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#31264Older tickets missing after importSubmit as Closed
ConversationActivity LogsNotes
Tuesday 12 May
I
Iris M.9:24 PM
Our older tickets aren't showing after the import
Beacon Travel
Archive search · 0 results
Original · English
MoveDesk Support9:25 PM
They are still coming in — archives keep syncing for 24 hours after cutover, oldest first.
I
Iris M.9:28 PM
I need a thread from March today — it has an attachment we promised a customer.
MoveDesk Support9:29 PM
I can't restore single archives myself — escalating this to our team with full context.
Escalated — assigned to Tessa
T
Tessa9:32 PM
Hi Iris — Tessa here, I'm taking over. Give me a minute to locate that March thread.
Delivered
T
Tessa9:37 PM
Hi Iris, I'm really sorry the March thread hasn't appeared yet. Everything from the last 12 months is already searchable — older archives sync in batches through tomorrow.
I've flagged that March thread for a manual restore — our migration team will send it over within a few hours. The attachment comes along with it, so nothing is lost.
Delivered
I
Iris M.9:38 PM
Thanks so much! I'll watch for the restored thread.
Press↵to replyReplyNotesCopilot
CopilotReplyNotesCopilot
Has Iris written in since the switch? Anything I should know?
Yes — two conversations in the last 90 days: a delayed article import in May (completed) and a missing macro set in June (restored). Archives older than 12 months are restored manually by the team on request.
Yes — two conversations in the last 90 days: a delayed article import in May (completed) and a missing macro set in June (restored). Archives older than 12 months are restored manually by the team on request.
Ask Copilot anything…Has Iris written in since the switch? Anything I should know?
ViaWeb MessengerFromTTessaReplyNotesCopilot
Hi Iris — Tessa here, I'm taking over.
Give me a minute to locate that March thread.
Hi Iris, I'm really sorry the March thread hasn't appeared yet. Everything from the last 12 months is already searchable — older archives sync in batches through tomorrow.
I've flagged that March thread for a manual restore — our migration team will send it over within a few hours. The attachment comes along with it, so nothing is lost.
MacrosSend
Case details
AI summary
Customer Need: A March thread with a promised attachment is missing after the import.
What Was Offered: Archive sync completes within 24 hours plus a manual restore of the March thread.
Current Status: Escalated to Tessa for a manual archive restore.
Customer Need: A March thread with a promised attachment is missing after the import.
What Was Offered: Archive sync completes within 24 hours plus a manual restore of the March thread.
Current Status: Escalated to Tessa for a manual archive restore.
Case ID
#31264
Subject
Older tickets missing after import
StatusOpenNeeds human
PriorityUrgent
TeamNo team
AssigneeAI AgentTessa
Messages
8
Contact
Email
iris.m@beacontravel.com
Contact ID
b47f20c9-51e
Channel
Web Messenger
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Iris M.9:28 PM
Older tickets missing after import
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