Migrate from Brisk Support to Zendesk

Brisk Support tickets map 1:1 to Zendesk tickets. We map ticket status (open, pending, resolved, closed), priority (low, medium, high, urgent), assignment to the resolved agent User, created_at and updated_at timestamps, and conversation threads as Zendesk ticket comments. Brisk Support internal notes migrate as private Zendesk comments visible to agents only. The Brisk Support ticket ID is preserved in a custom field brisk_ticket_id__c for audit and cross-reference.

Brisk Support customer records (name, email, phone, company) map to Zendesk end-user profiles. If the customer record has an associated company field, we create or match a Zendesk Organization and link the User via the organization_id field. Email is the dedupe key. Customers without emails are created with a placeholder email and flagged for manual completion post-migration.

Brisk Support company fields on customer records map to Zendesk Organizations. Organization name becomes the Zendesk name field; domain from the customer email is stored for auto-association. Organizations are created before user import so that the organization_id lookup is satisfied at insert time.

Brisk Support agent identities map to Zendesk agent profiles by email match. We extract every distinct agent name and email from ticket assignment and conversation records, then match against the destination Zendesk account's User table. Agents without a matching Zendesk User go to a reconciliation queue for the customer's admin to provision before record import resumes. Role and permission settings do not migrate because Brisk Support does not expose a roles API.

Brisk Support Queues organize tickets by routing scope. Each Brisk Support queue maps to a Zendesk View that filters tickets by status, assignee, or group. We capture queue names and the ticket counts within each during discovery and translate the routing intent (e.g., 'Technical Issues go to Tier-2 queue') into Zendesk View conditions and Group assignments. Views are created in the destination Zendesk account before ticket import so that agents can immediately access the organized ticket set post-migration.

Brisk Support routing rules assign tickets based on conditions and agent weighting. These are platform-specific and have no export format. We document the rule logic (conditions, priority assignment, weighting factors) during discovery as structured notes and deliver a Trigger design document for the customer's Zendesk admin to implement post-migration. Zendesk Triggers use conditions and actions rather than weighting models, so the implementation is a translation rather than a direct map.

Brisk Support escalation rules define time-based escalation paths and are available on Tier 2+. We document the escalation triggers (time elapsed, no response, priority threshold) as structured notes. Zendesk SLA Policies enforce time-based targets on ticket status, and Escalation Triggers fire actions (reassignment, notification) when conditions are met. We deliver a written SLA and escalation design document mapping each Brisk Support escalation rule to Zendesk equivalents.

Brisk Support knowledge base articles migrate to Zendesk Guide articles. We map article title, HTML body content, categories, and publication status (draft, published). Internal links within articles are flagged for manual update post-migration because absolute URLs from the Brisk Support domain break in Zendesk. Article author, timestamps, and view counts migrate as metadata fields.

Brisk Support KB categories map to Zendesk Guide sections. We preserve the category hierarchy and map parent-child relationships to Zendesk section nesting. Section descriptions and locale settings migrate as Zendesk section metadata. The help center must be activated before import per Zendesk Guide requirements.

Brisk Support file attachments migrate as Zendesk ticket comment attachments. We export all current attachment files during discovery before running any record migration, and we verify that files are still accessible (Free tier accounts on inactive plans may have already expired). File names, MIME types, and byte-for-byte content transfer to Zendesk. Links to expired or missing files are flagged as broken-reference notes for the customer's admin to address.

Brisk Support custom ticket attributes (Tier 3 only) map to Zendesk custom ticket fields. We extract the attribute name, data type (text, number, dropdown, checkbox), and per-record values during discovery, then create equivalent Zendesk custom fields in the destination account before migration. Dropdown options map to Zendesk tag values that persist in reporting. If the destination Zendesk account uses the new Custom Objects framework (September 2023+), custom attribute migration follows the modern object model; if the account uses legacy custom objects, we follow the legacy schema approach.