Switching from another helpdesk or a shared mailbox
An owner brings the history over: past mail from a shared mailbox, or an export from another helpdesk, with support's help where the export does not fit.
Setup
Connect the support address
Import from another helpdesk
Export: the whole account, in the format the template reads
1. The owner sees Import in Setup, and that leaving is visible too: export is there before they commit.
Connect the support address
Gmail or Microsoft 365: signed in
Two years of past mail: coming in as done conversations, attached to customers No sends, no notices, no rules
2. For a shared Gmail or Microsoft 365 mailbox, signing in brings two years of past mail in as done conversations, and nothing is sent to anyone.
Cutover
1. Forward the old address to Helpbrook
2. Then bring the history
The old helpdesk or mailbox: new mail now forwards to Helpbrook
3. Cutover goes in order: forwarding first so new mail lands in Helpbrook, history after.
Import from another helpdesk
Import template Contacts · Organisations · Custom fields and tags · Knowledge-base articles · Saved replies · Conversation history with messages
Upload the file
4. The owner exports from the old helpdesk, fills the import template, and uploads it.
Import
Recent conversations: in Older conversations: coming in
Inbox is already usable
5. Recent conversations come in first, so the team can work while older ones arrive.
Helpbrook's own helpdesk — conversation with support
Owner: our export does not fit the template [file]
Support: we will import it for you, free
6. If the export does not fit the template, the owner asks Helpbrook's support in the helpdesk conversation, which imports it with its command-line tool, free.
Customer
History: imported by support
Conversations: done, with messages Saved replies and articles: present
7. A customer's history shows the old conversations as done, and says support imported them.