Bring your history from Zendesk or Gorgias
You can bring your old cases with you, so you can search them from day one. The import is a read-only archive: no customers get emails, and the AI does not touch any of it.
- No email is ever sent to an old customer.
- The AI neither sorts nor replies to imported cases.
- Nothing is changed in Zendesk or Gorgias. Nemma only reads.
- You can pause the import and cancel it.
How to move your history
It does not take a project plan. You are the owner of the account, and you need to be able to create a key in the old system.
Create a key in your old system
In Zendesk, an administrator creates an API token in Admin Center. In Gorgias, you get an API key under Settings and REST API. Nemma uses the key to read.
Connect it in Nemma
As the owner you open Settings and Import and enter your subdomain, your email and the key. Nemma tests the key with a real call before it is stored encrypted.
Start the import
It runs in the background in small chunks, and you can close the page. You can pause it, resume and cancel, and follow the number of cases and messages as it goes.
What comes along, and what stays behind
The import fetches cases, messages and attachments. The rest of your old system stays where it is, and it is best to know that before you switch.
What comes along
- Cases with subject and status, and with their original dates.
- All messages from the customer and the shop, in order. Internal notes come along as notes.
- The customer with email and name.
- Attachments: images, PDFs, text files and CSV up to 10 MB per file.
What does not come along
- Macros, templates, rules and automations. You write your standard replies as reply templates, and your rules as skills in Nemma.
- Labels, custom fields and satisfaction ratings.
- Knowledge articles and users.
- Cases without the customer's email, spam and trash. Very long conversations are fetched with only the first 500 messages.
An archive you can search
Imported cases are not in the way day to day, but they are there when a customer writes again.
- Open#2318 Where is my order?Maja Lindberg · today
- #1033 Swap size M for LMaja Lindberg · March 2024ResolvedImported
The case is history. It cannot be replied to from here, and the AI does not process it - so no email is ever sent to a customer who wrote long ago.
- You find the cases with search (Cmd+K or Ctrl+K) or the Inbox's own search. They carry the label Imported.
- They do not count in Insights and not as AI replies in your price, because there is never a draft that can be sent.
- If a customer writes again, it becomes a new case in the Inbox. The message is never added to an old, imported case.
The import moves history, not new emails
For Nemma to reply, new emails have to come in and Shopify has to be connected. Here is the order.
Forward your support address
New emails come in via forwarding to your Nemma address. Gmail can only forward to one address at a time, so on the day of the switch you point the forwarding at Nemma.
Connect Shopify
You create a small app in your Shopify and paste two keys into Nemma. It takes 3-4 minutes.
Write your skills
You write your rules for delivery, returns and exchanges in plain language per category. Every category starts on Draft, so you read and send before Nemma replies on its own.
Try it with your own emails
The first 5 days are a trial with up to 50 AI replies. A card is required at signup, but you are not charged until the 5 days are over.
Worth knowing before you switch
Can the import send emails to my old customers?
No. The import only writes rows into the archive. It starts no sorting, drafting, acknowledgement or sending, and an imported case has no reply box in Nemma. If a customer writes again, it becomes a new case.
What does it require of me?
That you are the owner of the Nemma account and that you can create an API key in the old system. In Zendesk it has to be an administrator.
Can I choose how far back the import goes?
No. The import fetches everything the source has, and there is no date filter. You can pause or cancel it along the way, and what has already been fetched stays.
How long does it take?
It depends on how much history you have and how quickly Zendesk or Gorgias responds. The import stays within the limits the sources set themselves, and waits by itself if they ask it to. We do not promise a time, but you can follow the number of cases and messages in Nemma and close the page in the meantime.
What happens to attached files?
Images, PDFs, text files and CSV up to 10 MB are fetched. Other file types and larger files are skipped. Like all other files in Nemma, they are deleted automatically 12 months after they were stored with us. The text of the cases stays.
Can I import from systems other than Zendesk and Gorgias?
No, today only from Zendesk and Gorgias.
What happens to my API key?
It is stored encrypted, is not shown again in Nemma and is only used to read the history. When the import is finished, you can remove the connection, and the key is then deleted in Nemma. Also delete the key itself in your old system.
Can I get my data out of Nemma again?
Under our terms you can, within 30 days after termination, ask for your data to be handed over in a structured format. There is no self-service export of cases and messages.
Start with a trial
Create the account, connect Shopify and your support address, and fetch the history when you are ready. The first 5 days are a trial with up to 50 AI replies: a card is required at signup, but you are not charged until the 5 days are over.
Try free for 5 days