Migrate your LiveAgent data

Tickets are the primary object in LiveAgent. Every ticket has a status, priority, assignee, customer link, and optional company and custom field values. The REST API exposes all standard ticket fields and supports paginated retrieval. We migrate all ticket fields 1:1 and reconstruct thread history from Conversations.

Customers are the contact records linked to Tickets. Each has name, email, phone, address, and custom field values. We map Customer records directly to the destination's Contact or Person object, preserving all custom field values via explicit field mapping.

Companies are separate entities linked to Customers, not to Tickets directly. Some accounts do not use Companies at all. We check whether the destination CRM has a Companies/Accounts object and map accordingly; if not, we merge company data into the Contact record as a text field.

Every Ticket contains one or more Conversations storing the threaded message history. Conversations include agent and customer messages, timestamps, and attachment references. We fetch conversation data per ticket via the API and reconstruct the full message thread in the destination.

Agents are the staff accounts that own Tickets and handle Conversations. LiveAgent does not have a standalone Agents API object; agent info is embedded in ticket assignments. We map agent email/name to the destination's Owner/User field, which may require explicit user-creation steps in the destination system.

Tags are applied to Tickets and Conversations. The API supports listing, assigning, and unassigning tags. We migrate all tag assignments and recreate tags in the destination system using the same naming.

Knowledgebase articles are created in categories with content, status, and ACL settings. The LiveAgent API lists articles but some endpoints are marked deprecated. We migrate articles using the current API endpoints and re-upload article content, but strongly recommend a manual review of category structure post-migration.

Attachments linked to Tickets and Conversations are stored as files in LiveAgent. The Files API supports retrieval and upload. We download all attachment files, re-upload them to the destination, and re-link them to the correct ticket/message thread.

Custom fields can be added to Customer records. These vary per account and must be discovered dynamically via the API. We map each custom field to an equivalent destination field, creating new custom fields in the destination if needed, and handling data-type mismatches explicitly.

Custom fields on Tickets follow the same pattern as Customer custom fields — account-specific schemas requiring dynamic discovery. We enumerate all ticket custom fields during scoping, map them to destination equivalents, and flag any fields that cannot be mapped due to incompatible data types.

Customer Groups are used to segment customers (e.g., by tier or region). The Groups API allows listing, creating, and assigning customers to groups. We migrate group membership, recreating groups in the destination and linking customers accordingly.

Macros and Rules in LiveAgent encode workflow automation (auto-assignment, SLAs, canned responses). These are not exposed via the public REST API. We do not migrate automation rules — they must be manually rebuilt in the destination system post-migration.