Migrate Your Email Support

Converge Team

• Updated March 12, 2026

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

Migrating Email Support from Deskpro

Deskpro Cloud creates a default email account (e.g., [email protected]) automatically. Custom email addresses work via forwarding — you forward incoming mail from your support address to Deskpro, and outbound replies are sent through Deskpro's servers with SPF/DKIM DNS records for authentication.

How Deskpro Handles Email

Deskpro Cloud supports email accounts through forwarding addresses, Microsoft 365 OAuth, and Gmail OAuth. Each incoming email creates a ticket and is routed to departments based on the receiving address. Custom email addresses require you to set up email forwarding from your provider to a Deskpro-provided forwarding address, plus CNAME DNS records for SPF and DKIM so outbound replies come from your domain. Check Admin > Channels > Email > Accounts to see all connected addresses.

Step 1: Document Your Email Configuration

List all email accounts in Deskpro and note which department each routes to. Check if you're using forwarding, Microsoft 365 OAuth, or Gmail OAuth for each account. Record any email-specific triggers (auto-replies to certain addresses, department routing rules) and email template customizations you've made under Admin > Channels > Email > Templates.

Step 2: Update Email Routing

If using email forwarding, update the forwarding destination in your email provider (Gmail, Microsoft 365, etc.) from the Deskpro forwarding address to your new platform's inbound address. If using Microsoft 365 or Gmail OAuth, disconnect the OAuth connection in Deskpro and set up the new connection in your replacement platform. DNS propagation for forwarding changes is usually instant, but MX record changes can take up to 48 hours.

Step 3: Migrate Macros and Snippets

Deskpro uses two types of canned responses: Macros (ticket-level actions that can set fields, add replies, and change status in one click) and Snippets (text shortcuts inserted during reply composition). Copy the text content from both and recreate them as Quick Replies or templates in your new platform. Note that Deskpro's macro variables use Twig syntax (e.g., {{ ticket.person.name }}) which will need mapping to your new platform's variable format.

Step 4: Clean Up DNS Records

After confirming your new platform receives and sends email correctly, remove Deskpro-specific CNAME records for SPF and DKIM from your DNS. These are typically CNAME records pointing to Deskpro's mail servers. Add your new platform's required DNS records for outbound email authentication.

Note: Resolve or close outstanding email tickets in Deskpro before switching. Open tickets won't transfer — keep Deskpro active briefly to handle remaining conversations while routing new emails to your new platform.