Migrate your Helpwise data

Conversations are the core ticket object in Helpwise. We migrate conversation threads, message bodies, timestamps, and thread history from supported platforms (Helpscout, Front, Freshdesk, Zendesk, LiveAgent, Groove). Intercom migrates as Messages. The migration window is frozen at import start time — any new conversations during migration require a manual or delta sync.

Contacts are migrated 1:1 with their email address, name, and metadata. We preserve contact tags and custom contact properties where the source schema maps cleanly. Merged or duplicate contacts are flagged for customer review post-import.

Source mailboxes are mapped to Helpwise Shared Inboxes by channel type (email, Facebook, Instagram, WhatsApp, SMS, live chat). The inbox structure, including assignment rules, is preserved. Note that inbox count limits vary by tier (3 / 10 / 30) — we check the destination plan before mapping.

Tags applied to conversations and contacts are migrated and re-applied at the target. Tag naming is preserved exactly as-is, including color assignments. We do not rename or deduplicate tags unless explicitly requested.

Internal notes attached to conversations are migrated as Notes objects, preserving the author, timestamp, and body text. Notes visibility is maintained as internal-only in the destination.

Team members are mapped by email address. We create the user record and assign them to the inboxes they had access to in the source. If a team member email does not exist in the destination, we flag it for manual provisioning before or after migration.

Saved Replies (canned responses) are migrated with their full body content and shortcut codes. Helpwise Standard caps Saved Replies at 15; Premium and Advanced are unlimited — we check the destination tier and flag any overage before import.

Help Center articles, categories, and published status are migrated. Article URLs are rebuilt in the destination; internal links within articles are updated to point to the new Helpwise URLs post-migration.

Automation Rules define assignment, tagging, forwarding, and routing behavior. We migrate the rule configuration but warn that destination-specific triggers (like channel-specific conditions) may require re-testing in Helpwise because rule evaluation behavior can differ from the source platform.

SLA Rules are available only on the Advanced tier. When migrating from a source with SLA configurations to a Standard or Premium destination, we flag the mismatch and recommend upgrading before migration to avoid losing SLA metadata.

CSAT scores and survey responses are migrated where available in the source API. Survey configuration (questions, triggers, thresholds) requires manual setup in the destination as it is not exposed in Helpwise's standard export.

Custom contact fields and custom ticket fields are migrated with field names and values preserved. Value picklists are mapped directly. We flag any custom fields that have no corresponding destination property and ask the customer whether to create a new field or drop the data.

Attachments to conversations are migrated via URL reference where the source platform exposes a stable attachment URL. Large file attachments may be subject to size limits — we check the destination account storage tier and flag any files that exceed the limit.

Chat Widget embed codes, customization settings, and proactive chat triggers are tied to the source domain and cannot be transferred to a different Helpwise account. We recommend re-configuring the widget independently post-migration.