Overview

You have a Kayako account that manages several Brands and want to migrate some of those Brands' knowledge base articles, all customer conversations, and contacts to a second Kayako account you have recently created and you need help to do so.

Solution

Help Desk Solutions Custom Migration

We recommend contacting our partner Help Desk Migration who offers a custom migration to split by brand. They can successfully migrate your knowledge base, conversations, and contacts.

Native Options

Due to how Kayako is designed, there will be some challenges in taking this on yourself.

• The users (and triggers, monitors, etc.) are not directly associated with a Brand but rather the Help Center content (articles, etc.) and the conversations.
  
• In the current state, it will not be possible to import only a limited set of users (or triggers, monitors, etc.) to a new instance without working on the data first.

Such an effort would be beyond the scope of Support. However, you can request a full backup of all of your data for you and your team to segregate the data as per your requirements. After that, our Infrastructure Team can import your segregated data into your new account. However, this will represent a significant time investment on your part (as well as our part to validate and import the data) and may require additional work if there are failures on import. This is why we recommend Help Desk Migration.

See the Requesting a Data Dump or Backup for Your Kayako Instance article for details on making the request.