How to move off a ticketing tool
To move off a ticketing tool, forward your support address to the new inbox so new conversations land there, keep the old tool read-only for history, and switch once the new inbox is answering.
For a small team, a full ticketing platform often becomes more setup and per-agent cost than the support volume justifies. Moving to a simpler shared inbox does not have to be a risky big-bang migration.
The safe path is to redirect new mail first and leave the old system as a read-only archive, rather than exporting everything on day one.
Steps
- 1
Stand up the new inbox
Connect your support address to the new shared inbox and confirm a test email arrives and can be replied to from the right address.
- 2
Forward new mail to it
Point the support address (or its forwarding rule) at the new inbox so every new conversation lands there from a chosen cutover date.
- 3
Keep the old tool read-only
Stop routing new mail into the old ticketing tool but keep it accessible, so past tickets stay searchable while nothing new piles up there.
- 4
Close out the tail
Let open tickets in the old tool wind down naturally over a week or two. Once they are closed, you can cancel the old plan.