Vanta, a compliance automation platform, asked Help Desk Migration for an enterprise ITSM migration from Freshservice to Jira Service Management that kept the original reporters, assignees, and approvals intact across 512,000 comments and 86,000 attachments.

TERNOPIL, Ukraine, Nov. 11, 2026 /PRNewswire/ — Help Desk Migration moved 128,000+ tickets for Vanta from Freshservice to Jira Service Management (JSM) and transferred every original reporter, assignee, and approval. The data migration took 21 days. Vanta automates SOC 2, HIPAA, and ISO 27001 compliance for 15,000+ customers, so its timestamps and request history count as evidence in its own SOC 2 audit. 

Why Vanta left Freshservice

Freshservice stopped keeping pace on scalability, flexibility, and integrations. Vanta wanted better workflows, reporting, and closer alignment with its engineering and IT tooling. JSM now serves as the internal request portal for IT, People Ops, Workplace, GTM Systems, HR, and Access Management, and it syncs both ways with Slack. Nearly every Vanta employee touches it as a requester. 

Why the enterprise migration needed custom mapping

Freshservice and JSM fields do not line up. JSM has no direct equivalent for keeping the original reporter and assignee on imported tickets. Approvals and service items need somewhere to go. 

How Help Desk Migration preserved the audit trail

To keep the original reporter on migrated tickets, Help Desk Migration wrote the original reporter and assignee data into custom Original reporter and Original assignee fields in JSM. Each approval’s approver name, email, and date moved into the ticket description, next to Freshservice values such as Original ID, Group, and Category. Agent comments kept their authors: name and email lead every comment. Tags from the Group field received an FS- prefix, and inline images moved as attachments.

Vanta ran a Demo Migration to validate field mapping and data integrity, which exposed reporter and assignee mapping issues before the full migration. Help Desk Migration’s Premium Support Package then included a re-migration, which delivered the final transfer after customizations and testing were complete.

“We’re a compliance company, so being able to show timestamps and request history matters for things like our own SOC 2 audit,” said Janiece Caldwell, who leads IT Operations within Vanta’s Corporate Engineering team. “We now have one unified platform instead of juggling systems, better reporting and automation, and searchable historical tickets.”

“In an enterprise migration, data integrity means more than matching ticket counts,” said Dima Lazarchuk, a co-founder at Help Desk Migration/Relokia. “A ticket at a compliance company is evidence, not archive: it has to keep who requested it, who approved it, and when. At Vanta, custom field mapping carried that context across 128,000+ tickets.

About Help Desk Migration by Relokia. Help Desk Migration by Relokia is an automated service that moves your data between help desk, ITSM, and knowledge base platforms. Since 2016, it has completed 60,000+ migrations for 55,000+ customers across 100+ platforms, including Zendesk, Freshservice, Freshdesk, Jira Service Management, ServiceNow, and Salesforce Service Cloud. Your data stays protected: Help Desk Migration holds SOC 2 Type II certification and complies with GDPR, CCPA, and HIPAA.

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SOURCE Relokia LLC – Help Desk Migration