Migrate your OneDesk data

Tickets are the primary customer-facing work Item in OneDesk. All standard ticket fields (subject, description, status, priority, assignee, customer) are exported via data view or API. We preserve conversation threads as structured message arrays and map custom fields directly to destination properties.

Tasks are the internal work Item counterpart to Tickets. Both share the same Item schema with a type discriminator. We migrate Tasks with full field fidelity, including time tracking entries, assignees, and subtask hierarchy where it exists.

Projects serve as container objects grouping related Tickets and Tasks. We migrate the project hierarchy, associated members, and link child Items to their parent Project in the destination system.

Customers are external contacts distinct from Users (agents). Name, email, company, and contact details migrate directly. Custom properties on Customer records require field-level mapping because the property set varies by OneDesk configuration.

Users are billable agent accounts within OneDesk. We migrate User profiles including name, email, and role. Permission sets and admin flags map to equivalent roles in the destination platform but may require manual review for complex admin configurations.

Custom fields in OneDesk are shared across ticket types and stored at the Item level. We extract the full custom field schema during scoping and map values to corresponding destination properties. Multi-select fields and date fields receive special handling to preserve option lists and timezone-aware dates.

KB Articles export with title, body content, category assignments, and publish status. We map articles to the destination's KB structure and preserve article-to-category relationships.

Conversation messages on Tickets and Tasks include author, timestamp, message body, and an internal/external flag. We preserve the full thread in chronological order and map author references to migrated User or Customer records.

File attachments on Items are exported from OneDesk storage. We download files, map them to the corresponding Item in the destination, and preserve original filenames. Large attachment sets are chunked to avoid rate limits.

OneDesk workflow automations reference specific Item IDs, user assignments, and action types. We export automation definitions but flag any that point to migrated record IDs for post-import audit, as these may need re-triggering or re-configuration in the destination.

Professional Services invoicing data exports with line items, amounts, status, and customer reference. We map invoice records to the destination's billing object, preserving line-level detail and currency.

Time tracked against Tickets and Tasks exports with hours, user, date, and optional description. We map time entries to the destination's time tracking object and link them to the corresponding migrated Item.