Migrate from Deskero to Zendesk

Deskero Tickets map directly to Zendesk Tickets. Standard fields (subject, status, priority, assignee, created date, channel) map to their Zendesk equivalents. Thread history (comments, internal notes, attachments) migrate as Ticket Comments preserving the author (agent vs requester) and timestamp. Deskero's multi-channel origin (web, email, chat, social) maps to Zendesk's via channel field. Any Deskero custom fields on tickets are inventoried during scoping and mapped to Zendesk custom_fields entries by field type (text, dropdown, checkbox, numeric, date).

Deskero Customers map to Zendesk End Users (the requester on a ticket) and optionally to Zendesk Organizations if the customer uses organizational grouping. Deskero's Preferred Client flag (boolean) maps to a Zendesk user field or tag depending on the customer's preference. Email, name, phone, and company association migrate directly. If Deskero stores separate company records, those map to Zendesk Organizations with the Customer-to-Organization link preserved as a Zendesk organization membership.

Deskero KB articles map to Zendesk Guide articles. We map article titles, body content, publish status, and category assignments. Deskero category hierarchies map to Zendesk Guide section nesting (Categories > Sections > Articles) with up to five levels supported on Enterprise. We request a sample Deskero KB export during scoping to identify whether article metadata (view counts, last-updated timestamps) is available in machine-readable form; if not, we rebuild the hierarchy from exported content and document any missing metadata for the admin to address post-migration.

Deskero Canned Answers are pre-written response templates stored globally and referenced in ticket history. Zendesk does not have a Canned Answers equivalent — the functional replacement is Macros, which are per-agent or global response templates that insert text into tickets. We export Canned Answer names, content, and category groupings during scoping and deliver a written inventory mapping each to a Zendesk Macro with the recommended folder structure for the customer's admin to build in Zendesk Admin. Canned Answers do not migrate as executable records because Zendesk Macros are defined in the admin interface rather than via API import.

Deskero tags applied across tickets and customers migrate to Zendesk Tags. Tag strings and their associations to records (which tickets or customers carry which tags) are preserved during import. Zendesk stores tags at the ticket level and optionally copies custom field values into tags for reporting; we flag whether the customer wants this dual-storage behavior enabled. Note that Zendesk also automatically creates tags from custom field dropdown values during migration, which may duplicate existing tag strings if not coordinated.

Deskero social monitoring creates standalone mention records that may or may not be linked to a support ticket. During scoping, we ask the customer to decide on disposition: import linked mentions as ticket comments on the associated Zendesk Ticket, import unlinked mentions as standalone tickets, or exclude them entirely. Historical mention sentiment scores and source channel (Twitter, Facebook, etc.) migrate as ticket fields or tags depending on the chosen disposition. This decision point must be resolved before we begin the import pass.

Deskero allows custom fields to be defined independently on the Ticket object and the Customer object. During scoping, we inventory both sets of custom fields separately. Ticket-level custom fields map to Zendesk ticket custom_fields entries. Customer-level custom fields map to Zendesk User fields or Organization fields depending on the destination schema design. If the customer has configured Deskero custom fields on both objects with the same name, we flag any potential field collision and ask the customer to specify whether they should remain separate or be consolidated.

Deskero agents map to Zendesk Agents (and optionally Admins). We resolve by email match against the Zendesk destination account's existing user list. Any Deskero agent without a matching Zendesk user is placed in a reconciliation queue for the customer's admin to provision before record import begins, because assignee and comment-author references require a valid Zendesk User ID.

Deskero workflow rules, SLA settings, and escalation logic are platform-level configuration rather than record data. These cannot be exported as structured data and do not migrate. We deliver a written inventory of every active Deskero workflow with its trigger conditions, actions, and SLA thresholds, mapped to a recommended Zendesk equivalent (Zendesk Triggers, Automations, or SLA Policies). The customer's admin rebuilds these in Zendesk Admin post-migration.

Ticket attachments (files linked to comments and messages) migrate to Zendesk as ContentDocument records linked to the ticket via ContentDocumentLink. We request a sample export to confirm attachment storage method (URL reference vs binary file). Attachments stored as URLs in Deskero are migrated as-is; binary files require a separate file extraction step coordinated with the admin export. Zendesk's 20 MB attachment limit per file is enforced during import.