Keep data in sync until go-live

This feature is in beta: it is still being built and may change.

After the full import, your old help desk keeps changing. A parallel run copies those changes into ChaosDesk every few minutes, so you can switch whenever you are ready.

Start a parallel run

Two things have to be true first: the source can read only what changed, and a full import has finished that was not a dry run. The spreadsheet, help centre (website and files) and osTicket imports have no delta sync, so they cannot run in parallel — re-run the import or upload a newer file instead.

1. On the import page, after a full import, set Sync every a number of minutes (5 at the least, 1,440 at the most).
2. Choose Start parallel run. The first delta sync starts within 5 minutes.

Each Delta sync copies new and changed records. The source shows Parallel run and the Last sync time. A sync is skipped while the one before it is still running, so a slow sync never piles up.

During the parallel run your team still answers customers in the old system. Use the time to check views, forms, SLAs and macros on real tickets in ChaosDesk.

Go live

1. Make sure your team has stopped working in the old system.
2. Forward your support addresses to ChaosDesk. See Set up email forwarding.
3. Choose Go live and confirm. ChaosDesk runs the final delta sync and stops syncing.
4. Switch off automations and channels in the old system, so customers don't get double replies.

Stop parallel run stops syncing without going live.

Zendesk: group by group

Moving from Zendesk, you can also move one group at a time with waves and a way back. See Parallel run and go-live.

Related

• Moving to ChaosDesk
• Run the Zendesk import