Migrating from Gmail

When you move from email support, you will need a seamless migration experience that prevents you from switching back and forth between your Acme account and email. As an admin, the mail migration tool ensures that all the emails are migrated from your email inbox and agents are provided all the context they need without having to manually forward older threads to your account

By importing emails using this tool, you will also be able to get a quick picture of your average resolution time using email support today.


The Mail Migration tool will import the following:

Read emails
Unread emails
Labels
Timestamps
Archived emails


To get started:


1. Go to the Admin tab, and then to Apps.

2. In the Apps section, search for Gmail Migration under "Get More Apps"

3. Once you install the app, connect to your Gmail account within the app by providing the requested details.

4. Choose the folders you would like to import from Gmail.

5. Click on "Save & Import".

6. You will get a popup confirmation when the migration is complete.


Before you migrate your data from your email here are a few things that you’ll need to know:

• Ensure that you have added your team to your Acme account


• All email notifications will be disabled while the import is running. We recommend that you use this tool post office hours.


• All automation rules will be disabled during migration.

If your Gmail account has 2-factor authentication enabled, please give access to less secure apps for the duration of the migration. (Refer to this article for more information on how to set this up).

If 2-factor authentication is disabled and in any case, the migration fails, please disable the captcha.

• You can migrate emails from the last 30 days and up to a maximum of 1500 emails will be imported. (One email thread will be considered as one conversation for this count)


• The email attachment limit is 15 MB. If your email has larger attachments, those emails will not be migrated.

Post-Migration Guide:

• All migrated conversations will be tagged with “Gmail migration”, so you can filter for this tag to find such tickets.


• If you stop the migration and restart it, we will resume the migration from where the program left off to avoid duplicates. The 30 day time window will not be recalculated if you have paused the migration.


• If any custom labels or folders were chosen for migration, those conversations will have the label name added as a tag (with a maximum of 32 characters).