Skills Data and integration
Helpdesk migration: planning and verifying fidelity
Migrations do not fail loudly. The tool reports success, ticket counts look about right, and the loss surfaces months later when a metric will not reconcile and nobody can explain why. By then the source system is decommissioned and the data is gone.
npx rulebase-skills install cx-helpdesk-migrationWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “migrating from X to Y”
- “helpdesk migration plan”
- “did our migration lose data”
- “verify our ticket import”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
The one thing that matters most
Verify created_at preservation before anything else.
Step 1: decide what not to migrate
The default assumption — move everything — is usually wrong and always expensive.
Step 2: inventory what has no equivalent
Go field by field. The migration risk lives entirely in fields with no target equivalent, because that is where tooling silently drops or coerces.
Step 3: export both sides in the canonical schema
Export each side into the shape defined by the cx-conversation-schema skill — conversations.jsonl and messages.jsonl, same field names, same enum vocabulary. This is what makes a cross-platform diff possible at all: you are comparing like to like rather than the old vendor's model to the new one's.
Step 4: verify fidelity
Arguments
Step 5: cutover
Prefer a hard cutover with a read-only source to a long dual-run. Dual-running two helpdesks means agents miss tickets in whichever one they are not looking at, and customers get two threads for one problem. If you must dual-run, make it days, not weeks, and route strictly by channel or queue rather than by agent choice.
Troubleshooting
Nothing matches between source and target — the target reassigned ids. Build an --id-map; most migration tools can emit one, and it is worth insisting on before the migration runs.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
