Migrating to LiveAgent

 

Table of contents:

 

Migration options

Switching to LiveAgent isn’t rocket science. We offer a totally free Complimentary Concierge Migration Service. Just reach out to us at support@liveagent.com or via live chat and let us know what type of migration you require. We will happily migrate your data while you sit back and enjoy a cup of coffee. Yes, it's that simple :-) 

In case, you would like to migrate data to LiveAgent on your own but you don't have the developer resources to do so (let's be honest developers are always busy) then in most cases you can use one of our migration plugins. 

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Initiating migration

If you have decided to use one of our plugins, don't worry, no coding is needed. All you have to do is log in to your LiveAgent dashboard, navigate to Configuration > System > Plugins, find the proper 'Data Migration' plugin, and click the activation slider. The migration plugin will only require a few bits of information that will be used to authenticate you as the owner of the helpdesk account from which you are migrating, e.g. domain name, username, API key or other depending on the plugin.

Example of starting migration from Zendesk

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How it works

Saving the plugin's configuration initiates a background task in LiveAgent that is requesting tickets from your former helpdesk system via its API and subsequently recreates the tickets in LiveAgent. A unique ID is assigned to each and every migrated ticket and can be observed in a newly created custom ticket field. While the migration is in progress you can continue working in LiveAgent uninterrupted. When there is no more data to be served by your former helpdesk system the task ends and the migration is finished.

Migrated ticket receives a unique ID

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How long it takes

The total time it takes to complete the migration process is hard to estimate and depends on several factors. Some of them being the volume of tickets or the speed with which your former helpdesk's API can serve the data. Some APIs have rate limits which can greatly increase the time it takes to complete the migration. It might take several minutes up to several hours or potentially longer in extreme cases.

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How to monitor the progress

Progress can in some cases be monitored in the 'Status' field in the plugin's configuration. Depending on the plugin the 'Status' field will show information like the exact number of tickets already migrated, which page is currently being processed (page is a set of tickets of a certain volume) or, like in the case of our Zendesk plugin, the 'Status' field will show the server timestamp of the last migrated ticket to LiveAgent.

Example of 'Status' field monitoring the migration progress

 

An alternative way to monitor the progress is to specifically filter out the migrated tickets based on the unique ID assigned by the migration plugin and observe the growing number of migrated tickets in time.

Example of a filter for migrated tickets based on unique ID

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Rerunning migration

In case you are actively using the helpdesk from which you are migrating even after migrating to LiveAgent and you need to rerun the migration, your tickets won't get duplicated and only the new tickets will be migrated into LiveAgent. However, if after migration, a new message is added to a ticket in the helpdesk from which you are migrating, this ticket won't be updated and the new message won't appear in LiveAgent. We, therefore, recommend migrating only once you are ready to use LiveAgent.

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Troubleshooting

In case the number of migrated tickets is not increasing in time or if there are any errors present in Configuration > Tools > Event logs do not hesitate to reach out to our support team at support@liveagent.com or via live chat.

Errors in the Event logs

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Available plugins

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