Importing data

Depending on the tool, the data/config in question, there are a few options to consider.

User data (client and staff records)

Import from Active Directory / EntraID

Most tools (including HelpMaster) have a user/staff import feature that can import data from Active Directory, or EntraID. If all, or most of your user data is in one (or both) of these directories, it makes sense just to use the native functionality of HelpMaster and import users this way. It’s quick, easy and going-forward allows you to use single-sign-on (SSO), as well as create a regular schedule of automated imports to keep things synchronized.

See Import users from Active Directory / EntraID

Import from text-based files

If Active Directory and/or EntraID are not options, then some tools (including HelpMaster) has a text-based import feature. This allows you to export data from your old system (or source it from somewhere else), and then import it using a field-mapping import profile.

See Exporting data from your previous system

See Importing data into HelpMaster using text-based data

Cleanse data first

Often when data is exported from a system, or you have an import file ready to do, the data is rarely “clean”, that is, it will usually contain one or more of the following types of data anomalies and issues:

• Duplicate data
• Misspellings
• Old, deleted, or redundant data
• Old email addresses, domain names, personal information etc
• Date fields that are stored as text and contain errors
• Date fields that are stored as epochs (numbers). Will require conversion
• Date fields that are stored in local time vs UTC vs different timezones
• Date fields that have daylight savings offsets, or other meta-data
• Transposed data
• Random capitalization
• Inconsistent formatting for phone numbers, email, websites, technical data
• etc.

There are so many data issues that you may end up with. Spend time analysing all data before any of it is imported into a system.

Correct any issues, try to get a consistent format, and double-check dates - especially if they were stored as text.

• eg. What date is this? 6/7/2025. June, or July?

Analyse your data first.

• What do you have?
• What works
• what doesn’t?
• How many system codes do you really need?

Often, when a ticketing system is first configured, the system codes go overboard with too much detail and repetition. Use this opportunity to reduce the number of codes and meta data that you need. Use as much as you need, but no more.

Do you really need to import everything?

When converting to a new system, it is often a good idea NOT to just import everything from the old system, but rather, take the opportunity to only move “clean”, or “up-to-date” data over to the new system.

Before doing an export, consider:

• Purge / Archive old data. Only export what you need
• Cleanse / adjust / merge data. If you have multiple versions of the same “Priority” code for example, consider merging them into a single code. This can be done before or after a data export.