Help Desk Migration Reviews

Amazing support and technical advice.
Delivery was made according to the original project schedule.
No extra charges than what was quoted.

Our custom logics were not compatible with the automated import feature. This issue was handled in a timely manner and with professionalism.

The free demo allowed me to test the functionality of the migration, examine the results, tweak the settings, and retest. I did this at least 50 times and asked support a ton of questions. They were extremely fast at replying and super helpful.

The only con was that during the final live migration, the tool got stuck twice on bad data, and their support (who responded quickly to help) had to do something to fix. It would be good if the tool could skip these bad records and keep going, and then spit out a report at the end of what was missed.

Easy system users can log into and track for all of their help desk needs

The search functionality does not seem to always be accurate. Also, not easy to migrate and get what you need from it.

The migration tool worked as expected. It effectively migrated all of our Desk.com cases into ZenDesk.

The software is very expensive. I don't think their price is aligned with the overall value. If it was 50% cheaper I would see much more value. They have overpriced it.

I loved how easy it was to move everything I had set up in one place. No coding skills required (a plus).

All went well, we're happy with the results.

The customer support and quality of the migration app were phenomenal. Honestly, the two most important pieces of an app like this, which are data integrity, and a fast and responsive team were best-in-class.

There were a few things during the payment process that were hard to follow. For example, the ability to start a full migration didn't start until several minutes after we made payment, so it was a bit confusing.

The Help Desk Migration folks made our transition from Spiceworks to Jira Service Desk easy. They took care of mapping the Spiceworks fields to equivalent fields in Jira Service Desk for tickets and users. Gave me a sample migration to validate against. When it came time for the production migration, they worked within my schedule so I could keep service downtime to a minimum. They were very responsive throughout, especially impressive given the 9 hour time zone difference.

Nothing at all to dislike about this service.

The software saved me from hours of inputting data into a spreadsheet to then send to Connectwise to hope I did it all right and that the data gets imported. It worked perfectly, it was fast, customer service was awesome (on a Sunday morning). 5 Stars!

The interface would show failures but not tell you what was wrong just that someone would be reaching out. Someone did reach out, very fast at that, just wish it told you more of what you could do to fix it, if it was something you can do.

Did exactly what they advertised. They imported over 160,000 tickets for us from Desk.com to Zendesk. A few hiccups importing the data but they resolved quickly and were on it from start to finish. Quick support, good value and fairly priced.

Timezones are a bit further out from us (PST) but always responsive when we needed. Had a small problem paying for the service via 2Checkout but we worked it out.

We used this software to move two of our teams from Freshdesk to Helpscout. The software was super easy to use, and made the process really easy. The support team was incredibly responsive, and helped out all along the way - fast to reply each time I had a question.

There were no cons - they made it really easy!

Integration with our existing product was very complicated without internal engineering and developer help, that would be lengthy and time-consuming and push our project out by weeks, maybe months. With the Help Desk team, we were able to accomplish this in under a week!

The time-zones that we all work in collectively made it almost impossible that there weren't breaks in the customer experience, but Help Desk team was very supportive in asking when we would like to start migration processes and was very responsive during the last phase of the project with timeline updates and check-ins.

Super easy to setup and use
Support was there ALL the way

Had to create myself on the SOURCE system and grab 'Account Owner' status in order to get things done easier; if anything can be done to make that less hassle-free could be a bonus

The software was easy to use and we were able to migrate all our data in less than 4 hours which was really good assuming we had over 5,000 records of tickets, companies, organizations, etc. They have a wide range of platforms that they support which is really good. The customer support service at Help Desk Migration was really useful and provided a Delta migration for a few stray tickets free of charge, which was really helpful to conclude our Data Migration.

I didn't have complete control over my migration, I can see why however it just meant that a few things were more confusing, it would be good If I could set defaults for assignee's automatically, but it all worked out in the end.

I recently was faced with the challenge of migrating from Freshdesk to Zendesk. We had around 1500 tickets and 600 contacts. After searching around for services to assist in the move I found Help Desk Migration. Their prices were super competitive, well under the other options on the market, and when I reached out to ask more, they were super helpful and quick to respond with any and all information I required.

I was especially concerned about security, HDM described their approach and I was impressed with how well thought out their process was and how respectful they were of their customer's data.

They even reminded me as soon as the migration was complete to change passwords and ensure our instance was secure. All the way through they were helpful and followed up to ensure everything was as we needed and expected. I have no hesitation in recommending HDM if you need to do a migration. Absolutely great in every respect.

The answer to the question "What did I like most about this software?". Everything!!

Ease of use: Check!
Responsive Support: Check!
Responsive Development: Check!
Full data migration: Check!
Very reasonable cost: Check!

I cannot think of a single thing I did not like about this software.

Very good customer support to do a sensitive opération.

nothing in particular, everything was clear.

We used the app for a ticket migration and loved how straightforward and simple it is. It's great that once you've done the field mapping, you can run a free demo, see the results and then go back to correct the mapping if needed, before you actually migrate all of the tickets. The migration went smoothly considering the drastic changes we made in the desing of our new support platform compared to the old one.

Allowing users to choose which tickets they want to migrate and then proceed with the migration on their own would be a nice feature to have. We only migrated in-flight tickets and we needed to coordinate with the tech team a bit in order to do so.

Ease of use
Speed of migration
Cost efficient
Customer support

Some of the knowledgebase articles were not migrated into the proper categories, but was an easy fix. Everything went into 'Source Default Folder', but it did create the other categories. Just needed to go through and change them after the fact
Doesn't show any stats during the migration to see how fast the import is going. They can let you know on the backend
Sometimes fails without any decent error message, but the team will let you know and it will pick up where it left off

Almost everything is migrated, no data is lost.
You can try many times and the support is very friendly, I was able to migrate many specific tickets that I chose before.
Not that expensive.

- It's not possible to import Zendesk tags unfortunately
- Ideally all activities imported would have been attributed to "customer success" Team on my new CRM. So that I can easily filter those activities

The wizard was simple and straightforward to use, support response before and during was prompt

Our migration was complicated since we were moving multiple accounts into one and it exceeded the original estimate, but they worked with us to come to agreeable terms

Our mappings were not complicated, and for the most part, I was able to map my custom fields from Desk.com over to Zendesk. It was easy to do, and I could do a sample port as many times as I needed just to ensure everything came over correctly.

Nothing comes to mind because I was told upfront of expected behavior.

We did the migration between the software packages, and while it ran the team interacted letting us know of issues and concerns that arose. All data was saved

Time it took but honestly not sure that would have been prevented - over 2.5 days for us

Help Desk Migration was very intuitive, guiding each step of the process from authorizing each system, mapping fields, and performing a test migration. Their support is top notch and proactively reached out to ensure everything was going smoothly.

I can't think of anything bad about the software. I was able to pick up where I left off each time I went back to use the software.

The product features is very easy to set up. The service support is always quick and accurate. And the value for the price is really worth it.

We had to do some small customization, but the price was correct. Test migration cannot be done fully, only small portions of data

The format of the data out of our old Service Desk software was unfriendly and not easy to work with. We had years of data that we needed to keep. Using this service avoided any issues. Help Desk Migration were able to customise our import to ensure that everything was mapped correctly with no loss of data. The support throughout the process was excellent and I'd like to offer him my gratitude for helping us with this project.

No major issues. We did had some minor teething problems, but this was dealt with professionally and promptly.