Platform Migration
AI support tools
AI support tools can suggest a reply to an agent or answer a customer directly.
Section
Platform Migration
Platform Migration
Comparing per-agent and usage-based support pricing models
Compare agent seats, contacts, AI sessions and outcomes against the same support workload and billing term.
Platform Migration
Evaluating a new platform after a process review
Turn process-review findings into a keep, extend or replace decision, with requirements and transition work made visible.
Platform Migration
Helpdesk software versus CRM case management
Decide whether a helpdesk or CRM case system should own support work by comparing queues, customer records, entitlements, handovers and edition limits.
Platform Migration
Mapping old ticket statuses to a new Zendesk system
Translate ticket statuses by next action and ownership, then test what happens when customers and agents update imported cases.
Platform Migration
Support data migration
Plan a support data migration around complete case history, accurate customer matching and continuity for unresolved work.
Platform Migration
Support platform reliability
Define the support paths that must work, spot partial failures, prepare for disruption and check recovery and vendor commitments.
Platform Migration
Support software costs
Build a support software budget that includes seats, usage, add-ons, storage and billing commitments.
Platform Migration
Testing customer identity matching during migration
Build a known-answer identity test set, inspect ambiguous matches and check that migrated tickets attach to the right customer.