Migrate your Awesome Support data

The primary object in Awesome Support. Tickets live as custom post types in the WordPress database (wp_posts with post_type 'ticket'). We export ticket ID, subject, status, priority, product association, created date, and updated date directly from the post record and postmeta table.

Replies and internal notes are stored as comments on the ticket post type. We distinguish between public responses and private agent notes by querying comment_type in wp_comments, mapping them to the destination's conversation thread model.

Agents are WordPress user accounts with a specific WordPress role or capability added by Awesome Support. We map wp_users to Agents, preserving display name, email, and role. If the destination uses a different user model, we create a matching contact and assign ownership.

Customers may be registered WordPress users or guest submitters with an email address only. For guests, we extract the submitter email and name from ticket meta and create contacts at the destination. Registered users are matched to existing contacts or created new.

Custom fields are stored as postmeta with keys prefixed by wpas_ or the custom field add-on namespace. We enumerate all custom field keys per ticket, map them to destination custom properties, and handle type conversion (text, dropdown, checkbox) based on meta value patterns.

Tags are stored as WordPress post terms in wp_terms joined via wp_term_taxonomy where taxonomy is 'ticket_tag'. We export the full tag taxonomy and apply tags as Labels or Tags on the destination Tickets object.

Awesome Support allows renaming status labels (e.g., changing 'Open' to 'In Progress') via settings. We read the current status label configuration from wp_options and map the renamed labels to the destination system's equivalent statuses.

Attachments are stored as WordPress media attachments associated with the ticket post. We extract the attachment URLs and re-upload them to the destination system. Large media libraries may require hosting-side bandwidth and the destination's file storage limits to be checked during scoping.

Survey responses (star ratings and feedback text) are stored in wp_postmeta with a wpas_satisfaction_ prefix. Not all installations have this add-on active. We export available survey data and map it to the destination's feedback or CSAT property.

When the WooCommerce or EDD add-on is active, tickets can be linked to specific products or orders. Product associations are stored in postmeta. We preserve these as Ticket Properties referencing the linked product name or order ID.

Time Tracking is a separate add-on that stores billable hours against tickets in a dedicated table or postmeta. Entries include agent, duration, and optional billing notes. We export time entries as line items on the ticket record or as a separate Time Entries object if the destination supports it.

Private notes are distinguishable from public responses via comment_type in wp_comments. We preserve the private note flag at the destination, ensuring internal notes are not exposed to the end customer.