Migrate from Giva eHelpDesk to Mailchimp

Giva organizations map to Mailchimp contact records. The organization name is stored as a custom merge field (COMPANY or ORG_NAME) on the subscriber record since Mailchimp contacts do not have a native organization lookup. One Giva customer record can generate multiple subscriber records when the organization has multiple end users.

Giva end users are the primary migration object. Every end-user email address maps directly to a Mailchimp subscriber. First name, last name, email address, phone number, and custom fields transfer as Mailchimp merge fields. Unsubscribed and bounced contacts from Giva are handled via Mailchimp suppression import to prevent re-activation.

Giva agents are internal staff with login credentials and ticket assignment. Mailchimp does not have an agent concept — subscriber profiles are the only contact type. Agent records do not migrate. If agent email addresses were used as ticket submitters in Giva, those rows are skipped or flagged for review before the import runs.

Tickets (incidents, service requests, problems, change requests) have no Mailchimp equivalent. Ticket data — subject, description, status, priority, assignee, timestamps, comments — does not migrate. If ticket resolution notes contain information that should reach customers, that content must be communicated via a Mailchimp campaign after migration.

Giva knowledge base articles are internal or customer-facing help content. Mailchimp has no knowledge base or article storage. Articles are not migratable. If articles contain content that should be shared via email, your team can extract summaries and paste them into Mailchimp campaign bodies or landing pages after migration.

Giva asset management records (hardware, software, contracts, vendors) have no Mailchimp equivalent. Asset data is not migratable. If asset records contain customer relationship data (e.g., which customer owns which asset), that relationship can be encoded as a custom merge field on the subscriber record before migration.

Giva tags applied to customers or end users (e.g., 'enterprise-account', 'healthcare', 'priority-support') map directly to Mailchimp tags on subscriber records. Tags are preserved during migration and appear on the Mailchimp contact profile. Tags can be used to recreate Giva customer segmentation logic in Mailchimp segments.

Ticket comments and internal notes are ticket-level metadata with no Mailchimp equivalent. Communication history from Giva tickets does not transfer to Mailchimp. If historical customer communication needs to be preserved for reference, it must be exported separately from Giva and stored outside Mailchimp.

Giva custom fields on customer or end-user records are created as custom merge fields in Mailchimp before import. Field types are mapped: Giva text fields become Mailchimp text merge fields; Giva date fields become Mailchimp date merge fields; Giva dropdowns become Mailchimp radio or dropdown merge fields with value-by-value mapping. All custom field definitions are reviewed before migration so the correct Mailchimp field types are configured in advance.

Giva SLA policies, escalation rules, and timer configurations are ITSM-specific constructs with no Mailchimp equivalent. These do not migrate. If SLA tier names (e.g., 'Gold Support', 'Standard') should be associated with subscriber records, they can be preserved as custom merge fields or tags on the Mailchimp contact.

Giva report and dashboard configurations (KPIs, charts, widgets) are not migratable to Mailchimp's campaign analytics model. Mailchimp provides its own reporting suite (open rates, click rates, revenue tracking). If Giva reports contain customer health scores or segmentation logic used for outreach prioritization, that data should be encoded as custom fields or tags before migration.