Migrate your SmarterTrack data

Tickets are the central object in SmarterTrack. Every inbound email, chat transcript, or call log creates or attaches to a ticket. We preserve the full ticket thread, status, priority, assignee, department, brand association, and all custom field values. Closed and open tickets are migrated equally.

Live Chat sessions are standalone objects with their own time logs and custom field templates per department. We extract chat transcripts, participant info, duration, and any custom fields collected during the session. Chats can be linked to existing tickets or migrated as independent records.

Call Logs store phone interaction metadata including duration, disposition, phone numbers, and custom fields. We migrate call log records with their associated custom field data and link them to parent tickets where the relationship exists in the source data.

Agent/User accounts include login info, role assignments, department memberships, and custom fields. We map active users to the destination system, preserving group and department affiliations. Inactive or deleted users are optionally included for historical attribution.

Organizations represent the customer or company level above individual users. Organization records carry contact data, custom fields, and association to brands. We migrate organizations and their linked users together to preserve the parent-child relationship.

KB Articles are fully migrated including body content, category assignments, draft/published status, and brand scoping. Articles using inline HTML are preserved as-is. If the destination uses a different HTML sanitizer, we flag content that may require post-migration review.

Community posts, ideas, and threads are migrated with author attribution, status indicators (Under Consideration, Answered, etc.), and replies. SmarterTrack community posts are flat or threaded depending on configuration; we preserve the structure as closely as the destination schema allows.

News Items are portal-level announcements with body content and scheduling metadata. We migrate news items with their publish dates and visibility settings, but the display format and scheduling features of the destination may differ.

Custom Fields can be created for Tickets, Live Chats, Call Logs, Users, Groups, and Departments. Each custom field has a 512-character value limit. We map custom field definitions and values, but destination field types (text, dropdown, checkbox) must be reviewed for compatibility during field mapping.

Departments and Groups structure ticket routing and agent assignments. We preserve the hierarchy, including which users belong to which groups and departments. Active vs. inactive group status is migrated to ensure routing rules evaluate correctly in the destination.

Multi-brand support is Enterprise-only. Brands scope portals, knowledge bases, and tickets to separate customer-facing identities. We migrate brand associations for all Tickets, KB articles, and portals, but the destination must have an equivalent multi-brand or multi-tenant capability to preserve the separation.

SLA rules, auto-assignment rules, auto-closing rules, and ticket rebalancing logic are configuration-level settings. We extract rule definitions and map them to equivalent workflow constructs in the destination platform, though some rule types may not have direct equivalents.

Ticket attachments, chat file transfers, and KB article media are stored in the SmarterTrack file system or database. We extract all binary attachments and re-link them to the corresponding records in the destination. File size limits and supported MIME types vary by destination.

Tags can be applied to Tickets and KB Articles. We preserve tag labels and their associations. If the destination platform does not have a native tag object, we create a multi-select text field to hold the tag values.