Migrating existing Classic projects to the Platform system

What does migration mean?

Migration is essentially copy and paste. We will export your tickets, create a new project and import them there.
And we will give you the additional project quota to keep both projects if your account is at the limit.

What you need to do is just these 3 simple steps:

Step 1

Go into the project you wish to export and copy the Project API Key.

Step 2

Click on the Help & Feedback button, select Migration request form, and paste your project API key.

Step 3

Our support team will reach out shortly to confirm with you the project or projects we will transfer. Then, our developers will get cracking at it. Please expect a few days or so for us to complete the process. And you will hear from our support team again once it’s ready!

For privacy reasons, there are some settings you will need to re-configure in the new project:

  • Integrations:
    The new project will by default be not connected to any 3rd party integrations.
    You can easily reconnect the tools in the integrations tab.
  • Display URLs:
    If you have set restrictions of URLs for your widget, this would also need to be added to the new settings.
    In the Configuration tab, go to Display > Path Targeting to limit where you want your widget to show.
  • Replacing the code on your website/app:
    Since the new project is independent of the existing old project, you will have a new Usersnap snippet code.
    To start running the new project, just like before, you need to place the new snippet on your website or app and remove the old code.

Lastly, when you see the feedback items in the new project, the previous activity log will be partially incomplete.
You can rest assured that the state of the feedback items and comments remains and are 100% identical.
Only the timestamps of the labels and item closing dates are not visible.

In other words, if a feedback item had a label, was assigned to a member, and was marked closed, in the new project it will keep the label and assignee and stay closed, just the notes in the activity log will be left behind.


What’s Next

Take a look at this blog post which offers a full picture of the migration.

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