Understanding the migration from Hub and Spoke to Multibrand (Enterprise)

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12 Comments

  • Rosanne

    Hello.

    Has this changed since the article was written:

    • Help Center communities Although this is likely to change in the next months, we cannot currently migrate Help Center Communities content. So you will be required to leave that content behind or recreate it manually.

    We currently have Hub/Spoke and want to implement your community.  At some point I'm assuming that you will do away with Hub/Spoke which means we need to move to Brands.  I do not want to lose community data should that happen.

    I would prefer to not have to move to Brands at this time so I'm kind of stuck.

    Is there any End-of-life plans for Hub/Spokes?

    Thanks!

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  • Jessie - Community Manager

    Hi Rosanne!

    I don't have any information on EOL for Hub/Spoke; I wouldn't worry about it for the moment. We generally give ample time for people to prepare when we decide to deprecate something.

    That said, in the event that you end up needing/wanting to switch to Brands, we have recently rolled our Community API to augment the existing Help Center API, which previously only worked with Knowledge Base content. You'll be able to use that API to pull your Community content and push it to your new Community. It's important to note, though, that you'll need to be on Community v2 in order for that to work. If you'r'e not sure what that is or whether you have it, you can get more information here:

    Please let me know if you have any other questions!

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  • Rosanne

    Awesome Jessie. Thanks for letting me know!

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  • Jessie - Community Manager

    Happy to help!

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  • Mark Fly

    Hi, With over 6 years of data there is a lot to be concerned with here.

    One item., Insights reports do not get migrated, particularly.

    Would we be able to have access to the "old" stats/reports?

    Thank you!

     

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  • Nicole - Community Manager

    Hey Mark - 

    Apologies for the delayed response. To answer your question, you wouldn't have access to the old reports, but you would have access in the new reports to some historic data. 

    So really it depends what historic information you're hoping to look at. You would be able to see things like number of tickets, their end state, and that sort of thing. Events, such as escalations, ticket assignments, change of assignee field would not show up. 

     

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  • Mark Fly

    Howdy Nicole

    So I would still be tied to Insights but it woudl be a "fresh" account?

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  • Nicole - Community Manager

    Effectively, yes. 

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  • Ben Edelstein

    What does it mean that "Ticket # ID cannot be migrated"? How do you migrate the ticket without the ID?

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  • Joe Beaudoin

    Hey Ben,

    Thanks for your question!

    "Ticket # ID cannot be migrated" means that the ticket itself and its contents can be migrated, but their respective IDs won't maintain. The reason why is to avoid any conflict in the transition process or any complications that could stem from how those tickets get indexed in Zendesk.

    An easy example to consider would reference ticket deletions. If you were to delete tickets, their ticket IDs would be lost and the re-indexing that would result after the migration would fill in those lost ticket IDs with the next ticket in line. So if ticket "2" in the list 1, 2, 3 were deleted before the migration, then tickets 1 and 3 would successfully move over but would be re-indexed as 1, 2 -- not 1, 3.

    It might be possible that the ticket ID could match once it moves over, but Zendesk doesn't guarantee this because of reasons like the one I just mentioned. To avoid any confusion, we don't guarantee that the ID will maintain.

    Hopefully that's helpful!

     

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  • Ben Edelstein

    Thanks Joe - 

    It sounds from your comments that the migrated tickets will have an ID, just not necessarily one that is the same as the original.

    There would be other ways of handling this, like giving the migrated tickets a prefix or suffix to differentiate the IDs, but that's probably neither here nor there at this point. The bigger issue is how you would find a legacy ticket once it's been migrated? Is the old ID captured in a tag? How would any pre-existing links work (or would they no longer work once migrated)?

    Thanks again for the insights.

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  • Jason Schaeffer

    Hi Ben,

     

    That is correct, the ID will persist, it is just not expected to maintain the same Ticket ID once it has been migrated. We encourage you to add a tag and have an end point within our API that you can accomplish this. Please see below:

    "No triggers are run on the imported tickets. As a result, there won't be any detailed ticket metrics for the tickets. Zendesk recommends setting a tag to signify that these tickets were added to Zendesk Support using import." 

    https://developer.zendesk.com/rest_api/docs/support/ticket_import

    Hope this helps!

     

     

     

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