Importing your existing tickets

There is no bulk import button yet, but moving from another help desk is straightforward.

The recommended approach is to connect your existing support mailbox to EspressoDesk and keep the old tool open in read-only mode for a few weeks. Every new message creates a ticket here, while historical conversations stay searchable in the old system until you no longer need them.

If you must bring history across, forward the relevant threads to your connected mailbox. Each forwarded thread becomes a ticket with its full text, and you can set the status and priority afterwards.

If you have a large archive and need help planning the migration, contact us from Settings -> Support and describe your current tool and volume.

Step by step

1. Decide how much history you really need. Most teams import the last one to three months and leave the archive in the old mailbox.
2. Connect the mailbox first and confirm that new mail arrives as tickets.
3. Choose the amount of history to import and start the import.
4. Check a handful of imported conversations: sender, date, attachments and the order of messages.

Good to know

• Imported messages keep their original dates, so your reports are not distorted by the import day.
• Replies to an imported conversation continue in the same ticket once the customer writes again.
• Importing years of mail costs storage and slows down search for no real benefit; the old mailbox remains a perfectly good archive.
• The old mailbox is never emptied or changed by the import.