Migrate from ClickDesk to Zendesk

ClickDesk helpdesk tickets map directly to Zendesk Tickets. Subject, description, status, priority, and agent assignment transfer as standard Ticket fields. ClickDesk's Open/Closed status maps to Zendesk's Open/Pending/Solved/Closed status set, with the original ClickDesk status preserved in a custom field cdk_original_status__c for reconciliation. Tickets created via the offline message queue import as Zendesk Tickets with source = 'offline' and the original creation timestamp preserved.

ClickDesk live chat sessions thread into Zendesk as comments on the parent Ticket. Each chat message becomes a Zendesk Comment record, with the visitor name, agent name, and message timestamp preserved as comment metadata. If a ClickDesk chat has no linked ticket, we create a Zendesk Ticket with subject = 'Chat: [visitor name] - [date]' and thread all messages into it. The chat widget URL and visitor IP are stored in custom Ticket fields.

ClickDesk agent profiles (name, email, department, online/offline status) map to Zendesk Users. We use email as the dedupe key. Role and permission levels do not transfer — ClickDesk's granular permission model (scoring 9.5 on G2) has no 1:1 Zendesk equivalent, so agents default to Agent role and the customer admin configures custom roles post-migration in Zendesk Admin Center under People > Configuration > Roles.

ClickDesk departments (e.g., Sales, Support) map to Zendesk Groups. We create each Group in Zendesk before importing agents, then assign the mapped agent User records to the corresponding Group during import. Department-level routing rules from ClickDesk become Zendesk Group-based routing or trigger conditions documented in the migration handoff.

ClickDesk canned responses are short text snippets with category labels. There is no programmatic export path, so we extract them as a structured CSV during discovery (category, title, body text). The CSV becomes a Zendesk macro inventory document that the customer's admin imports manually into Admin > Macros > Create Macro. We do not perform automated macro import because ClickDesk does not expose a canned response API endpoint.

ClickDesk's Social Toolbar pulls Facebook and Twitter messages into the agent inbox. We export these as conversation records with the channel source preserved in a custom field cdk_social_source__c ('facebook' or 'twitter'). Messages thread into the corresponding Zendesk Ticket if a ticket relationship exists, or create a new Ticket with the social channel as the requester channel. Zendesk requires the Facebook or Twitter channel app to be installed and configured to receive new messages; historical social messages import as read-only records.

ClickDesk's embedded browser telephony produces call records embedded in chat history (duration, direction, agent). We parse these records and either create Zendesk Talk Call Log entries (if the customer licenses Zendesk Talk) or add them as private comment records on the related Ticket with call metadata in custom fields. Call recordings do not transfer because ClickDesk stores them in a proprietary format with no export mechanism.

ClickDesk visitor and chat tags export as flat label arrays. We map them to Zendesk Ticket Tags. If a customer used tags for ticket categorization, we recommend reviewing the tag taxonomy before migration — Zendesk auto-applies tags based on custom field values, so some ClickDesk tags may overlap with Zendesk's built-in tagging behavior.

ClickDesk reporting data — chat volume, average response time, agent handle time, satisfaction scores — is visible in the dashboard but has no export mechanism. We capture screenshots of key reports during discovery and include them in the migration handoff package as a reference. The customer manually transcribes or screens-captures any business-critical historical metrics. Zendesk prebuilt reports cover support metrics post-migration from day one.

The ClickDesk chat widget (appearance theme, trigger rules, proactive message content, offline form settings) is stored in ClickDesk configuration with no export path. Widgets must be re-created manually in Zendesk. We provide a widget-recreation checklist as part of the migration handoff covering theme settings, trigger behavior, proactive message text, and offline form fields for the customer's admin to configure in Zendesk Admin > Channels > Classic > Widget.