loading

Import data from email accounts or other providers

We provide a fully managed data import of customer records and conversations from email accounts and other popular solutions.

To find out if your current provider is supported or to get started, contact us.

How it works

Though the process for data imports depends on the source, here's a high level outline of what to expect:

  1. You migrate over into Enchant and stop using the old system completely.

  2. You provide access to the data to be imported, either via API key or login details.

  3. We extract the data and convert it into a format appropriate to import into Enchant.

  4. We import a sample of 100 tickets into a temporary account for you to assess any import issues.

  5. Once approved, we load the entirety of the data into into your account.

Is there a limit to how much data can be imported?

We generally don't impose any limits on data imports. Depending on the amount of data, we may ask to not import attachments that are over a few years old.

Can another import be done later to "catch up" the data?

No, an import can only be done once. It is important you completely stop using old provider before we start our data import processes.

Is there a cost for a data import?

No, data imports are free of charge.

To minimize wasted effort, however, we only start our efforts on an import after you have otherwise fully migrated over.

Are imported tickets any different from normal tickets?

Imported tickets look like normal tickets and can be discovered via search or customer history.

However, imported tickets are different from normal tickets in a number of ways:

  • They cannot be changed. The only thing you can to do them is trash them.. This means they cannot be assigned, have labels added or removed, notes added, etc.

  • They do not affect reports.

  • They are not visible in live folders.

What kind of information do I need to provide?

If you're migrating data from another service provider, we will use their API to download data. You will need to provide API keys.

If you're migrating data from an email account, then we would need login details for IMAP or POP3 connectivity. Alternatively, we can also work with a PST file generated by Outlook or a MBOX file generated by Google Takeout.