Moving support desks means moving three years of conversations, or telling your customers their history is gone. Neither should be a reason to stay somewhere you have outgrown.
Settings → Import history, and you need to be the workspace owner.
From Ticksy — no export needed
Ticksy has an API, so there is no file to export and no columns to map.
- Get an API key from your Ticksy Profile page.
- In TicketModules, go to Import from Ticksy, paste your Ticksy subdomain and the key, and press Test connection.
- It reports how many open and closed conversations Ticksy returned. Read that number.
- If it looks right, choose a product and press Import.
Why you should read the number
Ticksy does not document any way to page through results, so we cannot tell from here whether the number they returned is your whole history or a first page they capped. If it is far short of what you know you have, stop and tell us — half a history imported and reported as a success is the worst outcome available.
From anywhere else — CSV
Everything else goes through the CSV importer. Export from your old tool, upload the file, and you will be shown your own column names and asked which is which. It does not expect a particular format, because no two tools agree on one.
Rows that share an original ticket ID become one conversation rather than several, and original dates are kept — a 2023 conversation stays dated 2023. A history that all imports as if it happened today is not history.
Coming from Desky
Desky has shut down. There is no export screen left to use and there is no API — theirs was still an upcoming feature when development stopped.
What still works is asking them: email their support address and ask for a full export of your tickets and their replies, as CSV. Say CSV explicitly; a database dump is much harder to do anything with. Whatever comes back, upload it — the importer reads your column names rather than expecting a format, so it does not need to know anything about Desky.
Nobody gets emailed
The most important thing about both importers, and the reason they are built the way they are.
An imported conversation does not send anybody an email, does not generate AI drafts, and does not count against your monthly ticket limit. Your customers should never learn you changed help desks by being emailed about a ticket they closed in 2023.
Running it twice is safe
Conversations already brought across are recognised by their original ID and skipped rather than duplicated — so an import interrupted halfway can simply be run again.