IDs almost never line up across instances. We build an ID map during the sample run and rewrite references, such as parent and child records, attachments and other linked records, so relationships survive the merge. The map is exported as a CSV for your records after cutover.

We inventory how both instances are set up before the migration, including any custom fields, workflows and automations. Missing fields you want to keep are created in the instance you are consolidating into, conflicting fields are reconciled per your direction, and workflows are ported or rebuilt so the consolidated instance behaves the way your teams expect.

We hand over the ID map and dedup report, and document the new field layout. Any issue found after the merge is covered by our post-migration support, so you can decommission the old instance with confidence.

Yes. Professional help ensures proper field mapping and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.

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.

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 the instance you are consolidating into before the full migration is committed.

Yes. We run a sample migration on your own data first, so you can review how the merged records look before the full migration goes ahead. We run validation scripts to check the record counts against the instance being merged in; 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.

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

Usually, yes. Keep it active until we confirm the migration is complete, including the final delta migration, because we read your data directly from that account throughout the project. If its 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 close it.

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

Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in the instance you are keeping. Where one of them cannot be set natively on the migrated record, it is kept as embedded metadata on that record.

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

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

We map every status in the account being merged in to a status in the account you are keeping, and send you a proposed mapping for the ones that need a decision, such as a custom hold status mapped to On Hold. You confirm or correct it before the full migration, and the sample migration shows exactly how your tickets' statuses land.

No. Before the sample or full migration starts, we confirm with you that nothing in the instance you are consolidating into will send messages about the migrated data: we import with notifications switched off wherever SurveySparrow Ticket Management allows it, and pause any automation that could send them or give it a condition that skips migrated records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.

Yes. We pull the tickets first, collect the distinct requesters from them, and migrate only those contact records. Contacts with no ticket history are not added to the account you are keeping.

In many cases, yes. Where something can't be written through an API, we recreate it through SurveySparrow Ticket Management'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.

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 exist in the account you are keeping.

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

We check the instance you are consolidating into for required fields the incoming 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 that instance lets the 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.

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 the account you merged in.

Their comments migrate with the rest of the ticket history. If the original author is not a user in the account you are keeping, we can add a line at the start of the comment naming who wrote it, so it stays attributable.

We can mark every migrated record in the instance you are consolidating into, for example with a custom checkbox field that names the instance it came from, 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 that instance.

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 the account you are keeping holds the history your team will actually use.

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 the account you are keeping with the new values. You check the mapping on the sample migration before the full run.

Yes. 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 the account you are keeping. You can check the result in the sample migration before the full run.

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 API accepts requests, and we plan the full run around that. Before the full run, we test the mapping and throughput with a sample migration.

Yes. Each migration is a custom script written for your project, so custom fields in the instance being merged in are mapped to the fields in the instance you are consolidating into. Where the same field has a different type in each instance, such as text in one and a number in the other, the script converts it. We agree the mapping with you and prove it on a sample migration before the full run.

Yes. Each account's and tool's data is extracted separately and written into the account you are keeping. How records from the different sources 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.

Ticket content goes into the account you are keeping in the format SurveySparrow Ticket Management already uses, and the sample migration lets you compare migrated tickets side by side with the originals before the full run. If anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.

It can make the number of tickets we pull differ from the count that account 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.

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.

Yes, if you want them. Some help desks need an email address or telephone number to create the customer a ticket belongs to, so we flag every ticket whose requester has neither, including where privacy settings hide the email from the API, and send you the list. You can then give us the right email for each requester, or have the tickets migrated with placeholder email addresses, and we migrate them that way. Before flagging a ticket, we also look for its contact elsewhere in the ticket's data.

Yes, once the migration's connection can reach them. If a category or group is private or restricted in either account, 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.

Yes, as far as the account being merged in 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 the account you are keeping 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.

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 the account being merged in, 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.

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.

It depends on how SurveySparrow Ticket Management shows imported tickets. Migrated tickets are attached to each customer's contact record like any other ticket, so where SurveySparrow Ticket Management has a portal that shows customers their own tickets, the merged-in 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 and check it in the sample migration.

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 connects any integration the account you are keeping still needs after cutover.

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.

No. Our migration process is designed for zero downtime. Both SurveySparrow Ticket Management instances stay available to your team throughout: the bulk migration runs in the background and the cutover is fast, so your team keeps working.

Yes, either way round. With a hard go-live date, we can migrate open and active tickets first, so the team moving over can work in the account you are keeping 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 the account you are merging in, with open tickets moving in a separate delta run close to switchover, so active conversations are the last data to transfer.

Tickets that are open at the final cutover come across as open tickets in the group they belong to, 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 SurveySparrow Ticket Management's API lets us set a ticket's group.

Yes. We take the exact date, time and time zone that team switched over as the cutoff, and migrate the history up to that point, so the work already done in the account you are keeping is left as it is. We confirm that moment with you before anything runs.

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.

Moving tickets through SurveySparrow Ticket Management's API 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 the account being merged in since the previous pass of the migration. The final delta sync runs at your switchover time, so the account you are keeping is current on the day the merged team starts using it; give us about a week's notice of that date. Timing it to the cutover matters, because a sync run after that team is already working in the account you are keeping can create duplicate records.

Extraction time depends on volume: a history of more than half a million tickets can take several days to pull. The account being merged in 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.

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

Mostly yes, and your team can keep working as normal, but leave the fields being migrated as they are, in both instances, 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 the instance you are consolidating into 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 the instance you are consolidating into 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.

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.

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.

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.

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.

Yes. We provide a comprehensive migration report along with an ID-mapping sheet that links each record's old ID to its ID in the instance you are consolidating into. This ensures full traceability, simplifies post-migration verification, and helps your team validate that records have been migrated accurately.

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.

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.

Yes, where SurveySparrow Ticket Management's API makes that activity available. We build an ongoing sync on SurveySparrow Ticket Management'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.

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.

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