Aqqo handles Dutch-language support for two brands, Aqqo and LVP, from one desk. Moving that desk meant moving everything attached to it — not just the open tickets, but the years of closed ones an agent needs when a customer says "I wrote to you about this last year".
A migration nobody can afford to get wrong
Changing helpdesk is not a software swap. Every closed conversation is context an agent may need tomorrow, every SLA tier is a promise already made, and every custom field is a piece of process someone built for a reason.
Leave the history behind and the team starts every returning customer from zero. Rebuild the configuration by hand and the rules quietly drift from the ones the business actually runs on.
Aqqo set a 30-day pilot to find out whether the move was possible at all, with two brands to keep separated on the way through.
What Open does
Around 61,000 tickets came across with their full conversation history, and around 28,000 contacts were migrated and matched — so a returning customer arrives with everything they have ever written to Aqqo attached.
The reference configuration was recreated rather than approximated: teams, SLA tiers, statuses and custom fields, plus the status workflows, brand routing and SLA rules that decide which of the two brands a message belongs to and how fast it has to be answered.
The 148 published help articles were imported and now stay in sync automatically, so the answers the assistant draws on are the same ones the help centre shows a customer.
Inbound email channels were connected, end-to-end testing was run with Aqqo’s own team, and the sync-back endpoint to their HQ system is wired — with SLA reporting and phone logs ready to connect as soon as that data is shared.
The Impact
Twenty-seven days into a thirty-day pilot the build was essentially complete, with go-live on real traffic in final preparation. The team moved desks without leaving a decade of customer history behind.
Aqqo has not reported live-traffic figures yet — the pilot was scoped to prove the migration, not to publish an automation rate. This story will carry resolution and response-time numbers when they exist and Aqqo is ready to share them.