Helpdesk Platform Migration overview

Plans and executes the migration from one ticketing and helpdesk platform to another -- inventorying current system configurations including workflows, automations, macros, custom fields, SLA policies, and integration endpoints, mapping data schemas between source and target platforms with field-level transformation rules, defining migration waves prioritized by team criticality and integration dependency, executing test migrations with data integrity validation on ticket history, attachments, and customer records, coordinating agent training and certification on the new platform, managing parallel-run periods with dual-system routing, validating that SLA timers, escalation rules, and reporting dashboards function correctly post-migration, and conducting post-migration retrospective with rollback criteria. Produces migration plan, data mapping specification, training schedule, and post-migration validation report. Excludes vendor selection.