Migrate your DeskDirector data

Tickets are the primary object in DeskDirector, linked to Boards and Contacts. The 6-month stale-ticket culling rule means tickets not updated within 6 months are no longer surfaced in the portal. We export full ticket metadata including custom fields and attach the last-update timestamp so the destination system can re-evaluate visibility rules independently.

Contacts carry granular permission flags: VIP, Approval, and Invoice access. These are set at the Contact level and do not exist uniformly across all destination platforms. We map these to equivalent destination properties and flag any Contacts associated with multiple Companies for explicit re-association during cutover.

Companies store Domain SIDs for Active Directory auto-login integration and Email Domains for routing. We preserve both fields but note that the destination PSA may not have an equivalent SID field, so this mapping requires a custom property on the destination side.

Boards act as ticket queues with independent permission sets per Contact. Board access is the gatekeeper for which tickets a Contact can see. When migrating to a destination with a flat queue model, we create a board-per-queue mapping and re-assign any permission overrides manually at cutover.

Real-time Chat Sessions in DeskDirector are ephemeral session records tied to the live Chat Session Manager. There is no documented export or API endpoint for historical chat transcripts. We do not migrate chat history and flag this explicitly during scoping so the customer can decide whether to export manually before the cutover window.

Agents are tied to Chat presence settings, board/queue restrictions, and profile data. Agent-to-board assignments must be preserved as a mapping to the destination queue model. Chat presence status is not migratable as it is a live runtime state.

Dynamic Forms in DeskDirector use conditional logic and custom field configurations. These are exportable as configuration JSON but require manual re-implementation in the destination platform's form builder. We export the full form schema and field definitions so the customer can replicate the logic at the destination.

Knowledge Bases are used by AI Assistants for auto-referencing. KB articles and categories are structured objects. We export article content and category hierarchy. AI Assistant rule configurations are not exportable and must be rebuilt at the destination.

DeskDirector's CSV reporting exports include VIP/Approval/Invoicing permission reports, Domain SID lists, and Email Domain data. These are point-in-time exports. We preserve the exported CSV as-is and map the data into equivalent destination objects.

SLA configurations are tied to ticket boards and defined in the Admin Portal. SLA metric definitions (response time, resolution time, priority mappings) are migrated as configuration records. Actual SLA breach data is derived at runtime and is not independently stored.

Custom Tools are bespoke integrations defined per-tenant for DeskDirector's AI Assistant feature. These reference internal endpoints and are not covered by the public API. We flag their existence and recommend manual documentation before migration.

Tags on tickets and Companies are a flat string-keyed label system. Tags migrate 1:1 as string arrays on the corresponding ticket or company record in the destination system.

Ticket attachments are referenced via URL in DeskDirector. We preserve the URL reference. If attachments are stored in DeskDirector's blob storage, the destination URL will break after cutover unless files are re-uploaded to the destination system. We flag this as a post-migration action item.