Migrating Open vs. Closed Tickets

Last updated: May 26, 2026

Why open tickets can't be migrated

Pylon's Data Migration service works by reading records from your legacy platform's API and writing them into Pylon. This process creates historical snapshots — the content, metadata, and timestamps are preserved, but the underlying communication channels (email routing, Slack connections, etc.) are not transferred.

Open tickets are live conversations. If they were imported as-is, neither you nor your customer could reply on them — Pylon would have no way to route incoming replies back to the right thread. For this reason, only closed tickets (conversations that can no longer receive new replies) are eligible to migrate through the traditional route via api.

Handling open email tickets at cutover

For open email threads, the recommended approach is to bring them into Pylon manually by CCing your Pylon support email address on the existing thread. This creates a new Pylon ticket that picks up the conversation going forward.

How to do it:

  1. Open the existing email thread with your customer in your email client.

  2. Reply to the thread and add your Pylon support email address in the CC field.

  3. Pylon will receive the email and automatically create a new ticket, including the message history visible in that email thread.

  4. From that point on, replies from your customer will route into Pylon and the ticket will behave like any other Pylon ticket.

Your Pylon support email address is the one you configured when setting up your email channel in Pylon. If you're unsure what it is, review the setup documentation.

This cutover is managed by your team — it does not require involvement from Pylon. You can do it ticket-by-ticket as conversations become active around your go-live date, rather than all at once.

Recommended approach for cutover

Most teams find it easiest to:

  • Let low-priority open tickets resolve naturally in your old system, rather than moving them.

  • CC Pylon on active, high-priority threads that need continued attention after go-live.

  • Set a cutover date after which all new incoming email routes directly to Pylon, and update your support email address or forwarding rules accordingly.

  • Make sure automations are turned off during that process, as brand new tickets will be created. Test this flow with 1-2 test tickets!