Migrate To Zammad
You can migrate the following data from another ticketing system to Zammad:
- Tickets and their Articles
- Groups / Queues
- Organizations
- Agents and Customers (if applicable)
After migrating to Zammad, you should first adjust your FQDN settings and HTTP type in Zammad's admin interface under Settings > System > Base. This is important because the getting started wizard is skipped by the migration.
After that, you may want to continue with the First Steps to configure Zammad. This has to be done after migration.
General Limitations
There are some general limitations which you can find below. There could also be limitations, depending from which system you are coming. These are covered in the specific sections.
General limitations for all migrations:
- Migrations are only possible on new instances.
- Migrations are only possible from one source. Several migration sources on one instance are not supported.
- Zammad can't migrate object types it doesn't know, migrations will fail.
- Zammad migrates all or nothing. This means that you can't deselect specific information specific groups, tickets or users.
Specific Migration Guides
Missing a migration source?
If your system it not mentioned yet, you'll have two options. You can either use Zammad's powerful API or drop our sales team a message for a custom development or even migrator sponsoring.
Migrations are available for hosted setups too! Contact support for further information!
Freshdesk
Limitations
Please note Freshdesk specific limitations below. These are additional limitations to the general ones listed.
- Differential migrations are not supported! The general suggestion is to run a test import before to learn how long the migration will take.
- Important: Please note that migration speed highly depends on your Freshdesk plan (API rate limits apply).
- Due to API limitations, Zammad will not show the total number of objects to import, but instead correct them in steps of 100.
- Your Freshdesk plan has to provide API support. This may not apply to all available plans.
- User passwords are not migrated and will require the user to use the password reset link on Zammad's login page.
Prerequisites
Zammad requires API access which is why you'll need to create an API key for the migration. The migrator will request your Freshdesk subdomain and API key.
WARNING
Ensure to retrieve the API key with a full administrator account. Less privileged users will end in a broken migration.
Import
In general, you have two options on how to migrate data. If you have a fairly big instance with a lot of data, you may want to consider using the console over the browser version.
After installing Zammad and configuring your webserver, navigate to your Zammads FQDN in your browser and follow the migration wizard. You can find it in the log in screen by clicking the "Or migrate from another system" link at the bottom.
Depending on the number of users, tickets and Freshdesk plan this may take a while.
Seeing the message "Interrupted by scheduler restart. Please restart manually or wait till next execution time."?
If this message appears after providing your credentials, please be patient. The migration should start within 5 minutes.
If you receive above message after the migration begun, please consider using the console approach instead and reset the installation.
After Migration
Run the following commands:
Setting.set('import_mode', false)Setting.set('system_init_done', true)Rails.cache.clearLog in with the user whose API token you provided. Use the admins email address and API token provided during the migration to login.
All other users will have to use the password reset function or login methods like LDAP or one click logins.
Kayako
Please note Freshdesk specific limitations below. These are additional limitations to the general ones listed.
- Differential migrations are not supported! The general suggestion is to run a test import before to learn how long the migration will take.
- Selfhosted installations (Kayako classic) are not supported.
- The following ticket field customizations are being ignored (affects “Scale” plan):
- Custom ticket states
- Custom ticket priorities
- Custom ticket types
- Important: Please note that migration speed highly depends on your Kayako plan (API rate limits apply).
- Your Kayako plan has to provide API support. This may not apply to all available plans.
- User passwords are not migrated and will require the user to use the password reset link on Zammad's login page.
Prerequisites
Zammad requires API access which is why the migrator will request your Kayako-URL, email address and password.
WARNING
Ensure to provide an user account with full administrative permissions. Less privileged users will end in a broken migration.
Import
In general, you have two options on how to migrate data. If you have a fairly big instance with a lot of data, you may want to consider using the console over the browser version.
After installing Zammad and configuring your webserver, navigate to your Zammads FQDN in your browser and follow the migration wizard. You can find it in the log in screen by clicking the "Or migrate from another system" link at the bottom.
Depending on the number of users, tickets and Kayako plan this may take a while.
Seeing the message "Interrupted by scheduler restart. Please restart manually or wait till next execution time."?
If this message appears after providing your credentials, please be patient. The migration should start within 5 minutes.
If you receive above message after the migration begun, please consider using the console approach instead and reset the installation.
After Migration
Run the following commands:
Setting.set('import_mode', false)Setting.set('system_init_done', true)Rails.cache.clearLog in with the user whose login credentials you provided. Use the admins email address and password provided during the migration to login.
All other users will have to use the password reset function or login methods like LDAP or one click logins.
OTRS
Limitations
Additional limitations to the general one:
- Supported OTRS versions are: 3.1 - 6.x
- Password migration works for OTRS >= 3.3 only (on older instances a password reset within Zammad will be required)
- If you plan to import a differential migration after the main one, do not change any data in Zammad!
- Only customers of tickets are imported
- Zammad expects your OTRS timestamps to be UTC and won't adjust them
Prerequisites
Install Znuny4OTRS-Repo:
https://ftp.zammad.com/otrs-migrator-plugins/Znuny4OTRS-Repo-6.0.76.opmInstall OTRS migration plugin:
https://ftp.zammad.com/otrs-migrator-plugins/Znuny4OTRS-ZammadMigrator-6.0.7.opmTIP
In some cases restarting your webserver may help to solve internal server errors.
Import
After installing Zammad and configuring your webserver, navigate to your Zammads FQDN in your browser and follow the migration wizard. You can find it in the log in screen by clicking the "Or migrate from another system" link at the bottom.
Depending on the size of your OTRS installation this may take a while. In such a case, consider using the command line version of this feature. This also applies if you experience timeouts during the migration.
After Migration
Run the following commands:
Setting.set('import_mode', false)Setting.set('system_init_done', true)Rails.cache.clearZendesk
Limitations
Additional limitations to the general one:
- Differential migrations are not supported! The general suggestion is to run a test import before to learn how long the migration will take.
- Important: Please note that migration speed highly depends on your Zendesk plan (API rate limits apply).
- Your Zendesk plan has to provide API support. This may not apply to all available plans.
- User passwords are not migrated and will require the user to use the password reset link on the login page.
- Objects with cyrillic strings can't be migrated. Make sure to rename them before starting the migration.
Prerequisites
Zammad requires API access which is why you’ll need to create an API key for the migration. The migrator will request your Zendesk-URL, email address and API key.
WARNING
Ensure to retrieve the API key with a full administrator account. Less privileged users will end in a broken migration.
Import
In general, you have two options on how to migrate data. If you have a fairly big instance with a lot of data, you may want to consider using the console over the browser version.
After installing Zammad and configuring your webserver, navigate to your Zammads FQDN in your browser and follow the migration wizard. You can find it in the log in screen by clicking the "Or migrate from another system" link at the bottom.
Depending on the the number of users, tickets and Zendesk plan, this may take a while.
After Migration
Run the following commands:
Setting.set('import_mode', false)Setting.set('system_init_done', true)Rails.cache.clearLog in with the user whose API token you provided. Use the admins email address and API token provided during the migration to login.
All other users will have to use the password reset function or login methods like LDAP or one click logins.