Migrating from another helpdesk

You can move to Mimir without pausing support. Open conversations come across first, live traffic keeps flowing, and older history imports quietly in the background.

Settings → Helpdesk Transition.

How it works

Open and on-hold conversations arrive first, so your team can start working in Mimir straight away. Meanwhile your existing provider keeps running and incoming mail keeps arriving, while historical conversations import behind the scenes.

One source transitions at a time.

Starting

Connect the integration first. Under Settings → Integrations, connect the helpdesk you're moving from. You can't start a transition for a system that isn't connected.

Go to Settings → Helpdesk Transition and click Start transition.

Pick the source and confirm.

The transition can be stopped and resumed. Previous transitions are listed on the page.

What you can move from

Selectable sources are: Freshdesk, Gorgias, Help Scout, HubSpot, Imbox, ReAmaze, Socialboards and Zendesk. We are continuously adding more, so please reach out to us if you would like us to add another source to the list.

Bringing your macros

On the Shared tab of Settings → Macros, Import pulls saved replies from a connected helpdesk and maps its variables onto Mimir's. Worth doing early — it saves rebuilding them by hand.

Important to note!

Some other helpdesks route customer emails into their own domain, for example to “support@company.helpdesk.com”. In this case, if customers reply to old threads they are replying to another domain and this will not automatically be visible in Mimir.

To solve this, either set up an automatic reply on the previous helpdesk domain pointing customers to your own support address, or simply re-visit the inbox on your previous helpdesk for a few weeks after the transition to monitor any such cases