Migrate from Trengo to SurveySparrow Ticket Management with precision & ease

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 SurveySparrow Ticket Management before the full migration is committed.

Yes. We run a sample migration on your own data first, so you can review how your records look in SurveySparrow Ticket Management 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.

You can run the sample as many times as you need, until you are satisfied with how the data looks in SurveySparrow Ticket Management. 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.

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 Trengo 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.

Yes, if you want them removed. Before the full run, we delete the tickets the sample migration created in SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management. Where SurveySparrow Ticket Management cannot store one of them natively, it is kept as embedded metadata on the migrated record.

We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in SurveySparrow Ticket Management, review sample records from it and propose how it can be represented, based on what SurveySparrow Ticket Management supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.

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

No. Before the sample or full migration starts, we confirm with you that nothing in SurveySparrow Ticket Management will send messages about the migrated data: we import with notifications switched off wherever SurveySparrow Ticket Management allows it, and 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.

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

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.

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

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 SurveySparrow Ticket Management lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.

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 Trengo.

Their comments migrate with the rest of the ticket history. If the original author does not have an account in SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management, for example with a custom checkbox field such as "Migrated from Trengo", 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 SurveySparrow Ticket Management.

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

Yes, where Trengo's API shows which address each ticket was sent to and SurveySparrow Ticket Management'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 SurveySparrow Ticket Management 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.

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 Trengo, with excluded tickets marked as skipped.

Yes, as long as SurveySparrow Ticket Management 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 SurveySparrow Ticket Management. 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 Trengo's and SurveySparrow Ticket Management's APIs accept requests, and we plan the full run around that. Before the full run, we test the mapping and throughput with a sample migration.

Where SurveySparrow Ticket Management 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 SurveySparrow Ticket Management's model rather than forced through an import template. Where field types differ, such as a value stored as text in Trengo that SurveySparrow Ticket Management 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.

Yes. Each tool's data is extracted separately and written into the same SurveySparrow Ticket Management account. How records from the different tools fit together is settled in the data mapping before the build. The sample migration includes data from every source, so you can check the combined result before the full run.

Yes. The migration script converts ticket content, including HTML, into the format SurveySparrow Ticket Management expects, and our verification checks compare migrated tickets with the originals, including how the HTML renders. The sample migration lets you compare migrated tickets side by side with the originals before the full run, and if anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.

It can make the number of tickets we pull differ from the count Trengo 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. 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 Trengo'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.

Yes, once the migration's connection can reach them. If a category or group is private or restricted in Trengo or SurveySparrow Ticket Management, the account we connect with may not be able to read or create tickets in it, so we flag every ticket this affects. You can then lift the restriction or give the connection the access it needs, such as an admin-level account, and we migrate the remaining tickets, or tell us to leave them out.

Yes, as far as Trengo records it. Each message is attributed to the author Trengo's API reports, and messages from your team show under the right agent as long as that agent's account exists in SurveySparrow Ticket Management before the tickets are migrated; otherwise they fall back to the default agent. We also carry over the message source in as much detail as the API provides, for example telling comments on Instagram posts apart from comments on Instagram ads.

Yes. Once your email account, such as Gmail, is connected, we can pull selected email threads directly from it, for example for a date range you choose, and migrate them into SurveySparrow Ticket Management as tickets. We share the list of threads with you to confirm before anything moves. Because they were never tickets, some details can look different from tickets migrated from Trengo.

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 Trengo, 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.

Yes. Tickets from your phone or voice channel are migrated with the rest of your history, and call logs from a separate phone tool can be brought in alongside them. Call recordings stored outside the help desk, for example in a cloud storage bucket your phone system writes to, can be matched to their tickets wherever a match exists. We agree with you in the mapping where calls and recordings will appear in SurveySparrow Ticket Management, and you check them in the sample migration.

Not if we agree the merges with you first. We identify records that share an email address or telephone number and propose merges in the migration checklist, where you confirm each one and choose which address stays primary. Each merged set becomes one contact holding all of that customer's tickets and, where SurveySparrow Ticket Management allows it, all of their email addresses. We don't merge on a guess, so records you don't confirm stay as they are.

It depends on SurveySparrow Ticket Management. Migrated tickets are attached to each customer's contact record like any other ticket, so where SurveySparrow Ticket Management has a portal that shows customers their own tickets, the migrated ones can appear there, while internal notes stay private to your agents. Some portals only show tickets or replies set up in a particular way, so we confirm during scoping how imported tickets show to customers in SurveySparrow Ticket Management and check it in the sample migration.

Not if that information lives in the integration rather than in Trengo. Widgets and similar panels are often drawn live by the integration, and where Trengo doesn't store that data or return it through its API, it can't be migrated with the tickets. The tickets and their conversations migrate as normal, and your team reconnects each integration to SurveySparrow Ticket Management after cutover.

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. Trengo 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.

Yes, either way round. With a hard go-live date, we can migrate open and active tickets first, so your team can work in SurveySparrow Ticket Management 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 Trengo, 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, 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 your team went live as the cutoff, and migrate the history up to that point, so the work already done in SurveySparrow Ticket Management is left as it is. That go-live moment separates the two systems' records, so we confirm it with you before anything runs.

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

Extraction time depends on volume: a history of more than half a million tickets can take several days to pull. Your Trengo 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.

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 Trengo until you switch over.

Mostly yes, and your team can keep working as normal, but leave the fields being migrated as they are, in Trengo and SurveySparrow Ticket Management, 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 SurveySparrow Ticket Management 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 SurveySparrow Ticket Management 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 old Trengo record ID to its new ID in SurveySparrow Ticket Management. 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, 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.