Migrate from Giva eHelpDesk to Nutshell

Giva organizations map directly to Nutshell Companies using a direct one-to-one field mapping. The organization's name, primary domain, phone number, and address fields migrate to the corresponding Company fields in Nutshell. If Giva stores parent-child organization hierarchies, the primary parent organization becomes the Nutshell Parent Company reference to preserve the corporate structure relationship.

Giva organization address components including street address, city, state or province, postal code, and country map to the corresponding fields within Nutshell's Company address block. Multi-line Giva address entries are concatenated into a single consolidated address string compatible with Nutshell's single-line address data model for clean record storage.

Giva end-user contacts map to Nutshell People records with a straightforward field-to-field translation. First name, last name, email address, phone number, job title, and department all migrate to their corresponding Person fields. If a Giva contact record lacks an email address, a placeholder entry is generated and flagged for manual review by your team.

The Giva contact email address field maps directly to the Nutshell Person email field with no transformation required. Email address serves as the primary deduplication key during migration — if a Nutshell Person record with the same email already exists, the records are merged or flagged according to your pre-configured merge rule for resolution.

Giva tickets represent the most significant structural transformation in this migration. Since Nutshell has no native ticket object, each Giva ticket becomes a time-stamped Activity on the related Nutshell Person or Company record. The Activity subject carries the Giva ticket number concatenated with the summary. The body carries the full ticket description text. A custom giva_ticket_id__c field links back to the source Giva system for complete audit traceability.

Giva ticket priority levels (Low, Medium, High, Critical) map to a Nutshell custom pick-list field created on the Activity record type. The value mapping preserves the original Giva priority label exactly so that support managers can sort and filter migrated activities by original priority designation when reviewing reports in Nutshell.

Giva ticket statuses (New, Open, Pending, Resolved, Closed) map to a custom text field on the Activity record because Nutshell Activities do not have a native status concept. This transformation preserves the original ticket lifecycle state for audit trail completeness and historical reporting continuity.

The Giva technician assigned to each ticket is resolved by matching their email address against existing Nutshell user accounts. Successfully matched technicians become the owning user for the Activity in Nutshell. Unmatched technicians are assigned to a designated fallback owner to ensure no migrated Activity record becomes orphaned without proper assignment.

The Giva ticket creation timestamp migrates directly as the Nutshell Activity date value, preserving the original customer interaction timestamp for accurate reporting continuity. Last-modified timestamps are also carried over and stored in the custom field giva_created_date__c for full temporal audit capability.

Giva file attachments are exported with their original hosted download URLs preserved. Since Nutshell does not automatically re-host external files, the attachment URLs are stored in a custom text field named giva_attachment_urls__c on each Activity. Your team downloads and re-uploads files to Nutshell manually after migration completes.

Giva knowledge base articles including title, body text, category, and attachment links have no native Nutshell equivalent object. We export them as structured JSON including article text, category path, and attachment references. Your Nutshell admin uses this export as a rebuild reference for recreating articles manually in Nutshell's Articles tab.

Giva technician and admin user accounts are matched by their email address to existing Nutshell user accounts in a direct lookup resolution. If a Giva user account has no matching Nutshell account, that user is flagged on a pre-migration report for your team to provision first or to confirm assignment of their records to a designated fallback owner before migration runs.

Giva asset management records including device name, serial number, location, and assignment data have no Nutshell equivalent native object. We export asset records as structured JSON and surface them as a formatted note or custom fields on the related Nutshell Company record so the device data remains accessible post-migration.

Giva macros and saved response templates are workflow configuration objects with no direct Nutshell equivalent feature. We export macro definitions as structured JSON including complete step sequence, conditional logic branches, and field-assignment rules so your Nutshell admin can rebuild them as Nutshell email templates or sequence step drafts.