Support customers through a migration to a new version

A forced migration tests customer trust. Clear notice, real help and a way back turn what could be a wave of angry tickets into a calm change.

Last reviewed October 14, 2026

Announce early and repeat

Tell customers months ahead, then remind them at set points. State what changes, what stays and the date the old version ends.

Publish step-by-step instructions with screenshots before the announcement. A guide that exists on day one prevents a flood of how-do-I tickets.

Let your largest or most customised accounts book a call. A few hours of care here protects the accounts you can least afford to lose.

Collect the first issues from a pilot group and write saved replies for each. Update them as new problems appear.

Where possible, let customers return to the old version for a short period. Knowing they can leave the new one lowers the fear of trying it.

Track migrated accounts, tickets by cause and time to resolve. Share progress with the team and tell customers when issues are fixed.

As early as you can, usually at least a few months for a major change, with reminders as the date approaches.

If it is technically possible, yes for a limited time. It reduces anxiety and often means few people use it.

Missing steps in the guide, differences in features customers relied on and integrations that need to be updated.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.