Migrate your osTicket data

Tickets are the primary object in osTicket. They include a rich-text Thread, Custom Fields, SLA Plan assignment, Department, Help Topic, and status/priority metadata. We migrate Tickets 1:1 with their thread as a single conversation record, preserving timestamps, status, and priority.

Users submit tickets and are stored with name, email, phone, and organisation linkage. We map Users to the destination's contact/customer object. osTicket allows users with no Organisation, which we flag for explicit orphan handling during the mapping phase.

Agents are staff members who receive and respond to tickets. osTicket assigns agents to Departments and Teams with granular per-department permissions. We map Agents to the destination's agent/staff object but flag non-transferable permission scopes that require manual reassignment after migration.

osTicket Organisations represent companies that Users belong to. The relationship is loosely enforced — a User can exist without an Organisation. We preserve Organisation names and link them to User records, but note that not all destination CRMs model Organisations as a first-class entity.

Custom Fields are configurable per ticket and user forms. osTicket stores them as typed fields (text, boolean, date, list, etc.) with different visibility rules for agents vs. users. We map Custom Fields by type and apply them to the corresponding destination object, noting where the destination field type does not match.

osTicket stores attachments separately from the ticket thread record and links them by attachment ID. We extract attachment records alongside the ticket thread, re-link them in the destination, and note any file size or type restrictions the destination imposes.

Departments control ticket routing and agent permissions in osTicket. They have email routing addresses and SLA plan associations. We map Departments to the destination's queue/team or department entity, but per-department SLA assignments require manual configuration post-migration.

SLA Plans define response and resolution deadlines tied to ticket priority. osTicket allows multiple SLA plans assigned by department or help topic. We migrate SLA plan names and time windows as a custom configuration step, since most destination platforms model SLA differently.

Help Topics are ticket categories that drive routing and SLA assignment. They are a first-class object in osTicket but are typically modelled as Tags or Categories in other platforms. We map Help Topics to Tags in the destination, preserving the original topic label on each ticket.

The Thread is osTicket's internal conversation record — one per ticket, containing all internal notes and user responses in a merged chronological log. We split the thread into discrete message records in the destination, preserving the agent vs. user author attribution and internal/public flag.