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Software Technology

Spiceworks to Zendesk Migration

It is always a pain to shift tools. No matter what you’ve been using before, the new system will not be complete with your old stuff. Moving data from one instance to the other can mean a lot of things but not easy. You have to take into consideration the import and export capabilities of each system, data structure, and finally compatibility. All this will bog down your Spiceworks to Zendesk migration as you will have to do a lot of prep work. 

It is stressful but not impossible though. If you’ve been meaning to upgrade to Zendesk, then you are in luck. In fact, in double luck, as there are two migration methods. So let’s not waste any time and dive into the migration methods! 

The Migration Challenge

Before we start talking about the methods, let’s first talk about why the process is such a challenge. First off, as we mentioned previously, Spiceworks data is completely different from Zendesks. How and why? Well, it is complicated but in layman terms, each help desk solution is required to be written differently to avoid licensing and paying royalties. 

Spiceworks tickets organization

Source

This requirement alone makes data different as each system operates, stores, and uniquely encrypts data. For it to work on another platform, it needs to be adapted to meet specific requirements mandated by Zendesks backend. 

The second migration challenge is quantity. You see, most systems allow you to move your stuff using CSV or XML files. In both cases, they are limited to a certain extent as they can only store so much. You’ll have to split data, re-join it, and pray that it works as intended. None of these operations are fast and will take you quite some time. 

Third is cost. What we mean is that you can forfeit the file migration process but you’ll have to develop a migration script. This is effective if you plan on using it later. But if it is a one-time executable, then you are not only wasting your funds but time as well. Learning about the two platforms and their dependencies will take time, paid time. Not optimal. 

Using a CSV File

Spiceworks is kinda notorious for not providing a good export function. However, that doesn’t mean that you can’t export your tickets using the system. To extract your ticket data, you must log in to your Spiceworks Admin account, go to the Reporting tab, and click on the Run All Tickets Report. 

This will cook a report with all your tickets. But here’s the catch. This is just your ticket data. Other stuff, such as customer profiles, notes, knowledge base articles, etc. will not be in the report. The file is also limited to just a couple of megabytes meaning that you’ll have to do it several times before you can move all you need. 

Using a Paid Automated Solution

All of the above leads us to a pre-baked system. Why? Cause it eliminates the need to run multiple reports, it saves time on development as all is ready to be used, and finally, you get professionals to do it. One such tool is Help Desk Migration.

HDM is a paid migration service provider that has been on the market for several years now. Their tool allows companies to move data from one platform to the other without any files. The entire process is automated with the sole exception when you have to map the data you want to move.

How it Works 

Start your Spiceworks to Zendesk migration by providing your access credentials to both help desk solutions. You will then be asked to select what data you want to move and hit the next button. This is where you’ll have the option (which we suggest that you don’t skip) to perform a test migration. The system will take a small portion of the data and try to move it to the target platform (Zendesk in our case). 

Selecting objects for migration

You don’t have to worry that the data taken will be compromised or lost as it is a copy and the line used is properly encrypted. No worries here. The reason why the system wants to do this step is to verify whether all record types can be moved. Once all of this was done, you can start your full migration. 

Things To Consider

While the service is excellent and very reliable, you must understand that it is a paid solution. However, the pricing is pretty fair as you only pay for the records migrated. It doesn’t matter what kind of record it is, article or a ticket, it counts as a single entity. 

Secondly, during the migration, you won’t be left alone. The company assigns a migration expert that will help you prior, during, and after the migration. This will minimize the number of errors you can encounter, as well as it will ensure the accuracy of the process. 

Finally, if you end up having some leftover data as a result of an update of the system, you can perform a Delta migration where the missing portion will be moved to the new platform. 

Bottom Line

Somehow, it is hard to move to a new platform and there isn’t a unified method that’ll suit all needs and wallets. However, HDM is the next best thing. If you don’t want to spend time moving stuff using files or need a streamlined process that’ll get you running in a business day, the service is a no-brainer. But that’s all we have for now if you know how to move stuff from Spice to Zen in an efficient way, be sure to let us know.