Migrate your Hesk data

Hesk's core object. Stores subject, message, status, priority, owner, category, and custom fields in MySQL. Ticket history is preserved including replies. We export via direct database query or XML export from the UI, mapping status codes (opened/resolved/pending/closed) to the destination schema.

Articles are stored with title, content (HTML), category association, and optional attachments. Export is via XML or direct DB read. We map KB categories to the destination's article category structure. Custom article fields are migrated as key-value pairs.

Categories are simple name/description rows referenced by ticket and KB article foreign keys. We preserve the full category tree and re-map foreign key references during import into the destination.

End-user accounts store name, email, IP address (for GDPR considerations), and creation date. Hesk allows emailless users for phone-only contacts. We export all user fields and handle anonymisation or deletion of PII on request before import.

Staff accounts include name, email, role (administrator/manager/agent), password hash (bcrypt), and permission flags. We migrate staff records and map role hierarchies to the destination's permission model.

Custom fields can be added per-ticket and per-user in Hesk. The schema stores field definitions and values as structured rows. We read all custom field definitions and values, then map them to equivalent custom properties in the destination — this requires field-type matching since Hesk supports text, select, radio, and checkbox types.

Pre-written reply templates are stored as title and HTML content rows in the database. We export them as a flat list and import them into the destination's templates or snippets feature.

Ticket and KB article attachments are stored on disk (file system) with references in the MySQL database. We export the files alongside the DB records and preserve the attachment-to-ticket linkage by matching file IDs. File paths may need re-mapping on the destination server.

Hesk logs ticket events (opened, replied, status changes, assignment) in a history table. We export the full history but note that not all help desks preserve a comparable audit trail — we merge events into the destination's native activity log where possible.

Hesk stores configuration (email routing, ticket fields, status labels, branding) in a settings table. We export settings as a configuration bundle and apply equivalent settings to the destination, noting which features have no direct equivalent.