- Ticketing system migration: what it is and when it is advisable
- How to prepare the migration from one ticketing software to another
- Which data to transfer during the migration of a ticketing system
- Migration of workflows, SLAs and automations: how to transfer operational rules
- Security when migrating data from a ticketing system
- Rexpondo: which ticketing system to choose after migration
Ticketing system migration: what it is and when it is advisable
Migrating a ticketing system means moving from a support platform to new software the set of information and processes used to manage support. The transfer may concern the ticket history, conversations, user data and operational configurations.
There are several reasons why a company may decide to undertake a migration. One of the most frequent is the need to replace software that is no longer updated or supported, as can happen with some self-hosted installations of OTRS or Spiceworks. In addition to this, there is the increase in costs associated with the number of tickets or operators and the limitations of platforms that, over time, become too rigid for the organization’s needs.
Migration can also be useful when a company wants to bring together multiple helpdesks or databases in a single environment, in order to centralize support management. Another reason is the need to introduce more advanced features, including cloud SaaS solutions, ITSM and ITIL tools, omnichannel management and AI-based automation.
How to prepare the migration from one ticketing software to another
An effective migration begins well before the actual transfer of data. The first step is to precisely define the objectives, project scope and information that will need to be transferred to the new system.
It is important to involve support managers and operators from the early stages. Their contribution makes it possible to identify the features that are actually needed and, above all, to avoid replicating procedures in the new environment that are now outdated or inefficient.
Next, it is necessary to carry out a data mapping. Custom fields, users, groups, departments, tags and other information must be associated with the corresponding structures in the destination platform.
Before proceeding with the complete transfer, it is advisable to carry out a test on a representative sample of tickets. This pilot migration makes it possible to check that data, queues and associations are imported correctly and to identify any anomalies.
Finally, it is necessary to define a transition plan. Depending on the strategy chosen, this may include a period of overlap between the two systems, during which the old helpdesk continues to manage requests that are already open while the new platform is checked and prepared to become the main system.
Which data to transfer during the migration of a ticketing system
One of the most delicate aspects of migration concerns the selection of the information to be transferred. In general, it is possible to import the ticket history, both open and closed, while preserving the conversations and elements associated with each request.
The transferable data includes messages, internal notes, attachments, images, statuses, tags, priority levels and custom fields. It is also possible to transfer information relating to users and organizations, including customer profiles, companies, operator accounts, departments and work groups.
Migration can also include the contents of the Knowledge Base or Help Center. In this case, the transfer may concern categories, sections, articles and their translations.
Depending on the characteristics of the source platform and the destination platform, additional content can also be managed, such as call recordings, user feedback and the history of conversations that took place via chat.
Not all data necessarily needs to be transferred. Information relating to inventory and asset management that is managed outside the helpdesk can be excluded from the migration or addressed through a separate project.
Migration of workflows, SLAs and automations: how to transfer operational rules
The transfer of historical data must be managed in such a way as to prevent the automatic rules of the new system from acting on imported tickets. For this reason, during import operations, triggers and automations are generally disabled, preventing unwanted notifications from being sent or changes to time metrics.
Workflows, automation rules and SLAs must therefore be configured and tested in the new environment while the previous system continues to manage operational requests.
Migration can also become an opportunity to rethink existing processes. Instead of automatically transferring every configuration, it is preferable to assess which rules should be retained and which should be simplified, optimizing activities such as ticket classification, assignment and routing, and priority management.
The definitive switch of support channels should only take place after verifying the correct operation of workflows, notifications, queues and artificial intelligence features. This reduces the risk of anomalies when the new platform becomes operational.
How long does a ticketing system migration take?
There is no standard duration for migrating from one ticketing system to another. The time required depends mainly on the amount of data to be transferred, the age of the historical data and the level of complexity of the configurations in place.
For small or medium-small installations, for example with fewer than 10,000 tickets, the transfer can be completed within a day or take approximately 24–48 hours.
More complex situations, characterized by several years of history, large volumes of tickets and numerous customizations, may instead require a week or more to complete all migration and verification activities.
The use of procedures performed in the background nevertheless makes it possible to reduce the impact on operations. Through progressive or phased migrations, the old helpdesk can remain active until the new system has been fully checked, avoiding the need for a service interruption.
Security when migrating data from a ticketing system
Data protection must be a priority throughout the migration process. The choice of tools and the destination platform should therefore take into account the applicable security and privacy requirements, such as GDPR and CCPA, as well as the presence of operation monitoring systems and periodic checks.
Before starting the transfer, it is essential to create complete backups of the original database. It is also advisable to establish how to securely retain or archive the data contained in the old system, especially when it needs to be kept for operational or regulatory requirements.
To limit the impact on the service, import activities can be performed in the background. The use of parallel processes or incremental migrations, such as delta migrations, makes it possible to progressively transfer information without interrupting the operators’ work.
Before the final switch, it is ultimately necessary to compare the data present in the source platform with the data imported into the new solution. This verification makes it possible to ensure that the information is complete, consistent and intact.
Rexpondo: which ticketing system to choose after migration
The choice of the destination platform is a fundamental step to ensure that the migration produces a concrete improvement in support management.
Rexpondo is an Italian Ticketing and IT Service Management platform developed as a 100% compatible fork of OTRS Community Edition. This feature allows companies coming from OTRS to maintain continuity with the previous environment, while at the same time introducing an autonomous platform with updates and support.
The solution integrates a flexible Ticketing system with ITSM features based on ITIL best practices, supporting the management of CMDB, processes and changes.
These features are complemented by automation and artificial intelligence tools, including Margot, the AI chatbot based on LLM models. AI features can support operators in the automatic classification and routing of tickets, priority management and the generation of summaries, providing continuous support for assistance activities.
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