Moving to Atera from another ticketing system, help desk, or PSA? Our Professional Services (PS) team can migrate your tickets, ticket comments, attachments, and time entries into Atera, so your ticket history comes with you. We can also bring over tickets from a separate Atera account if you're combining accounts. This article walks you through requesting a ticket migration, getting your account ready, and filling in the ticket migration CSV files.
Request a ticket migration
To get started with a ticket migration, reach out to your account owner. This is your Customer Success Manager or account team. They'll work with you and our PS team to plan the migration.
- Contact your account owner and let them know you'd like to migrate data into Atera. It helps to mention which system you're moving from and what you'd like to bring over.
- Not sure who your account owner is? Just open a chat or ticket with Atera Support and tell us you'd like to migrate tickets. We'll connect you with the right person.
- Your account owner will follow up to confirm the details and next steps with you.
Note: Ticket migration is a Professional Services offering, so availability depends on your account and the service may involve an additional cost. Your account owner will go over both with you before any work begins.
What can be migrated into Atera
Our PS team can migrate the following into Atera:
- Tickets
- Ticket comments
- Attachments
- Time entries
- Tickets from another Atera account, if you're combining two accounts into one
Your account owner will confirm exactly what's included in your migration.
Get your Atera account ready for ticket migration
A few quick steps before the migration help make sure every ticket comes across correctly. Tickets linked to technicians or end users who aren't in Atera yet may not migrate successfully.
Add your technicians
Make sure every technician who appears in your ticket data has been added to Atera. See Manage technicians.
Tip: If you have more technicians in your data than available licenses, you can temporarily disable an existing technician to free up a license, add the new one, and repeat as needed. When you're done, re-enable the technician you disabled first.
Add your end users
Make sure every end user who appears in your ticket data has been added to Atera as a contact. You can add contacts in any of these ways:
- Manually, one at a time. See Manage contacts.
- In bulk from a CSV file. See Import data to Atera.
- From Microsoft Entra ID (formerly Azure AD). See Azure AD Integration.
Make sure every end user who appears in your ticket data has been added to Atera as a user. You can add users in any of these ways:
- Manually, one at a time. See Manage users.
- In bulk from a CSV file. See Import data to Atera.
- From Microsoft Entra ID (formerly Azure AD). See Azure AD Integration.
Wait to use Atera ticketing until the migration is done
We recommend waiting until your ticket migration is fully complete before you start using Atera's ticketing. This keeps your migrated tickets and new tickets from overlapping.
Fill in the ticket migration CSV files
Ticket migration uses two CSV files: tickets.csv for your tickets and comments.csv for the comments on those tickets. Download both templates here:
tickets.csv format requirements
Add one row per ticket. Use the column names exactly as they appear in the template.
| Column | What to enter |
|---|---|
| InternalTicketId | The ticket ID from your current ticketing system. Must be a number. |
| Title | The ticket title, as text. |
| Priority | A number from this list: 1 = Low, 2 = Medium, 3 = High, 4 = Critical. |
| Impact | A number from this list: 0 = No impact, 1 = Site down, 2 = Server issue, 10 = Minor, 11 = Major, 20 = Crisis. |
| Status | One of these values, as text: Open, Pending, Resolved, Closed, Merged, Deleted. |
| Type | A number from this list: 1 = Incident, 3 = Problem, 4 = Request, 6 = Change. |
| EndUserEmail | The ticket requester's email address. The requester must already exist in Atera as a contact. Enter the email address only, for example john.smith@example.com, not John Smith <john.smith@example.com>. |
| TechnicianEmail | The assigned technician's email address. The technician must already exist in Atera. Leave this empty if you don't want a technician assigned. |
| OpenDate | The date and time the ticket was opened, in ISO 8601 format, for example 2023-08-14T16:20:30Z. |
| CloseDate | The date and time the ticket was closed, in ISO 8601 format, for example 2023-08-20T16:20:30Z. |
| Column | What to enter |
|---|---|
| InternalTicketId | The ticket ID from your current ticketing system. Must be a number. |
| Title | The ticket title, as text. |
| Priority | A number from this list: 1 = Low, 2 = Medium, 3 = High, 4 = Critical. |
| Impact | A number from this list: 0 = No impact, 1 = Site down, 2 = Server issue, 10 = Minor, 11 = Major, 20 = Crisis. |
| Status | One of these values, as text: Open, Pending, Resolved, Closed, Merged, Deleted. |
| Type | A number from this list: 1 = Incident, 3 = Problem, 4 = Request, 6 = Change. |
| EndUserEmail | The ticket requester's email address. The requester must already exist in Atera as a user. Enter the email address only, for example john.smith@example.com, not John Smith <john.smith@example.com>. |
| TechnicianEmail | The assigned technician's email address. The technician must already exist in Atera. Leave this empty if you don't want a technician assigned. |
| OpenDate | The date and time the ticket was opened, in ISO 8601 format, for example 2023-08-14T16:20:30Z. |
| CloseDate | The date and time the ticket was closed, in ISO 8601 format, for example 2023-08-20T16:20:30Z. |
Example row:
| InternalTicketId | Title | Priority | Impact | Status | Type | EndUserEmail | TechnicianEmail | OpenDate | CloseDate |
|---|---|---|---|---|---|---|---|---|---|
| 1001 | Printer not connecting to network | 2 | 10 | Resolved | 1 | john.smith@example.com | jane.doe@yourcompany.com | 2023-08-14T16:20:30Z | 2023-08-20T16:20:30Z |
Here's how the requirements look in the tickets.csv template:
comments.csv format requirements
Add one row per comment. If a ticket has several comments, list each one in its own row, in order.
| Column | What to enter |
|---|---|
| InternalTicketId | The ID of the ticket the comment belongs to. Must be a number and must match an InternalTicketId in tickets.csv. |
| Comment | The text of a single comment from the ticket conversation. |
| EndUserEmail | The end user's email address if the end user wrote the comment. Leave empty if a technician wrote it. |
| TechnicianEmail | The technician's email address if a technician wrote the comment. Leave empty if the end user wrote it. |
| IsInternal | TRUE for an internal comment, FALSE for a public comment. |
| Timestamp | The date and time the comment was written, in ISO 8601 format, for example 2023-08-20T16:20:30Z. |
Example rows:
| InternalTicketId | Comment | EndUserEmail | TechnicianEmail | IsInternal | Timestamp |
|---|---|---|---|---|---|
| 1001 | My printer stopped connecting after the router was replaced. | john.smith@example.com | FALSE | 2023-08-14T16:20:30Z | |
| 1001 | Reconnected the printer to the new Wi-Fi network. Waiting for user confirmation. | jane.doe@yourcompany.com | TRUE | 2023-08-15T09:10:00Z |
Here's how the requirements look in the comments.csv template:
Tickets without a technician
If a ticket in tickets.csv has no technician listed, it will appear in Atera as an unassigned ticket.
Technicians or end users you don't want in Atera
If someone from your old system doesn't need to be in Atera, just reassign their entries in both CSV files to a technician or end user who's already in Atera.
Send your files and grant support access
When your CSV files are ready:
- Send both files to your account owner, or to your PS contact if you've been given one.
- At the same time, grant support access to your Atera account. This lets our PS team securely access your account during the migration and confirm everything came across correctly. See Grant Support Access.
Note: Support access expires after 5 days. If your migration hasn't started by then, your account owner or PS contact may ask you to grant access again.
Related articles
See also:
