#Ukraine #Vanta #Ternopil #Help Desk Migration #Jira Service Management

Help Desk Migration Manages Massive Ticket Transfer for Vanta

Relokia LLC's Help Desk Migration service successfully transferred over 128,000 support tickets from Freshservice to Atlassian Jira Service Management (JSM) for Vanta, a company specializing in compliance automation. This impressive feat involved meticulous attention to detail, preserving important data like reporters, assignees, and approvals during the 21-day migration process.

Vanta's Need for Transition

Vanta needed to shift from Freshservice due to challenges with scalability, flexibility, and integrations. As a compliance company, they required an IT Service Management (ITSM) tool that aligned with their engineering and IT infrastructure. Jira Service Management now acts as a central hub for various internal requests, catering to departments like IT, People Operations, Workplace, HR, and Access Management. The new system not only provides better workflows and insightful reporting but also syncs seamlessly with Slack, improving communication across teams.

The Challenge of Custom Mapping

One significant hurdle during the migration was the incompatibility of fields between Freshservice and JSM. Moreover, JSM did not have direct equivalents for maintaining the original reporter and assignee details on imported tickets, which posed a risk to Vanta’s audit trail. Understanding the implications of data integrity, Help Desk Migration created custom fields to capture these vital records, ensuring that each migrated ticket maintained its original context.

Preserving the Audit Trail with Precision

To uphold the integrity of the compliance evidence, Help Desk Migration utilized custom fields designated for the original reporter and the assigned agent within JSM. This included recording the approver's name, email, and date of approval directly in the ticket description. The legacy attributes from Freshservice, such as ID numbers and categories, were also preserved alongside agent comments, enabling a comprehensive migration.

Before proceeding with the entire migration, Vanta executed a Demo Migration to validate field mapping and identify potential issues, particularly around the reporter and assignee data. This step proved invaluable, allowing for adjustments before the final migration. Additionally, Help Desk Migration's Premium Support Package facilitated a re-migration after implementing necessary customizations and testing processes.

Impact on Vanta's Operations

According to Janiece Caldwell, lead of IT Operations at Vanta, the transition to Jira Service Management now allows their team to produce better reporting, automate workflows, and access historical tickets easily. This was particularly crucial for maintaining timestamps and tracking request histories—elements vital for Vanta's own SOC 2 audit compliance.

As Caldwell noted, “We now maintain a unified platform instead of juggling disparate systems, ensuring our compliance needs are met.”

On the other hand, Dima Lazarchuk, co-founder of Help Desk Migration, emphasized the importance of data integrity during enterprise migrations. “For compliance companies, each ticket serves as evidence; understanding who made requests and who approved them is essential,” he stated.

About Help Desk Migration

Help Desk Migration by Relokia has made a name for itself in the realm of automated data transfer between help desk platforms, ITSM systems, and knowledge bases. Since its inception in 2016, the service has successfully completed over 60,000 migrations for more than 55,000 customers, spanning over 100 platforms, including Zendesk, Freshservice, and ServiceNow. The company's adherence to best practices and certifications, including SOC 2 Type II, ensures a secure experience, compliant with regulations like GDPR, CCPA, and HIPAA.