Migrate from Agile CRM to Zendesk

Agile CRM Helpdesk Cases map directly to Zendesk Tickets. The Case subject becomes Ticket Subject, case description becomes the initial ticket comment, and conversation threads migrate as Zendesk ticket comments in chronological order. We use the Zendesk Tickets API with batch chunking to handle ticket creation in ordered sequence, preserving the original timestamp on each comment. Case status (Open, Pending, Resolved, Closed) maps to Zendesk Ticket Status with a custom field case_original_status__c preserving the source value for audit.

Agile CRM Contacts acting as case requesters migrate to Zendesk End Users. Email, name, phone, and custom fields on the contact transfer as Zendesk user fields. The Zendesk user_id becomes the requester_id on each migrated ticket. Any Agile CRM contact that has no associated case is not automatically migrated unless the customer specifies a scope; we surface this during scoping so the contact migration decision is explicit.

Agile CRM Companies map to Zendesk Organizations. Company name becomes Organization name, and address, domain, and custom fields map to Zendesk Organization fields. The Zendesk Organization is then linked to each Ticket where the requester contact belongs to that Company. We resolve the organization-user relationship at migration time using the source contact-company link.

Agile CRM case custom fields (dropdown, text, numeric, date, checkbox) map to Zendesk ticket custom fields of equivalent type. We audit all case custom fields during the pre-migration discovery phase, match their data types to Zendesk field types (dropdown to drop-down, text to text, checkbox to checkbox), and pre-create the Zendesk field definitions before migration begins. Field IDs in Zendesk are numeric and must be referenced by ID rather than name during API import.

Agile CRM Groups (team-based access partitions and helpdesk queues) map to Zendesk Groups. Group membership and assignment rules migrate as Zendesk Group membership. We resolve each Case's assigned Group and map it to the equivalent Zendesk Group by name. If a Zendesk Group does not yet exist, we create it before the ticket migration phase.

Agile CRM Labels used on Cases migrate as Zendesk Tags on the corresponding Tickets. We map all label values to lowercase tag strings. Tags in Zendesk are flat (no hierarchy) whereas Agile CRM labels can be applied per object type; we document the per-object label scope in the migration notes so the customer can validate tag usage post-migration.

Agile CRM Canned Responses (templates for case replies) do not have a public API export endpoint. We identify all active Canned Responses during the pre-migration audit by having the customer export them manually from the Agile CRM admin panel, then we import them into Zendesk Saved Replies via the Zendesk Saved Replies API. This requires customer involvement in the scoping phase.

Agile CRM case conversation entries (agent replies, customer replies, internal notes) map to Zendesk ticket comments. We preserve the author (agent or end user), timestamp, and direction (public or private) on each comment. Internal notes in Agile CRM map to Zendesk internal comments. Comment ordering is preserved using the original Agile CRM activity timestamp.

File attachments on Agile CRM cases migrate as Zendesk ticket attachments via the Zendesk Attachments API. We download binary attachments from Agile CRM using the file export endpoint, store them temporarily, then re-associate them to the correct ticket comment during the comment migration phase. Attachments exceeding Zendesk's 50 MB per-file limit are flagged during scoping.

Agile CRM users assigned as case owners migrate to Zendesk Agents. We match by email address against the Zendesk user table. Any Agile CRM user not yet provisioned in Zendesk goes to a reconciliation queue; the customer's Zendesk admin creates the Agent before record migration resumes. Agents without a match are assigned to a default 'Migration Unassigned' group temporarily.

Agile CRM's SLA enforcement (First Response and Resolution targets per plan) is tracked as custom fields rather than a native object. We migrate these values as custom fields on each ticket. If the customer uses SLA policies in Zendesk (available on Enterprise and high-growth plans), we map the source SLA values to Zendesk SLA Policy conditions and map resolved tickets to the SLA compliance status.

Agile CRM Contacts used for CRM purposes (not as case requesters) do not have a native Zendesk equivalent because Zendesk Support does not include a CRM data model. We migrate these Contacts as Zendesk End Users and flag that CRM-specific fields (lead score, lifecycle stage, deal associations) cannot map to standard Zendesk fields. For teams requiring CRM alongside support, we recommend a parallel Zendesk Sell instance or a separate CRM migration as a follow-on engagement.