Migrate from Akio.Cx to Zendesk

Akio.Cx Ticket records map to Zendesk Tickets. We map ticket_id to the Zendesk ticket ID (preserved in a custom field akio_original_id__c for cross-reference), status from Akio's status enum to Zendesk's ticket_status values (open/pending/solved/closed), priority to Zendesk priority, and assignee to the resolved Zendesk User. Channel origin (voice, email, chat, SMS, social) from Akio's channel field maps to a Zendesk custom field and tag so the original channel is queryable post-migration.

Akio.Cx Contact records map to Zendesk End Users. Email, phone, company affiliation, and custom contact fields migrate to Zendesk user fields or custom user fields. We use email as the dedupe key during import. If the customer uses Zendesk's Organization feature, we map Akio's company affiliation to Zendesk Organizations and link the User record to the Organization at import time.

Akio.Cx Agent profiles map to Zendesk Agent users. We map role (agent, supervisor, admin) to Zendesk's Agent, Admin, or custom role equivalents. Team assignments from Akio map to Zendesk Groups, with supervisors mapped to Group membership. Active agents require a matching Zendesk user record provisioned by the customer's admin before the migration phase begins.

Akio.Cx Team structures map to Zendesk Groups. Team supervisor relationships and hierarchical team layouts map to Group membership with agents assigned to their respective groups. We preserve supervisor assignment by mapping the Akio team supervisor to a Zendesk Group membership with the corresponding agent role.

Akio.Cx conversation message threads map to Zendesk Ticket Comments. Each message in the thread becomes a Zendesk comment with body, author (mapped to the Zendesk User), and created_at timestamp preserved. Internal notes from Akio map to Zendesk's internal comment visibility. We maintain chronological thread ordering by sorting on the original Akio timestamp before bulk comment insertion.

Akio.Cx custom fields on Tickets and Contacts are fully customer-defined and vary by configuration. We perform field-level discovery during scoping, generating a custom field mapping table that specifies each Akio field name, data type, and its Zendesk custom field equivalent. Drop-down fields map to Zendesk dropdown or tag-based fields; multi-select maps to tag or multi-select. Required field settings in Zendesk are temporarily relaxed during import to prevent rejection, then reinstated after migration.

Akio.Cx KB articles with category assignments map to Zendesk Guide Help Center articles. Article content, status (draft/published), and section assignments map to Zendesk article body, draft/published status, and Help Center section. Zendesk Guide must be activated before import per Zendesk requirements. Section hierarchy (categories and sections) is recreated in Zendesk's Section structure before articles are inserted.

Tags applied to Tickets and Contacts in Akio.Cx migrate as Zendesk tags. Tags used for ticket categorization or routing context are preserved as string arrays and re-applied to the corresponding Zendesk tickets during import. Tags from Akio Insights (sentiment, topic labels) migrate as read-only tags for historical reference.

Akio.Cx SLA rules defining response and resolution windows per priority level and channel are extracted as configuration data during discovery. We document the full SLA policy matrix (priority-to-SLA mapping, channel-specific windows, business hours) and deliver it as a written specification for the customer's Zendesk admin to configure in Zendesk's SLA Policies feature post-migration. SLA policies cannot be directly exported from Akio.Cx.

Akio.Cx inbound call routing, queue assignment, and IVR tree structures are extracted as configuration documentation during discovery. We capture the IVR menu structure, queue-to-agent mappings, and routing logic in a written inventory. Complex nested routing trees require manual recreation in Zendesk or through Zendesk Sunshine Conversations; we flag simplification opportunities where Akio's routing logic exceeds Zendesk's native routing capability.