Re:amaze to Tidio migration requires API extraction and careful data model translation. Tidio has no Organization object, read-only operator APIs, and rate limits of 60–120 req/min.
Migrating from Re:amaze to Tidio requires a full data model translation with no native, end-to-end migration path between the two platforms. Re:amaze structures support around continuous, reopenable Conversations tied to Contacts, Channels, and Brands with 8+ distinct lifecycle states, while Tidio enforces a flatter hierarchy of Contacts, Tickets, and Conversations with only three status values (open, pending, solved). Critical objects such as the Re:amaze knowledge base, staff/operator records, departments, and response templates have no writable API endpoints in Tidio and must be rebuilt manually. Custom work — ranging from API extraction and JSONL transformation to status remapping and contact property flattening — is required for any migration that preserves conversation history and custom field data.
Read this first
Pair-specific gotchas that catch teams out. Each one has cost somebody a weekend.
Re:amaze's API rate limit is enforced per token, but the exact requests-per-minute
Re:amaze's API rate limit is enforced per token, but the exact requests-per-minute threshold is not publicly documented. Implement exponential backoff on HTTP 429 responses. Start conservatively at 30 requests/minute and adjust based on observed limits. In testing, we've observed thresholds in the range of 60–100 requests/minute, but this may vary by account and plan.
Tidio's POST /contacts endpoint always creates new contacts — it does not deduplicate by
Tidio's POST /contacts endpoint always creates new contacts — it does not deduplicate by email or any other identifier. If you run the import twice, you'll get duplicate records. Build deduplication logic into your pipeline: query existing Tidio contacts via GET /contacts first, index by email, and use PATCH /contacts/{contactId} to update existing records. Tidio's CSV/TXT contact import, by contrast, deduplicates by email automatically.
If you need to preserve original timestamps, HTML email bodies, operator attribution, or
If you need to preserve original timestamps, HTML email bodies, operator attribution, or attachment URLs in historical tickets, prefer Tidio's JSONL ticket import over the API ticket creation endpoints. The JSONL importer supports createdAt, htmlContent, attachments.publicUrl, operatorEmail, and departmentName fields. The API create/reply endpoints are better suited for new traffic and delta sync. (help.tidio.com)
The JSONL import capability is documented in the context of Tidio's Zendesk migration tooling
Confirm availability and any schema differences for non-Zendesk sources with Tidio support before building your JSONL generation pipeline.
Do not run extraction and loading simultaneously in a single loop
Decouple extraction from loading — write raw JSON extracts to disk first, then transform and load as separate steps. If the Tidio API goes down mid-load, you don't want to have to re-query Re:amaze. The staged approach also lets you inspect and validate transformed data before committing it.
Tidio's OpenAPI is available exclusively on Plus and Premium plans
The Starter and Free plans do not have API access. Confirm your Tidio plan before investing in API-based migration development. (developers.tidio.com)
The runbook
Work top to bottom. Tick steps as you go — your progress is saved in this browser.
01 Discovery Establish why you are moving, what "done" means, and who signs off.
Objective A written scope with agreed success criteria, a named owner per workstream, and a budget approved by finance.
Keep these open
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Pull the real numbers out of Reamaze
Export counts for tickets (open and closed separately), contacts, organisations, attachments, macros, triggers, automations, views and SLA policies. Note the oldest ticket date — history depth drives the whole timeline. Estimating from memory is the single most common cause of a blown migration window.
Data Profiler Get real record counts instead of estimating from memory -
Decide what history actually moves
Agree a cut-off with the support lead: all history, last 24 months, or open tickets plus a read-only archive. Every extra year of closed tickets adds API time and cost without adding much agent value. Get this in writing — it is the decision people relitigate mid-cutover.
A "move everything" default is what turns a two-week migration into a two-month one.
COI & ROI Calculator Build the 36-month business case you will need for sign-off -
Confirm Tidio can hold your support model
Walk your current workflow through Tidio: multi-brand, business hours, SLA targets, CSAT, side conversations, public vs internal notes, and any channel you depend on (voice, chat, WhatsApp, social). List anything with no native equivalent — those are project risks, not configuration details.
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Build the business case
Model licence delta, migration effort, agent retraining, and the cost of staying put (Cost of Inaction). Executives approve a number, not a plan, and you will be asked for it again at the go/no-go.
Helpdesk Migration Planner Turn ticket volume into a dated Reamaze → Tidio timeline -
Name owners and set the go/no-go date
One named owner each for data, configuration, integrations, and agent enablement, plus a decision-maker who can call a rollback. Put the go/no-go meeting in calendars now, 48 hours before the freeze.
Reamaze → Tidio specifics
- AI-first automation
- Tidio's Lyro AI Agent handles multi-turn conversations autonomously, resolving up to 70% of routine queries without human intervention according to Tidio's published benchmarks. Re:amaze offers AI reply suggestions but lacks a comparable autonomous agent.
- Pricing model shift
- Re:amaze uses per-agent pricing (starting at $29/agent/month on the Basic plan). Tidio offers per-conversation pricing with a free tier — a better fit for small teams with variable volume. The metering differs too: Re:amaze counts a conversation as active once there's a customer-facing reply from staff, a chatbot, or an autoresponder, while Tidio counts only conversations with a human agent reply and doesn't count unanswered spam.
- Simpler interface
- Teams that found Re:amaze's tag-heavy navigation and multi-brand configuration complex often prefer Tidio's streamlined panel.
- Chatbot and automation portability
- Tidio's Flows can be exported and imported as JSON between projects, making repeatable client rollouts easier for agencies and multi-site operators. (help.tidio.com)
- Shopify ecosystem consolidation
- Both platforms integrate with Shopify, but teams already invested in Tidio's chatbot flows and Lyro AI for e-commerce may want to consolidate to a single platform.
Don't move on until
- Record counts confirmed for tickets, contacts, organisations and macros
- Success criteria signed off by the support lead
- Freeze window provisionally booked with the business
02 Data Audit Find out what is actually in the data before you try to move it.
Objective A profiled, cleaned export with every quality defect either fixed at source or explicitly accepted.
Keep these open
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Take a full Reamaze export and profile it
Export to CSV or JSON and profile every file: row counts, null rates per column, distinct values, and type consistency. Compare row counts against the API totals from Discovery — a gap here means your export is silently truncated, usually by pagination.
Data Profiler Profile the Reamaze export for nulls, outliers and type drift -
Validate file structure before anyone writes a transform
Check delimiters, quoting, encoding (expect UTF-8, watch for BOMs and Latin-1), duplicate headers, and embedded newlines in ticket bodies. Ticket descriptions with raw newlines and commas break naive CSV parsers and silently shift columns.
A single unescaped quote in one ticket body can shift every subsequent column without any error.
CSV Validator Catch broken headers and ragged rows in the raw export -
Inventory PII and set retention
Scan for emails, phone numbers, payment card fragments, national IDs and anything else regulated in ticket bodies and custom fields — support tickets are where customers paste things they should not. Decide what gets migrated, masked, or dropped, and record the legal basis.
Ticket bodies and attachments routinely contain card and ID data that never appears in a structured field.
PII & Compliance Scanner Find regulated fields before they land in a new system -
Quantify duplicates, orphans and dead references
Count duplicate contacts (same email, different casing), tickets whose requester no longer exists, organisations with no members, and attachments whose parent ticket is gone. Fix these in Reamaze where you can — migrating them just moves the mess.
Data Cleaner Strip empty rows, stray whitespace and dead columns -
Clean and normalise the export
Trim whitespace, drop empty rows and columns, normalise casing on emails and tags, and standardise every timestamp to UTC ISO 8601. Timezone drift is invisible at load time and shows up weeks later as SLA reports nobody can reconcile.
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Produce a masked copy for sandbox work
Generate a realistic but fake version of the export for testing and for any vendor who needs sample data. Loading real customer PII into a sandbox is a breach in most jurisdictions, and sandboxes are rarely covered by your DPA.
PII Masker Generate a safe copy for sandbox and vendor testing
Reamaze → Tidio specifics
- Separate extraction runs per brand
- Each brand's contacts, conversations, and articles are isolated behind its own API base URL.
- Credential management
- Each brand may have its own API token. Collect all tokens before starting.
- Cross-brand deduplication
- The same customer may exist as separate contacts in multiple brands. Decide whether to merge them into a single Tidio contact (using email as the deduplication key) or keep them separate.
- Department mapping
- Re:amaze channels-as-categories per brand may map to different Tidio departments. Build a brand→department mapping table.
- Pagination
- Page-based (default 30 records/page). Iterate until an empty array is returned.
Don't move on until
- Export parses cleanly with no ragged rows or encoding errors
- PII inventory complete and retention decisions recorded
- Duplicate and orphan records quantified and triaged
03 Field Mapping Turn two schemas into one signed-off mapping spec.
Objective A reviewed field-level mapping covering every object, with an explicit decision for every field that has no target.
Keep these open
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Generate the first-pass Reamaze → Tidio field map
Start from an automated match on both schemas, then review every row by hand. Automated matching gets the obvious 70% right and is confidently wrong on the rest — especially anything named "type", "status" or "custom_field_1".
Schema Mapper Opens pre-loaded with the Reamaze → Tidio field pair -
Map status, priority and channel values, not just field names
Enumerate every value in each picklist on both sides and map them explicitly. Value-level mismatches are the defect class that survives all the way to production because the field itself mapped fine — a ticket that should be "Pending" arriving as "Open" reopens SLA clocks.
Statuses with no target equivalent (on-hold, pending-customer) need a policy decision, not a best guess.
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Decide how custom fields land
Create the target custom fields first, matching type exactly (a dropdown mapped to free text can never be mapped back). Where Tidio has no equivalent, decide between a new custom field, a tag, or a note appended to the ticket body — and record which.
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Resolve identity and threading
Decide how source IDs are preserved — most platforms will not let you set the primary key, so keep the original ID in a custom field. Without it, reconciliation becomes fuzzy matching and every future support question about an old ticket is unanswerable.
Losing the original ticket ID makes reconciliation and rollback effectively impossible.
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Plan attachments, inline images and threading order
Confirm size limits, allowed MIME types, and whether inline images survive as attachments or need rehosting. Decide the comment ordering and author attribution rules: comments loaded out of order, or all attributed to the API user, destroy the conversation history agents rely on.
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Freeze and sign off the mapping spec
Version the spec, walk the support lead through it row by row, and get explicit sign-off. Any change after this point goes through change control — mid-flight mapping edits are how partial loads happen.
Don't move on until
- Every source field is mapped, deliberately dropped, or parked in a custom field
- Status, priority and channel value maps agreed with the support lead
- Mapping spec version-controlled and signed off
04 Test Migration Prove the pipeline on a small, representative slice.
Objective A pilot load into a Tidio sandbox that reconciles cleanly and has been reviewed by real agents.
Keep these open
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Stand up a Tidio sandbox that matches production config
Create the custom fields, groups, brands, business hours and SLA policies first. A pilot into a default sandbox tests nothing, because the failures you care about are all configuration mismatches.
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Pick a deliberately nasty pilot sample
Take 500-1000 records chosen for difficulty, not convenience: the longest ticket threads, tickets with the most attachments, non-Latin character sets, merged and split tickets, deleted requesters, and every status value. A clean random sample proves only that easy records are easy.
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Run the load with masked data and instrument everything
Log every API request and response with its source record ID. When 40 records fail out of 10,000 you need to know exactly which ones and why, without re-running the whole batch.
PII Masker Never load real customer PII into a sandbox -
Measure real throughput against the rate limit
Record achieved records-per-hour under Tidio's actual rate limits, including retries and backoff. Extrapolate to the full volume: if the maths says the full load exceeds your freeze window, you fix that now, not on cutover night.
Published rate limits are ceilings, not throughput. Assume real-world rates are meaningfully lower once retries and backoff are counted.
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Reconcile the pilot and triage every failure
Diff source against target on record counts and field-level values. Every discrepancy gets a root cause and a fix — "probably fine" at pilot scale becomes thousands of broken records at full scale.
Migration Validation Tool Diff the pilot batch against source before scaling up -
Put real agents in front of the pilot data
Have two or three agents work sample tickets end to end in the sandbox. They find the things reconciliation cannot see: unreadable threading, missing context, macros that no longer make sense. Fix the mapping, then re-run.
Don't move on until
- Pilot batch reconciles to 100% on record counts
- Agents have reviewed sample tickets and confirmed they are workable
- Measured throughput extrapolates to a viable full-load window
05 Cutover Execute the switch inside a controlled, reversible window.
Objective All in-scope data live in Tidio, agents working in the new system, and a rollback path that stayed available throughout.
Keep these open
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Pre-load history before the freeze
Load closed tickets and contacts days or weeks ahead while Reamaze stays live. Only open tickets and the final delta need to move inside the freeze — this is the single biggest lever on window length.
Helpdesk Migration Planner Size the freeze window from Tidio's real API limits -
Publish the runbook with times, owners and abort criteria
A timed sequence: freeze start, final export, delta load, channel switch, smoke test, go/no-go, agent switch. Name who does each step and the explicit condition that triggers a rollback. Decide the abort criteria before the night, when nobody wants to be the one to call it.
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Freeze Reamaze and take the final delta
Stop new ticket creation, let agents finish in-flight replies, then export everything changed since the pre-load. Announce the freeze to the whole business, not just support — someone always tries to raise a ticket during it.
Tickets created during an unenforced freeze land in the old system and are the most common source of permanently lost data.
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Load the delta and open tickets
Run the delta load, then reconcile counts before touching any channel. Do not repoint email until the delta has verified — an inbound ticket arriving mid-load is far harder to untangle than a few extra minutes of freeze.
Migration Validation Tool Confirm the final delta landed before you reopen -
Repoint channels and verify with live traffic
Switch email forwarding and MX or connector settings, update chat widgets and web forms, and re-authorise integrations. Then send real test tickets through every channel and confirm each lands, routes and triggers the right automation.
Email forwarding changes can take up to a full DNS TTL to propagate — check the TTL days in advance and lower it if needed.
Cron Expression Builder Schedule the delta syncs that run through the freeze -
Run the go/no-go and switch the agents
Walk the exit criteria with the decision-maker, call it explicitly, then move agents over with a named person on hand for the first few hours. Keep Reamaze read-only rather than cancelled — cancelling the old contract on day one removes your only fallback.
Don't move on until
- Full historical load complete and counts matched
- Inbound channels repointed and verified with live test tickets
- Rollback decision point passed explicitly, not by default
06 Validation Prove the migration is complete, then close it out.
Objective Documented evidence that data, workflow and reporting all survived, and a signed acceptance.
Keep these open
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Run the full reconciliation
Compare source and target on every object: total counts, counts by status, counts by group, attachment counts, and field-level spot checks on a random sample. Produce one report you can hand to an auditor.
Migration Validation Tool Reconcile Reamaze and Tidio record-for-record -
Verify field completeness, not just record counts
Re-profile the loaded data and compare null rates per field against the source profile. Matching record counts with a field that silently arrived empty is the failure mode counts alone will never catch.
Data Profiler Prove field completeness held up through the load -
Rebuild reporting and compare against baselines
Recreate your core dashboards — volume, first response time, resolution time, CSAT — and compare to pre-migration figures for the same period. Explain every variance; a changed SLA calculation is a real finding, not a rounding error.
SLA and first-response metrics are usually recalculated from the loaded timestamps, so they will differ if any timestamp mapping was approximate.
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Test the workflow layer end to end
Fire every trigger, automation, SLA escalation, macro and notification with a live ticket. Workflow does not migrate — it gets rebuilt — so it is untested until someone has actually watched it run.
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Confirm compliance and produce the audit trail
Re-scan the loaded data for regulated fields, confirm retention and deletion policies are configured in Tidio, and file the evidence with your PII decisions from the audit phase.
PII & Compliance Scanner Produce the compliance evidence your auditor will ask for -
Sign off, then decommission on a schedule
Get written acceptance against the Discovery success criteria. Keep Reamaze read-only for an agreed period (30-90 days is typical), take a final archive export, and only then cancel. Diarise the decommission date so it does not quietly renew.
Don't move on until
- Full reconciliation report attached to the project record
- Reporting baselines match pre-migration figures within agreed tolerance
- Formal acceptance signed and archive retention scheduled
Field mapping reference
The field-by-field mapping for each object. Use this as the starting point for your mapping spec.
Re:amaze Object Object
| Reamaze field | Tidio field | Notes |
|---|---|---|
| Contacts | Contacts | Map email, name, phone. Custom attributes → Contact Properties. |
| Contact Identities | Contact email/phone fields | Tidio contacts support one primary email; additional identities must be stored in custom properties or discarded. |
| Contact Notes | No direct equivalent | Store as Contact Properties (text) or archive externally. |
| Conversations | Tickets | Map subject, status, tags. Message history → Ticket replies. |
| Messages | Ticket Replies | Replay sequentially. Prefer JSONL import for htmlContent and createdAt. |
| Channels | Departments | Manual creation required — Departments API is read-only. |
| Staff | Operators | Manual creation required — Operators API is read-only. |
| Response Templates | No import API | Rebuild manually in Tidio's canned responses. |
| Articles (KB) | No equivalent | No knowledge base import in Tidio. Archive or rebuild manually. |
| Tags | Tags | Re:amaze conversation tags → Tidio ticket tags. Direct mapping. |
| Satisfaction Ratings | No import pathway | Export for archival; no Tidio import mechanism. |
| Status Page / Incidents | No equivalent | Not available in Tidio. |
| Custom Attributes (Conversations) | Contact Properties / Ticket tags | Lossy mapping — Tidio ticket-level custom fields are limited. |
Re:amaze Status Status
| Reamaze field | Tidio field | Notes |
|---|---|---|
| Open | Open | Direct map |
| Responded | Open | No direct equivalent; consider adding legacy_status:responded tag |
| Pending | Pending | Direct map |
| On Hold | Pending | No direct equivalent; add legacy_status:on_hold tag |
| Done / Archived | Solved | Direct map |
| Spam | — | Exclude or tag with legacy_status:spam |
| Auto-Done | Solved | Map or preserve as legacy_status:auto_done tag |
| AI-related states | — | Preserve as legacy_status:{value} tag |
Reamaze Type
| Reamaze field | Tidio field | Notes |
|---|---|---|
| subject | string | Ticket subject line |
| status | string | open, pending, or solved |
| tags | array [string] | Ticket tags |
| departmentName | string | Must match an existing Tidio department name exactly |
| messages [].createdAt | ISO 8601 | Original message timestamp |
| messages [].htmlContent | string | HTML body of the message |
| messages [].authorType | string | contact or operator |
| messages [].contactEmail | string | Required when authorType is contact |
| messages [].operatorEmail | string | Required when authorType is operator; must match an existing Tidio operator email |
| messages [].attachments | array | Each item needs publicUrl (must be publicly accessible) and filename |
Re:amaze Tidio
| Reamaze field | Tidio field | Notes |
|---|---|---|
| contact.email | contact.email | Direct map |
| contact.name | contact.first_name + contact.last_name | Split on first space; mononym → first_name only |
| contact.mobile | contact.phone | Normalize to E.164 |
| contact.data.{key} | contact.properties.{key} | Pre-create property; cast to Tidio type (text, email, number, phone, url) |
| contact.identities [1+] | contact.properties.secondary_* | Store non-primary identities as properties |
| conversation.subject | ticket.subject | Direct map; default to "(No subject)" if empty |
| conversation.status | ticket.status | Map per status table; preserve lossy states as tags |
| conversation.tag_list | ticket.tags | Direct map; tags auto-created on first use |
| conversation.category.name | Department assignment | Map to pre-created Tidio department name |
| conversation.slug | ticket.tags (as reamaze_slug:{slug}) | Preserve for cross-reference |
| message.body | ticket_reply.body / JSONL htmlContent | Sanitize HTML; use JSONL for rich content |
| message.visibility | — | 0=public, 1=internal; no Tidio equivalent; exclude or prefix |
| message.created_at | JSONL createdAt / body text | Use JSONL importer; fallback: prepend to body |
| message.user.email | contactEmail / operatorEmail | Map to Tidio contact or operator based on is_staff flag |
| message.attachments [].url | attachments [].publicUrl | Re-host to S3/GCS; use public URL |
Risk matrix
Per-object risk for this pair. Plan extra validation around anything marked high.
| Object | Risk | Notes |
|---|---|---|
| Contacts | low | Contacts migrate cleanly via CSV or API using email as the deduplication key, though secondary identities beyond the primary email must be flattened into custom properties or discarded. |
| Conversations / Tickets | medium | Conversation threads can be mapped to Tidio tickets, but status compression from 8+ Re:amaze states to 3 Tidio states causes structural information loss unless source values are preserved in tags or custom fields. |
| Messages / Ticket Replies | medium | Message history can be replayed via the JSONL import path with HTML body and timestamp preservation, but using the standard REST API risks losing original timestamps and rich content formatting. |
| Custom Attributes | high | Re:amaze custom attributes on both Contacts and Conversations must be manually mapped to Tidio's Contact Properties, which support only limited field types (text, email, number, phone, url), and conversation-level custom fields have no direct Tidio equivalent. |
| Knowledge Base Articles | high | Tidio has no knowledge base feature or article import API, meaning all Re:amaze knowledge base content is permanently lost in the destination platform and must be manually rebuilt in an external system or Tidio's help content if available. |
| Staff / Operators | high | Tidio's Operators API is read-only, so agent accounts cannot be created programmatically and all staff must be manually provisioned in Tidio before ticket assignments can be correctly attributed during migration. |
| Tags | low | Re:amaze conversation tags map directly to Tidio ticket tags with no structural transformation required, making this one of the cleanest entity transfers in the migration. |
| Departments / Channels | high | Tidio's Departments API is read-only and Re:amaze Channels have no automated creation pathway in Tidio, requiring all routing structures to be manually recreated before tickets can be correctly assigned during import. |
| Satisfaction Ratings | high | Tidio provides no import mechanism for satisfaction or CSAT data, meaning all historical customer satisfaction ratings from Re:amaze are permanently unmigratable and can only be exported for external archival. |
| Response Templates | medium | Re:amaze response templates have no corresponding import API in Tidio and must be manually recreated as canned responses, with the risk of loss proportional to the volume and complexity of the existing template library. |
The hard parts
What makes this specific migration difficult, beyond the mechanics.
Conversation Status Model Compression
Re:amaze supports 8+ distinct conversation lifecycle states (Open, Responded, Done, Spam, Archived, On Hold, Auto-Done, and AI-related states) that must be compressed into Tidio's three-value model (open, pending, solved), resulting in unavoidable information loss unless source states are preserved in custom fields or tags.
Read-Only Operator and Department APIs
Tidio's Operators and Departments API endpoints are read-only, meaning staff members and department structures cannot be programmatically created during migration and must be manually rebuilt in the Tidio admin interface before ticket assignment can be mapped correctly.
Knowledge Base Has No Import Path
Re:amaze exposes a full CRUD Articles API for its knowledge base, but Tidio provides no equivalent import API or knowledge base feature, requiring all help content to be manually rebuilt or archived externally with permanent loss of URL structure and article metadata.
Contact Identity Flattening
Re:amaze supports multiple Identities per Contact (email, social, phone, etc.), whereas Tidio contacts support a single primary email address, requiring additional identities to be either stored as custom contact properties or discarded entirely.
Timestamp and HTML Fidelity Constraints
Tidio's standard REST API ticket creation endpoints do not reliably preserve original message timestamps or HTML email body content, requiring the use of the JSONL ticket import pathway — which is documented primarily in the context of Zendesk migrations and must be confirmed with Tidio support for general use.
Rate Limit Throttling at Scale
Tidio enforces strict API rate limits of 60 requests per minute on Plus plans and 120 on Premium, making large-volume migrations inherently slow and requiring robust retry logic, backoff strategies, and extended migration windows for datasets exceeding a few thousand records.
Tools used in this playbook
All free, all run entirely in your browser — nothing is uploaded.
FAQ
Can I migrate conversation history from Re:amaze to Tidio?
Yes, but only via API extraction or JSONL ticket import — not CSV. Re:amaze's CSV export covers contacts only, not conversation threads. You need to extract conversations and messages from Re:amaze's REST API and recreate them as Tidio tickets with replies. For best timestamp and HTML fidelity, use Tidio's JSONL ticket importer rather than the API create/reply endpoints.
What data is lost when migrating from Re:amaze to Tidio?
Knowledge base articles (Tidio has no KB import), response templates, satisfaction ratings, status page data, VoIP/video call history, original message timestamps (unless you use the JSONL importer), and multi-identity contact links (Tidio supports one email and one phone per contact). Agent assignments, departments, and automations must be manually rebuilt.
Does Tidio deduplicate contacts on import?
No. Tidio's POST /contacts endpoint always creates new contacts regardless of whether the email already exists. You must build deduplication logic into your migration pipeline — query existing Tidio contacts first, index by email, and use PATCH to update existing records instead of creating duplicates. Tidio's CSV/TXT contact import, by contrast, can update existing contacts by email.
How do I preserve original timestamps when migrating to Tidio?
Tidio's API create/reply endpoints stamp the import time as the creation time, not the original Re:amaze timestamp. To preserve original dates, use Tidio's JSONL ticket importer, which supports a createdAt field. As a fallback, prepend the original timestamp to the message body.
Do I need Tidio Plus or Premium for an API-based migration?
Yes. Tidio's OpenAPI is available exclusively on Plus and Premium plans. Free and Starter plans do not have API access. Plus allows 60 requests/minute and Premium allows 120 requests/minute. Confirm your plan before investing in API-based migration development.