Migrate from ConnectWise PSA to Zendesk

ConnectWise tickets map 1:1 to Zendesk tickets. Subject, description, status, priority, and type migrate directly. The ConnectWise service board assignment surfaces as a custom ticket field in Zendesk since Zendesk has no native multi-board queue equivalent — your team decides whether to route tickets using views filtered on that field.

ConnectWise ticket notes and time entries map to Zendesk ticket comments. Original timestamps and author attribution are preserved. ConnectWise's internal notes become Zendesk internal public comments. Billable time entries can be stored as comments with a billable flag or in a custom field depending on your time-tracking workflow.

ConnectWise companies map to Zendesk organizations. Company name, address, phone, and website migrate directly. Multi-location companies in ConnectWise may need location-specific fields in Zendesk since Zendesk organizations do not natively support hierarchical location trees. Location details can be stored as separate address fields or combined into the primary address field depending on your reporting structure.

ConnectWise contacts map to Zendesk end users. Email, first name, last name, phone, and mobile phone migrate directly. ConnectWise contact type (Customer, Vendor, etc.) maps to a custom field in Zendesk. Communication preferences and address details migrate to custom fields where Zendesk's native user attributes do not cover them.

ConnectWise service boards have no native Zendesk equivalent. We create a custom ticket field (e.g., Service_Board__c) and map each ConnectWise service board name to a field value. Your team configures Zendesk views filtered by this field to replicate service-board-based routing. Alternatively, one view per service board can be created with specific agent group assignments.

ConnectWise time entries with billable flags and work type classifications require custom fields in Zendesk since Zendesk's native time tracking is limited. Billable hours, hourly rates, and work type name are preserved as ticket custom fields. For teams that need time tracking for billing, we recommend pairing Zendesk with a time-tracking app post-migration.

ConnectWise SLA definitions with calendar-aware business hours and ticket-type-specific targets require metric-level mapping to Zendesk SLA policies. SLA name, business hours configuration, and first reply / resolution targets map value-by-value. ConnectWise's agreement-linked SLA conditions need to be surfaced as ticket custom fields in Zendesk since Zendesk SLA policies are not tied to agreements.

ConnectWise members with PSA roles map to Zendesk agents. Email-based matching resolves owner assignments — ConnectWise member email matched to Zendesk agent email populates the ticket assignee. Unmatched owners are flagged before migration for manual assignment or invitation to Zendesk.

ConnectWise user groups map to Zendesk groups. Agent membership assignments are preserved. Note that Zendesk groups do not have a hierarchical structure — flat groups only. If your ConnectWise groups have a hierarchy, the parent-child relationship is flattened in Zendesk.

ConnectWise service agreements have no native Zendesk equivalent. Agreement name, type, and reference number are stored as a custom field or tag on related tickets for billing reconciliation. For teams that need agreement-linked SLAs, the agreement reference is mapped to the custom SLA policy field.

ConnectWise invoices and billing records lack a native Zendesk home. We preserve invoice reference numbers and amounts as custom fields or tags on related tickets. Comprehensive billing migration typically requires a separate project or integration with an accounting platform post-Zendesk go-live.

ConnectWise PSA custom ticket fields map to Zendesk custom fields. Field type matching is applied: pick-lists to drop-downs, text areas to text areas, number fields to number fields. Value mapping is applied for pick-list fields where the option sets differ between platforms.

ConnectWise ticket attachments and inline images migrate to Zendesk ticket attachments. Files are re-uploaded to Zendesk's file storage. Inline images embedded in ConnectWise notes are extracted and re-hosted in Zendesk. Zendesk's 20MB per-file limit applies; files exceeding this are flagged for manual handling.

ConnectWise product catalog items referenced on tickets map to a custom field or the Zendesk Objects feature where available. Product name, SKU, and description are preserved. Teams that use ConnectWise's product catalog for billing will need to rebuild product references in their post-migration billing workflow.