Starting on Tuesday, 04 March 2025 we will start with the migration of the Ticket system into the Messenger in batches. In this thread, we have collected the most important information for you to start working with the messenger.

Information on the migration of the Ticket system into the Messenger

In case you’ve never used the Ticket system in the past, you're welcome to skip this section as there is no resulting action required from you.

We will automatically migrate the old tickets from the ticket system for you. We are work to carry out the majority of the work outside business hours. We currently assume that there will be no restrictions as a result of the migration. The migration covers the following areas:

• All ticket email accounts are migrated to Messenger inboxes (Setup » CRM » Messenger » Inboxes)

• All tickets from the last 2 years are migrated. These include the ticket message, type, status, tags, attachments, folders and roles

• Tickets that have been updated in the last 30 days are migrated to the Messenger (Ticketsystem group)

• Tickets that are between 31 days and 2 years old are migrated directly to the Messenger archive. There they can be searched, retrieved and restored.

• If there is an active eBay account, the eBay tickets are migrated to the eBay Messenger group. If there is no active eBay account but e.g. old eBay tickets, these are migrated to the “Ticketsystem” group.

• All active ticket system automations are migrated. These can be recognised by a note “Ticketsystem migrated” in the description text of the new Messenger automation (Setup » CRM » Messenger » Automation).

• Attention: Tickets that are older than 2 years will not be migrated!

• After the ticket system has been migrated, no new tickets can be created, and no messages can be created or received. It is possible to view all tickets and automations in read mode. Editing the ticket system is no longer possible after the migration.

Action required after migration

Important: Please make sure that forwarding from your email provider to Messenger is set up. You can find instructions for the most common email providers here. This is the only way to receive emails via Messenger.

After completed migration, please verify all

• New Messenger inboxes under Setup » CRM » Messenger » Inboxes

• Automations under Setup » CRM » Messenger » Automations that have been migrated from the ticket system (note in the description of the automation “Ticketsystem migrated”).

• All migrated event actions are deactivated by default. Please check the automation and switch it on manually if necessary.

The following points are not migrated and must be adjusted manually:

• Colour of the status

• Resubmissions

• Within the event actions, if there are active event actions in the ticket system with the actions "Add message" or "Add comment" these actions will not be migrated.

Tips for getting started with Messenger

Would you like to use Messenger to communicate with your customers via the marketplaces you use? You can find instructions and important information here in the manual.

To make your daily processes easier, you can automate many things in Messenger. This can save you a lot of time and manual effort. You can find helpful information here in the manual.

Export option: Ticket system data older than two years

Please note: As already announced, tickets that are older than two years will not be migrated. This means that they will no longer be available when the Ticketsystem is shut down. We will be happy to provide you with an export for tickets that are older than two years. Please send us a message via the forum by 25 March 2025.

Do you have questions about the migration or the Messenger? Get in touch with us in the forum category Messenger.