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 providers.

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. Your team migrates over into Enchant and stops 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 try not to impose any limits on the imported data.

If there is a lot of data to be imported, we may choose to only import attachments for the last 12 months or to limit the number of years of data imported.

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.

What requirements must be met before an import can be scheduled?

There are two primary requirements:

  • Data should not be changing in the source system: Your team's migration to Enchant should be complete. New emails/messages should not be routing to the source system anymore.

  • You must have a paid Enchant account: Imports are managed by our dev team. To minimize wasted efforts, we cannot schedule an import during your trial period.

Is there a cost for a data import?

Data imports are a free service we offer to teams migrating in from email systems or other service providers.

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 are not accounted for in reports.

  • They are not visible in live folders.

Can my team continue working on the imported tickets in Enchant?

No, imported tickets cannot be changed. This means you cannot reply to them, assign them, etc. Imports are not meant to enable continuation of tickets as part of a migration to Enchant.

The purpose of an import is to bring in your conversation histories after your migration to Enchant has completed.

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.