Migration playbook: 30-day plan
Migrate from Help Scout to Support Oasis
Teams move from Help Scout most often when they want stronger AI Agent capabilities, native voice, or pricing that scales better. This playbook preserves the clean inbox feel teams love about Help Scout.
The playbook
- 1
Day 1 to 3: Provision and connect
Set up the Support Oasis tenant. Connect inboxes. The shared inbox shape is core to Support Oasis, so day-to-day agent workflow stays familiar.
- 2
Day 4 to 7: Roles, SLAs, and routing
Bring agents in. Define SLAs and routing. Help Scout teams are often surprised at how few routing rules they actually need.
- 3
Day 8 to 14: AI Copilot first, then AI Agent
Turn on AI Copilot for drafts and summaries first to keep humans fully in control. Once tone and source-grounding feel right, turn on AI Agent for one category.
- 4
Day 15 to 21: Parallel run
Route new tickets to Support Oasis. Existing Help Scout tickets continue. Two weeks of overlap to catch edge cases.
- 5
Day 22 to 28: Historical import
Import historical conversations and team data. Verify search across both old and new tickets.
- 6
Day 29 to 30: Cut over
Switch email forwarding fully. Disable Help Scout seats. Keep one read-only seat for one cycle if useful.
Common pitfalls
Skipping the AI evaluation
Help Scout's AI capabilities are intentionally lighter than what Support Oasis ships. The biggest gain on switch is autonomous resolution, not just the inbox view. Plan time to evaluate AI properly.
Forgetting voice in the planning
Help Scout does not natively offer voice. If your team handles phone-based support today, plan how voice will work in the new world during evaluation, not after.
Re-creating Workflows instead of automations
Help Scout Workflows are similar to Support Oasis automations but the shape differs. Rebuild from intent for the cleanest result.
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