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Hello Everyone!

I’ve been using Spiceworks for 1.5 years, primarily for server health monitoring and notifications. After attending 2 Spiceworks U classes on Friday 3/30 (Grey was an awesome instructor!), I am ready to start using Spiceworks for so much more! I am truly blown away by the integration of the Help Desk functions with the Inventory and other support features of Spiceworks.

So my questions are:

Has anyone else exported “cases” from Salesforce’s Call Center (Service Cloud) app to Spicework’s Help Desk? If so, please let me know how it went and what issues you may have run into.

If not, has anyone done the same from any other cloud-based help-desk apps, and how did that go?

I know there are some great generic How-to articles, but I am looking for “real world” issues people may have come across.

Thanks in advance, and I am jazzed to be part of the Spiceworks community!

Frank

1 Spice up
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Can you export your tickets in CSV format?

If so, then you can import them into spiceworks.

The main issue will be to import the comments (aka history) as well becaues spread across tables.

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Thanks Yasaf!

Yes, I believe we can export to CSV. A majority of our tickets will only have one comment update added when when we close the ticket, but some will have multiple updates if the ticket was open for a while. Does this get tricky?

Thanks,

Frank

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It does actually because the tickets table includes only the metadata of the ticket,

Comments (aka updates), relationships between tickets and assets / services are also stored separately.

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Thanks again, Yasaf!

This sounds a little more complicated than what I had hoped. Thanks for your sage advice though. I will keep an eye out for that. THANKS!

Frank