Migrations Knowledge Repository

Just a list of useful facts that came up during migrations - niche things but things that are important when it comes to seamless cutover, relokia, etc.

Seamless cutover

• Waterfall for setting requestor. We ignore tenant domains (i.e. for customer Pylon @usepylon.com):

  • Check From

  • Check CC / To

  • Check Issue body

    • If all emails are from the pylon tenant domain, we will search in the issue body for an email and put it as a requestor

  • If they haven't enabled a custom domain in ZD, include @xxxzendesk.com during seamless cutover to their domains.

• Forwarding a message into Pylon and not including the customer will result in opening a new thread on the customers side once you reply from Pylon to it

Relokia

• How does relokia create accounts / avoid duplicates?

• If an issue is closed on the migration from platform, e.g Zendesk, then the ticket will come over as a closed tombstone even if the corresponding ticket was seamlessly migrated at some point.m

• Process of migrating tickets

  • Relokia downloads all tickets (i.e. from ZD) from old to new - so if you have a lot of tickets (for instance more than 10k) it will take a long time to download them.

  • Unless you specify this in ticket settings, Relokia would update old tickets first, then the new ones.

  • So always check the box that says "From newest to oldest" in case of a large migration

    • That ensures that you patch the tickets from the seamless cutover right at the beginning