Does my ticket history come across?

The tickets do, with their status, who raised them and the company behind them, wherever a product hands them to you in a file. The row for your product above says what its own download contains, and the review screen says it again before anything is written.

What about the mail behind each ticket?

Connect the mailbox it was sent from. Mail and calendar sync live and attach themselves to records by address, so your correspondence arrives that way rather than in a spreadsheet.

My product publishes no way out. What now?

Ask their support directly for a copy of your own records, in a spreadsheet rather than a database file. Send us whatever comes back and we will tell you honestly what we can read.

Migration Guide

Moving from a help desk to Laureo

Every help desk we can read, in one table: what its own download hands you, and what that download leaves behind. Your customers, the companies behind them and your ticket history come across as files, and your inbox comes across live.

After the move

Your records land in one database, and the AI can act on all of them. A sample prompt once you are in:

“Hey Laureo, show me every customer we brought across with an open ticket older than a week, then draft a short update to each owner for my approval.”

Good to know

One file can hold up to 10,000 rows.
One file can be up to 10 megabytes.
You can undo a move for 30 days after it finishes.
You can undo a single file import for 24 hours after it finishes.

How each one gets out

One row per product. What its export gives you is read from what Laureo actually recognises, and what stays behind is the same honest list the review screen shows you again before anything is written. Two of these publish nothing about getting your own records out, and saying so is the point of the row.

The product you are leaving	What its export gives you	What stays behind
Freshdesk	Ticket export, CSV or spreadsheet Account export, XML Contact export, CSV Company export, CSV	Replies are not in the ticket download. Archived tickets are not in the download either, and neither is a column you left out of the picker when you built the file. A contact can belong to more than one company in Freshdesk. A company can list several web addresses. The ticket file you download from Freshdesk holds the first message and nothing after it, so replies reach us only from the account export that arrives as XML. Photos and files come over on their own. Saved replies are set up in Laureo rather than carried across.
Help Scout	Customer list, CSV	The customer list is names, email addresses and the company each person belongs to. The counts beside each person, how many conversations they opened and how long the answers took, are the old account measured against its own hours. Conversations do not come across from any file Help Scout lets you download. Help Scout has no self serve way to download conversations, so nothing you can export yourself carries the messages. Photos and files come over on their own. Saved replies are set up in Laureo rather than carried across.
Intercom	Contact export, CSV Company export, CSV	Visits, devices and browsers stay behind. Conversations are not in a contact export, so the messages do not come across with the people. A monthly spend and a seat count stay behind. Intercom publishes no ticket export, so conversations come across only through a migration service or a file somebody built for you. Photos and files come over on their own. Saved replies are set up in Laureo rather than carried across.
Zendesk Support	Ticket export, CSV Ticket export, JSON or XML User list, CSV Organization list, CSV	Ticket comments are not in the CSV ticket export. Multi line text columns, multi select columns and custom date columns are left out of the CSV ticket export by Zendesk, so anything you keep in one of those does not reach us from that file. A single ticket larger than 1 MB is left out of the CSV ticket export altogether. Wait times, reply counts and resolution times are read and left behind. A photo, an email footer and the access limits on each person stay behind. An organization can list several web addresses. Zendesk keeps the conversation out of every file you can download as a spreadsheet, so a move made from the ticket file alone arrives with subjects and no messages. Zendesk does not export a ticket its own automatic agent handled, so those tickets are in no file you can hand us. Photos and files come over on their own. Saved replies are set up in Laureo rather than carried across.
Zoho Desk	Tickets module export, CSV Contacts module export, CSV Accounts module export, CSV	Conversations and attachments are not in the download at all. The download stops at 50,000 rows for each kind of record, so anything above that has to come from the full backup. A social handle stays behind. A fax number stays behind, and so does any second address the account carries. Zoho Desk downloads one kind of record at a time and stops at 50,000 rows, so a larger account arrives as several files or as the full backup. Photos and files come over on their own. Saved replies are set up in Laureo rather than carried across.
Front	No download of your own records is documented anywhere in the published help centre.	Nothing is published, so nobody can tell you what a download would leave behind.
Gorgias	No download of your own records is documented anywhere in the published help centre.	Nothing is published, so nobody can tell you what a download would leave behind.

Questions about the move

Related Resources

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