As announced in October 2023, we will be implementing the end of maintenance and support for the ticket system.

The successor to the ticket system is the Messenger, which has already had the same range of functions as the ticket system for several months. With the Messenger, customer inquiries can now be answered quickly thanks to extensive automation possibilities. We are therefore announcing the migration of the ticket system and its subsequent shutdown.

Attention: After the migration of the ticket system, no new tickets can be created and no messages can be created or received. It will then be possible to view the ticket system and all tickets and automations in read-only mode for up to 7 days - then the end of life (EOL) of the ticket system takes place.

We have set the following dates for the migration of the ticket system:

• 04.03.2025 Migration ticket system greater than PID 40000

• 11.03.2025 Migration ticket system greater than PID 20000

• 18.03.2025 Migration ticket system all remaining PIDs

We have set the following dates for the shutdown of the ticket system:

• 11.03.2025 EOL ticket system greater than PID 40000

• 18.03.2025 EOL ticket system greater than PID 20000

• 25.03.2025 EOL ticket system all remaining PIDs
  
  

Do you already use Messenger and never used the ticket system before?

You do not need to take any further action.

Do you already use Messenger and have used the ticket system before?

You do not need to take any further action. We will migrate the data from the last 2 years from the ticket system to the Messenger archive on the migration dates mentioned above.

Do you still use the ticket system? (CRM » Ticket system)?

You have the following options:

1. Ticket system migration on a desired date between October 2024 and February 2025
   Would you like the migration on a different date from the regular migration cycle starting on 04.03.2025?
   We can offer you the migration of the ticket system on a desired date between October 15, 2024 and the EOL. Simply contact the CRM team here via PM with the desired date and the PID for which the migration should be carried out. If possible, we will fulfil your request. This is free of charge for all plentySellers.
   Attention: If you do not select a desired date, the migration will be carried out automatically on the EOL dates mentioned above.
   Advantage: You will have the ticket system available in read-only mode until the EOL of the ticket system.

2. Regular migration cycle starting from 04.03.2025 
   As described above, we will carry out the migration of the ticket system in cycles.
   After the migration of your system, you will have 7 days in which the ticket system will be available in read-only mode.

ToDo before the migration

• Check all user rights of the owners in Messenger. Otherwise, the owners will not be included in the migrated automations.

Migration process

We will automatically migrate the old tickets from the ticket system for you. The migration will take place either on the requested date or at the latest on the announced dates. We will aim to carry out the majority of the work outside of business hours.  We expect there to be no restrictions as a result of the migration.  The migration covers the following areas:

• all ticket email accounts will be migrated to Messenger inboxes (Setup » CRM » Messenger » Inboxes)

• all tickets from the last 2 years will be 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 (group Ticket system)

  • 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 Messenger group "eBay". If there is no active eBay account but e.g. old eBay tickets, these are migrated to the group ‘Ticket system’.

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

• Tickets older than 2 years will not be migrated!

• After the migration of the ticket system, 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-only mode. Editing the ticket system is no longer possible after the migration.

ToDos after the 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.

Please check the following:

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

• Automations under Setup » CRM » Messenger » Automation that have been migrated from the ticket system (note in the description of the automation ‘Ticket system migrated’)

• Migrated event actions are deactivated by default. Please check the automation and switch it on manually

• The following items will not be migrated and must be adjusted manually:

  • Status colour

  • Follow-up templates

  • Inactive event actions

  • Active event actions in the ticket system with the actions:

    • Add message

    • Add comment

Advantages of the messenger

The following list shows some of the advantages of Messenger compared to the old ticket system:

• More stable performance due to new technology

• Sending multiple attachments in a single conversation

• Messages can now also be easily sent to email addresses with no relation to contacts, orders or users

• The archive feature provides a better overview

• Improved assignment when receiving emails: orders and contacts are automatically assigned based on IDs. External order IDs can now be assigned; in the ticket system it was only possible to search for them

• Seamless connection to important marketplaces such as Amazon, eBay, Otto, Kaufland and many more

Review

What new functions and features have been added to Messenger in the last 6 months?

Click here to see the filtered list of changelog entries:

Changelog-Overview

Customise the search criteria as you wish and select other filters accordingly.

Further information

• Link to the manual page: Messenger

• Guided tour to the Messenger overview in the menu CRM » Messenger

Do you have questions about the migration or the Messenger? We look forward to your feedback!

Best regards,

your Team CRM