Importing Helpdesk Data to Richpanel Without an Importer

If you're migrating from a helpdesk platform that does not have a direct importer, like Reamaze, Edesk etc,the process will require manual steps and the use of automation rules to ensure a smooth transition. Below are the steps to handle this transition effectively:

Step 1: Integrate Channels in Richpanel

Begin by integrating all your customer-facing channels (email, chat, etc.) into Richpanel.

• Ensure that all new customer communications are routed directly into Richpanel.
• Set up forwarding rules for email and update chat widgets to point to Richpanel.

Step 2: Set a Cut-off Date

Choose a cut-off date for the migration :

• After this date, all new tickets will be handled in Richpanel.
• Any existing tickets in the existing helpdesk will remain there to be resolved.

Step 3: Automate Tagging of Conversations in your Old Helpdesk

To ensure that agents can easily distinguish between tickets handled in Richpanel and those that remain in old Helpdesk, you can set up an automation rule.

Tag all incoming tickets with "Reply in Richpanel." Here's how you can create the rule:

Steps to Set Up Automation Rule in edesk (For reference):

1. Navigate to the Settings menu in eDesk.
2. Select “Tags”

3. Create a New Tag with name “Reply in Richpanel”
4. Save the created tag

5. Then Select Automation Rules in Settings.
6. Click Create New Rule.

7. Set up the conditions to automatically tag new conversations. Here’s an example of the rule configuration:
• Condition: When a new conversation is created (trigger).
• Action: Automatically add the tag "Reply in Richpanel" to the conversation.
• Optional Action: Send a notification or alert to agents reminding them to reply only in Richpanel.

Rule Example:

• If: A new conversation is received.
• Then: Tag the conversation with "Reply in Richpanel."

This rule will ensure that every incoming ticket in your old Helpdesk after your cut-off date is automatically tagged with "Reply in Richpanel," making it easy for your team to identify and manage tickets that need attention in Richpanel.

Step 4: Migrate Agents

Once your automation rule is set, begin migrating agents to Richpanel:

• Move most agents to handle new tickets in Richpanel, leaving only 1-2 agents in old Helpdesk to resolve any existing tickets.
• Agents in Richpanel will handle any new tickets tagged with "Reply in Richpanel."

Step 5: Resolve Pending Tickets in Old Helpdesk

• The remaining agents should focus on resolving all pending tickets.
• They should not touch any tickets tagged as "Reply in Richpanel" since those are being handled in Richpanel.

Step 6: Close Resolved Tickets

After tickets are resolved in old Helpdesk ensure that any corresponding tickets in Richpanel are marked as closed to maintain consistency.

On this page

• Importing Helpdesk Data to Richpanel Without an Importer
• Step 1: Integrate Channels in Richpanel
• Step 2: Set a Cut-off Date
• Step 3: Automate Tagging of Conversations in your Old Helpdesk
• Steps to Set Up Automation Rule in edesk (For reference):
• Step 4: Migrate Agents
• Step 5: Resolve Pending Tickets in Old Helpdesk
• Step 6: Close Resolved Tickets