Migrate from Aritic Desk to Zendesk

Aritic Desk Tickets map directly to Zendesk Tickets. We preserve ticket ID (stored as a custom field original_ticket_id__c), subject, description, status (Open/Closed/Pending mapped to Zendesk status values), priority, type, channel source, created_at and updated_at timestamps, and internal notes as private Zendesk comments. Custom ticket fields migrate to Zendesk custom ticket fields. If the source ticket has no assigned agent, Zendesk assigns the configured default agent per Zendesk's import rule.

Aritic Desk Customer records map to Zendesk End Users (User object with role=end-user). Name, email, phone, company, address, and lifecycle timestamps transfer. Customer-to-ticket associations are maintained via the requester_id field on the Zendesk Ticket. Aritic Desk's suspended customer status maps to Zendesk user status; suspended Aritic customers are unsuspended on import per Zendesk's standard import behavior.

Aritic Desk Organization records map to Zendesk Organizations. Name, domain, industry, size tier, and owner assignment transfer. The link between Customer records and their parent Organization is preserved via the organization_id field on the Zendesk User. We deduplicate by domain name during import.

Aritic Desk Agent profiles map to Zendesk user accounts with agent or admin roles. We match by email address and preserve name, role (Admin/Agent), department assignment, and active/inactive status. Any Agent without a matching Zendesk user is held in a reconciliation queue for the customer's admin to provision before the ticket import phase. Aritic Desk's agent-seat billing means every imported agent represents a seat that was previously paid for; we flag the agent count during scoping for final billing reconciliation.

Aritic Desk KB Categories map to Zendesk Guide Categories. Category name, description, and sort order transfer. Zendesk Guide must be activated in the destination account before article import; we confirm activation status during scoping and document this as a pre-migration requirement.

Aritic Desk KB Sections map to Zendesk Guide Sections. Each Section is assigned to its parent Category during import. Section name, description, and sort order transfer. The parent-child relationship between Category and Section is preserved via the section's category_id reference.

Aritic Desk KB Articles map to Zendesk Guide Articles with title, body content, author, creation date, publish status, and section assignment. We preserve the Category > Section > Article hierarchy. Articles containing embedded Aritic-specific dynamic tokens or conditional content blocks are flagged; we extract body text and strip non-portable dynamic elements, handing off the token inventory for the customer's KB team to review and restore with Zendesk variable syntax post-migration.

Aritic Desk Macros migrate as Zendesk Macros with their text content preserved. Dynamic placeholders using Aritic-specific token syntax (e.g., {{ticket.customer_name}}, {{ticket.id}}) do not resolve in Zendesk because Zendesk uses different placeholder variables. We extract macro text as plain templates, flag each macro containing non-portable tokens, and deliver a written inventory with token annotations so the customer's admin can repopulate with Zendesk {{ticket.requester.name}} equivalent syntax.

Aritic Desk SLA policies (first response time, resolution time) and business rules map to Zendesk SLA Policies and associated metric definitions. SLA configuration is documented as structured metadata and handed off for the customer's Zendesk admin to apply in Admin > SLAs because SLA policies in Zendesk reference Zendesk-specific field names, trigger conditions, and schedule configurations that require destination-native setup.

Aritic Desk CSAT scores and survey responses linked to ticket records migrate to Zendesk Ticket Satisfaction Rating objects. Rating value, respondent email, and ticket reference transfer. If the destination Zendesk plan does not include satisfaction ratings, responses land as custom ticket fields with the csat_rating__c and csat_respondent__c naming convention for post-migration reporting.

File attachments on tickets and KB articles are extracted from Aritic Desk exports and uploaded to Zendesk via the Zendesk API or upload endpoint, then linked to the parent Ticket or Article record. Files exceeding Zendesk's 50 MB attachment size limit or unsupported file types are flagged for manual handling. We validate attachment counts against source ticket record counts during reconciliation.