displayName
Helpdesk Platform Migration
workflowKind
operational
triggerType
event-driven
typicalCadence
per-milestone
complexity
cross-team
description
Plans and executes the migration from one ticketing and helpdesk platform to
another -- inventorying current system configurations including workflows,
automations, macros, custom fields, SLA policies, and integration
endpoints, mapping data schemas between source and target platforms with
field-level transformation rules, defining migration waves prioritized by
team criticality and integration dependency, executing test migrations with
data integrity validation on ticket history, attachments, and customer
records, coordinating agent training and certification on the new platform,
managing parallel-run periods with dual-system routing, validating that SLA
timers, escalation rules, and reporting dashboards function correctly
post-migration, and conducting post-migration retrospective with rollback
criteria. Produces migration plan, data mapping specification, training
schedule, and post-migration validation report. Excludes vendor selection.