Importing Helpdesk Data to Richpanel With an Available Importer
Richpanel offers direct importers for the following platforms:
- Gorgias
- Zendesk
- Kustomer
- Helpscout
If you are using any of these platforms, follow the steps below to seamlessly import your helpdesk data into Richpanel.
Step 1: Set a Cut-off Date
Before you begin, it's crucial to set a cut-off date. For instance, if you plan to use your Helpdesk Platform until December 31st, your cut-off date will be January 1st. Here's what you need to do:
- Keep Zendesk (or the respective platform) operational and live-sync active until December 31st.
- On January 1st, disable the live sync in your old platform so that new tickets will flow into Richpanel from this date onward.
This ensures that future tickets will be handled in Richpanel, while your historical data will still be preserved in your old helpdesk.
Step 2: Access the Helpdesk Importer
To begin the import process, navigate to Settings in Richpanel, and click on Helpdesk Importer under the Installation tab.
Step 3: Choose Your Helpdesk Platform
Select the helpdesk platform you're migrating from. We'll use Gorgias as an example, but the steps are similar for Zendesk, Kustomer, and Helpscout.
Step 4: Add Your Subdomain and API Key
You’ll need to provide specific information to enable the connection between Richpanel and your helpdesk platform:
- Subdomain: The URL you use to log into Gorgias (or your respective platform).
- Login Email: The email address you use to log in to your platform (must be an admin).
- API Key: Generate an API token in Gorgias (or the relevant platform) using the steps below.
How to Generate an API Token in other helpdesk platform:
- Log in to your Helpdesk account.
- Go to Settings → REST API.
- Click on Create API Key.
- Copy the generated API token and paste it into the Richpanel importer.
Step 5: Select Import Duration and Data Types
Once you've entered the necessary credentials, you can select the data you want to import. For a complete migration, we recommend choosing:
- Full Import
- Check all boxes, including:
- Users and Teams
- Tags
- Macros
- Conversations & Messages
Step 6: Final Sync and Data Validation
Once you’ve configured the import settings, initiate the import by clicking Start Import. The system will begin importing your data into Richpanel.
- Final Sync: On your cut-off date (e.g., January 1st), disable live sync in your old helpdesk platform. Ensure all future tickets flow into Richpanel.
- Data Validation: After the import is complete, review the data to ensure everything has transferred correctly. Confirm that:
- Customer information is correct.
- Ticket statuses (open, pending, resolved) are accurate.
- Macros, tags, and teams have been imported successfully.