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Plan Your Data Migration to Jira Service Management in Three Easy Steps

Jira Service Management system (JSM) is a go-to service desk for businesses planning ITSM migration. The reason? 

Affordable and feature-rich pricing plans, integration-friendly architecture, and high compatibility with third-party tools. But before reaping these benefits, the organization should migrate its data, and it often becomes the toughest part of the journey.

Which way should you choose for data migration to Jira Service Management? It depends on many factors. This article will review the key points you need to keep in mind.

What is help desk migration?

Help desk migration means moving the IT help desk from one location to another. It includes file formatting, change of storage type (on-premise to cloud and vice versa), data structuring, switching to new data architecture, etc. And the process isn’t as simple as it might sound. 

There are a few concerns associated with data migration, such as:

  • Data loss
  • Unnecessary duplication
  • Failed conversion
  • High cost
  • Lengthy process

They are the reason why only 16% of companies report successful data migration. Luckily, you can overcome these risks and benefit from relocation. You should plan the process wisely and use the right approach. Now let’s look at three common ways of data migration to Jira Service Management.

Three ways to migrate your help desk data

The choice of migration method and tools depends on the type, quality, and amount of the data you have, data management strategy, data governance requirements, and other business-specific objectives. Let’s explore in detail how you can transfer data to Jira SM.

Import CSV files via Jira importer 

You can transfer data to Jira using its data importer tool for CSV (comma-separated value) files. It’s the format most databases and spreadsheets use, so it might also work for your data. If your data is in other formats, you must convert it into CSV first. 


  • It may be your only needed transfer solution if your data is already formatted and structured
  • No extra fees as it’s a part of Jira’s help desk package


  • It works for CSV files only, which means you need to reformat your data first
  • You need to hire an experienced data engineer to transfer other data types 

Some companies do hire data engineer teams to complete the job, which comes with its own challenges.

Hire an outsourcing development agency

Hiring developers is a perfect choice for large companies that have different types of data with complex relationships that need to be transferred. In this case, the data gets sorted, formatted, and structured by data engineers who write code or use ready-made software to do the transfer.


  • You don’t need to purchase equipment or choose software tools as the team will offer the most optimal option for you to approve
  • Tech vendors usually offer end-to-end services, so you will have all the people with the necessary skills 


  • Hiring teams may be costly, especially for startups
  • Not every vendor can assign a dedicated project manager to supervise the process, so you will need to do it on your own/hire one yourself
  • Not every team may be familiar with your industry regulations on data migration, which may cause legal issues in the future

None of these options suits your case? Here’s an alternative to consider. 

Use automated migration services

Automated migration services transfer data not only from CSV files but also from shared inboxes, help desk platforms, and other systems. It significantly streamlines the process.  

Help Desk Migration is one of such tools. Its guided Migration Wizard helps even non-technical users complete the migration successfully. Plus, it’s compatible with over 300 help desk providers. 


  • Demo migration option allows you to see what the whole process will look like
  • Easy set-up and a step-by-step guide
  • Custom migration is available
  • Migrates data from shared inboxes and other help desk platforms


  • Can’t migrate group data, CC users (needs a custom field for that), and inline images
  • Doesn’t work with all data types and structures; sometimes, custom migration is needed

Whichever record import option you use, one thing is true: you must prepare your data and thoroughly plan every step of your migration.

Three steps to implementing your data migration wisely

No matter which option you go with, the basic migration steps would be to prepare, migrate, and maintain your data. Each step must be modified for your particular case as data, legal requirements, and possibilities vary. 

Here’s what the migration process looks like with the Help Desk Migration tool.

Prepare your infrastructure, team, and data

Before you start any migration process or CSV import, you need to inform all your teams and users about the scheduled changes to avoid bottlenecks, downtime, unavailability, and support ticket uptick. You should also back up every ticket and issue you want to transfer to safeguard the data. 

After you finish the backup, set up the Jira account for full data migration. It includes mapping out, creating custom fields, adding all users and emails, managing specificities and limitations, etc.

Transfer the data

After preparing the account and location, you can start a demo migration or initiate the full migration right away. You may use automated options and bulk migration to the assigned fields to speed up the process. Depending on the data volume, it may take from a few hours to a few days, so make sure you have a stable connection and power supply.

Ensure post-migration maintenance

After completing the data import, go into your Jira account and check the migration report in Migration Wizard. It will show the migration status and the files that need to be migrated manually. You can use the search bar to locate a particular file or contact the support team to find it.

Don't forget to update your new platforms after the check, connect the communication channels with a new Jira help desk, and re-forward the emails. Run a few test tickets within a team to check if all works — and you’re all set!

Wrapping up

Data migration to Jira Service Management may be stressful — but it shouldn’t. With Jira-native, third-party, or custom-guided data transfer options, you can choose the option that works best for you! And if you need any help with the process, we’re here to assist you!



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