Outgrowing this

You’ve outgrown this package when you have more than about 10 agents, need SLAs or automation rules, answer on the phone, in chat or on social channels, need CSAT reporting, run several brands, or want a help center and AI replies. The usual next stops are Zendesk, Plain, Front and Help Scout. Each has a way to import past conversations, and exportSupportData gives you the rows to feed it.

Export

exportSupportData(auth, options) returns all of the package’s data, or one organization’s, as plain JSON in the schema, a page at a time. It is server-only, not an endpoint.

import { exportSupportData, type SupportExportPage } from "@byo-oss/support";

let cursor: string | null = null;
do {
  const page: SupportExportPage = await exportSupportData(auth, { cursor, limit: 100 });
  for (const ticket of page.tickets) await importTicket(ticket);
  cursor = page.cursor;
} while (cursor);

• Options: organizationId? (only that organization’s tickets, and no canned replies), cursor? (from the previous page) and limit? (1 to 500, default 100).
• A ticket has every field except replyToken, plus userEmail (the requester’s current email), assigneeEmail, tags, messages (oldest first, notes and events included, each with userEmail and its deliveries) and attachments (metadata, with the uploader’s userEmail). storageKey locates the blob, so you can copy it. Dates are ISO strings.
• replyToken is never exported. It lets mail be posted into a ticket, and exports go to other tools.
• Canned replies (with the author’s userEmail) come on the first page of an export without organizationId.
• Paging is a keyset on ticket number, so a ticket deleted mid-export never makes another one skip. Tickets created mid-export come on later pages. cursor is null on the last page.
• Left out: supportCounter, which is operational state.
• Deliveries exist only with a mailer, and attachments only with attachments. Otherwise those lists are empty. Inside a better-auth transaction (runWithTransaction), it reads in that transaction.

Moving over

1. Run both. Set the new tool up with its own address and forward a test inbox to it, while support keeps serving customers. Build and check the field mapping on a few tickets.
2. Backfill. Loop exportSupportData until cursor is null, creating users and organizations first, then tickets with their comments and attachments.
3. Cut over. Point your support address and the in-app entry point at the new tool. Stop calling processSupportDeliveries, and stop routing support events to notifications (or point them at the new tool’s webhooks). Keep the old tables as the archive until you’re sure.
4. Uninstall once nothing reads the old queue. See Uninstall.

Mapping to Zendesk

Mapping to Zendesk’s ticket import (POST /api/v2/imports/tickets, or create_many for up to 100 at a time):

Plain’s importThread is idempotent, which makes a re-run safe. Front and Help Scout take a conversation with its messages in a similar shape.