Migrate Your Email Support

Converge Team

• Updated March 12, 2026

How to migrate your email support workflows, templates, and history from Comm100 without losing data.

Migrating Email Support from Comm100

Comm100 offers a full email management system as part of its Ticketing & Messaging product. Email conversations are handled through a dedicated inbox with routing, SLA tracking, and ticket management — making it more involved to migrate than a simple forwarding setup.

How Comm100 Handles Email

Comm100's email management works by receiving emails through either a forwarding rule (where your [email protected] forwards to a Comm100-assigned address) or a direct integration. Emails become tickets in the Comm100 Agent Console, where agents can respond, add internal notes, assign to colleagues, and track SLA compliance. The system supports automatic routing based on channels, contact identity, and ticket subjects.

Step 1: Document Your Email Configuration

Before migrating, note your current setup: which email addresses forward to Comm100, any DNS records you changed (MX, SPF, DKIM), email routing rules, auto-response templates, and SLA policies. Also document any ticket categories, tags, and custom views your team uses for email triage.

Step 2: Update Email Forwarding

If you used forwarding rules to route emails to Comm100, update those rules to point to your new platform's inbound address instead. If you modified MX records for Comm100, revert them and configure according to your new platform's requirements. This is typically a change in your email provider (Gmail, Outlook, etc.) or DNS settings.

Step 3: Recreate Email Workflows

Recreate your email routing rules, auto-response templates, and SLA policies in your new platform. If you used Comm100's AI Copilot for email drafting assistance, check whether your new platform offers equivalent AI-powered email composition features.

Note: Export any open email tickets from Comm100 before switching. Resolve as many as possible before migration so your team starts fresh on the new platform without a backlog split across two systems.