Migrate your Helpshift data

Issues are the primary object and map 1:1 to standard ticket/case objects in most destination CRMs. We preserve issue status, priority, created/updated timestamps, assignee, and Custom Issue Field values. The key migration work is normalizing Custom Issue Field values that use dropdown or checkbox types.

Custom Issue Fields (CIFs) are defined per-app and attach to Issues as key-value pairs. Dropdown CIFs are limited to 1,000 options each. We export the full CIF schema from Settings > Workflows and map each field to an equivalent custom property in the destination, flagging any field type that requires translation (e.g. multi-select to array, date picker to datetime).

End-users are the consumers submitting Issues. We preserve user identity, email, and metadata fields. Note that user-level metadata can affect seat-based billing in some destination platforms; we annotate records accordingly during import scoping.

Agents are assigned to Issues and manage the inbox. We export agent identity, role (Admin, Supervisor, Agent), and group associations. Agent-to-issue assignments are preserved at migration time and re-established in the destination using owner/user assignment fields.

Helpshift Apps define which SDK configurations and settings apply to an issue stream. Multiple apps can feed a single inbox. We export app configuration and flag which apps need to be recreated in the destination platform, as app identity is not portable across different helpdesk systems.

FAQs are structured knowledge-base articles organized into Sections. Both objects export via the REST API. We preserve article body text, section hierarchy, and publication state. FAQ search relevance and tagging require re-tuning in the destination.

Tags attach to Issues as a flat label list. We export all tag names and their associated issue IDs. Tags are preserved as Labels or Tags in most destination platforms with no transformation required.

Automations trigger actions on issue events (create, time-elapsed, keyword match) such as auto-tagging, auto-assigning, or auto-replying. Automations are defined in Workflow Management and are not directly exportable via API. We reconstruct automation logic by documenting rules during discovery and rebuilding them in the destination platform's equivalent feature set.

Smart Views are saved filter sets that organize Issues into queues for agents. Queues define routing and priority. Both are workspace-configuration data rather than record-level data. We document the filter criteria and queue rules during discovery and re-implement them in the destination using equivalent filter or view features.

Chat messages are nested within Issues as conversation events. The REST API exposes message content and timestamps. We export messages as a flattened timeline per issue. Some destinations represent conversations as a separate object; we map to the destination's conversation or activity structure and annotate message authorship (agent vs end-user).

Attachments on Issues export as file references with metadata. Large binary files may exceed API payload limits during migration. We download attachments, store them in a migration blob store, and re-attach them in the destination using the platform's file upload API. File size and format restrictions apply by destination.

Helpshift tracks user-level metadata including device platform, app version, and language. This data is attached to issues rather than stored as a standalone user object. We preserve it by annotating it on the issue record for import into the destination's equivalent user or contact properties.