Takomo Golf Transitions Large Volume of support data Without Downtime
Takomo Golf migrated a large volume of customer support tickets to Gorgias without downtime. ClonePartner managed the transition end to end, preserving every conversation while the support team continued operating as usual.
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TL;DR
Customer: Takomo Golf
Key Service: Help Desk Data Migration (Reamaze → Gorgias)
"Very happy with the assistance we received. All our problems were acknowledged and resolved quickly, which made the switch from Reamaze to Gorgias convenient"
- Teemu Laine, Manager, Customer Experience at Takomo Golf
Why Takomo Golf Needed to Migrate
Takomo Golf is a fast-growing direct-to-consumer golf brand that blends precision engineering with accessible pricing.
Their customer experience team manages inquiries covering sales, orders, and product details, which makes their helpdesk operations vital to day-to-day efficiency.
As their global customer base expanded, they needed a support system that could scale easily while maintaining visibility into every past interaction. After several years on Reamaze, they decided to move to Gorgias — but they had accumulated a significant history of tickets, messages, and attachments that all needed to come with them.
The Migration Challenge
Help desk migrations between platforms like Reamaze and Gorgias aren't straightforward copy-paste operations. The core challenges for Takomo Golf included:
- No data loss. Every ticket, message, attachment, and customer history needed to arrive intact in Gorgias.
- Preserving relationships. Conversation threads, tags, and custom fields had to maintain their original structure and associations — not just land as flat, disconnected records.
- Handling in-flight messages. Customers don't stop emailing because you're migrating. Replies continued arriving in Reamaze even after the migration started, and those couldn't be dropped.
- Zero downtime. The support team needed to keep working through the entire process without interruption.
What Transferred
Here's what was migrated from Reamaze to Gorgias:
| Data Type | Migrated | Notes |
|---|---|---|
| Tickets | ✅ | Full ticket history preserved |
| Messages / conversation threads | ✅ | Threaded structure maintained |
| Attachments | ✅ | Mapped to corresponding tickets |
| Tags | ✅ | Replicated as-is |
| Custom fields | ✅ | Field values and associations preserved |
| Customer records | ✅ | Linked to their respective tickets |
How the Migration Worked
The migration was completed over 3 days using a phased approach with multiple delta syncs.
What's a delta sync?
A delta sync is an incremental transfer that captures only the data that changed since the last sync. In a help desk migration, this matters because customers keep sending messages while you're moving data. A single bulk export would miss anything that arrived after the export started. Delta syncs close that gap — you run the bulk migration first, then run one or more delta syncs afterward to pick up any new or updated tickets.
For Takomo Golf, multiple delta syncs were run after the initial transfer to ensure no messages were lost during the transition window.
Migration phases
- Verification — Audit of the source data in Reamaze to confirm scope and identify any mapping requirements between the two platforms' data models.
- Sample review — A subset of tickets migrated first for Takomo Golf's team to review and confirm accuracy before proceeding.
- Full migration — Bulk transfer of all historical tickets, messages, attachments, tags, and custom fields.
- Delta syncs — Multiple incremental syncs to capture messages that arrived in Reamaze after the bulk transfer, each timed to work within API rate limits.
Each sync was timed to make the most of available API throughput. Rate limits on both the source and destination platforms constrain how fast data can move — pushing too aggressively risks throttling or failed requests, while being too conservative extends the migration window unnecessarily.
Risks and Tradeoffs in Help Desk Migrations
No migration is without risk. Here are the common failure modes for this type of project:
- Broken thread relationships. If ticket-message associations aren't mapped correctly, agents lose context on customer conversations. This is one of the hardest parts to get right when platforms structure their data differently.
- Missed messages during cutover. Without delta syncs, any message arriving between the start of the export and the DNS/routing switch gets lost. The longer the migration takes, the wider this gap becomes.
- Rate limit mismanagement. Hitting API rate limits without proper backoff logic can cause failed writes, duplicate records, or incomplete transfers that are difficult to detect after the fact.
- Attachment failures. Large attachments or unusual file types can fail silently during transfer if not explicitly verified.
The delta sync approach directly addresses the missed-message risk. Running multiple syncs narrows the window until the gap is effectively zero.
The Result
All tickets, attachments, and conversation threads were mapped and replicated in Gorgias with their original structure intact. The migration was completed in 3 days.
Throughout the transition, Takomo Golf's support team continued their daily operations with no downtime or missed messages.
