Mastering Help Desk Data Migration

Migrating customer service data between platforms can be one of the most complex, stressful, and high-risk tasks for any support team or IT professional. But with the right knowledge, tools, and strategy, it doesn’t have to be. This comprehensive training course is designed to equip Help Desk Migration partners, customer success managers, IT teams, and consultants with everything they need to confidently plan and execute seamless help desk migrations using the Help Desk Migration Wizard.

Led by Ira Haida, Head of Sales at Relokia and an expert with over 7 years of experience in help desk migrations, this course offers a clear, hands-on, and structured approach to mastering the platform and its capabilities. Whether you’re helping a client switch from Zendesk to Freshdesk, consolidating multiple Jira projects, or migrating years of legacy data into HubSpot or ServiceNow, this course gives you the tools to do it right.

The course begins with an overview of the Migration Wizard—what it is, how it works, and what makes it different. You’ll learn the difference between a Demo Migration and Full Migration and how to use both effectively in planning your project.

Next, we’ll dive into the setup process—connecting source and target accounts, choosing the right settings, and sharing migration access with clients. You’ll discover how to handle agent and group mapping, including best practices for default agents, deactivated users, and preserving authorship.

You’ll then explore the intelligent contact and company matching process and how to configure custom field mapping to maintain critical data integrity. We’ll cover the most popular out-of-the-box customization options, including migrating inline images, article translations, and tagging.

From there, you’ll learn about different migration types—default, delta, remigration, and interval—and how to select the best strategy based on your business hours, platform limitations, and operational needs. You’ll receive a decision-making framework and step-by-step strategy plans for seamless transitions with zero data loss and minimal disruption.

The course also includes a full breakdown of error handling, demo results interpretation, and how to launch the full migration. You’ll understand pricing models, how to estimate costs, how support plans work, and when additional fees may apply.

Importantly, we also address data security—how the data is processed, stored, encrypted, and deleted—and provide clarity on compliance certifications, including SOC2 Type 2.

Finally, the course concludes with a practical summary, helpful tips, and contact information so you know how to get additional help or partner with the Help Desk Migration team on more complex projects.

By the end of this training, you’ll have a complete understanding of the migration process, platform capabilities, planning tactics, and best practices to support both your organization and your clients during platform transitions. Whether you’re performing migrations yourself or managing the process for others, this course will turn you into a confident, reliable help desk migration expert.