Migrate from Deskhero to Zendesk

Deskhero Tickets map directly to Zendesk Tickets with Subject, Description, Status, Priority, Requester, Assignee, Group, and timestamps preserved. Conversation messages migrate as Zendesk Comments in chronological order. Deskhero custom ticket fields map to Zendesk custom ticket fields by type (text, numeric, dropdown, checkbox) — field definitions must be pre-created in Zendesk before migration so that field IDs are available for value mapping. Deskhero ticket ID is preserved in a custom field deskhero_ticket_id__c for cross-reference.

Deskhero Conversation messages migrate as Zendesk Ticket Comments. Each message carries its author (agent or end-user), timestamp, body content, and internal/external visibility flag. Internal notes in Deskhero map to Zendesk internal comments. Attachment references migrate as Zendesk attachment URLs pointing to the original Deskhero-hosted files or to a documented fallback URL if Deskhero revokes access post-cancellation. Inline images embedded in message bodies migrate as separate attachment records linked to the comment.

Deskhero Knowledge Base articles map to Zendesk Guide Articles with Title, Body (HTML), Section, Category, Locale, and Attachment references preserved. Zendesk Guide must be activated and a Section and Category hierarchy configured before migration so that articles land in the correct structure. Article author and last-modified timestamps migrate as metadata fields. Articles with scraped page content are migrated as article body text; the original scraped URL is preserved in a custom field source_url__c for reference.

Deskhero never caches Shopify product pricing or stock levels — it queries the Shopify API live at reply time. There are no historical price snapshots to export. We migrate Shopify store references, product ID associations, and the product name context as either Zendesk custom fields on tickets or a Custom Object with product ID, title, and store URL. The destination must re-establish its own Shopify API connection to restore live pricing in AI-drafted replies. Customers relying on Deskhero's Shopify data for reporting should pull historical data from Shopify directly before migration day.

Deskhero custom field definitions (up to 250 on Large plan) migrate as Zendesk custom ticket fields. Field types map as follows: Deskhero text to Zendesk text, Deskhero number to Zendesk integer or decimal, Deskhero dropdown to Zendesk tagger or dropdown, Deskhero checkbox to Zendesk boolean. Multi-select dropdowns in Deskhero map to Zendesk tagger fields with individual tags preserved. Zendesk custom field IDs are generated during pre-creation and used to map field values during the ticket import phase.

Deskhero Groups define team routing and agent permissions and map to Zendesk Groups. We migrate Group definitions and agent membership lists. If Zendesk uses role-based access control with view restrictions, Group membership determines which tickets each agent can access. Agents must be provisioned in Zendesk before Group migration so that user IDs are available for group membership assignment.

Deskhero Lists (segmentation objects with up to 10,000 entries on Large plan) do not have a direct Zendesk equivalent. We migrate list definitions as a Custom Object in Zendesk with name and description, and list entries as records within that object linked by customer email or ID. Alternatively, list-based segmentation can be migrated as Zendesk Tags on the relevant User or Organization records, with the list name preserved as a tag prefix for reconstruction in Zendesk Views or Explore reports.

Deskhero Forms generate tickets from web submissions and map partially to Zendesk Ticket Forms and Request Forms. Form field structure migrates as documentation. The submitted records that created tickets are already captured as Ticket records in the Ticket mapping phase. Zendesk Request Forms are separate portal-facing objects; if the customer needs to rebuild Deskhero forms in Zendesk, we deliver a field-by-field mapping document and recommend using Zendesk's native Request Form builder post-migration.

Deskhero Automation Rules trigger on language detection, tone, or subject conditions to assign, tag, or triage tickets. We deliver a written inventory of every active Automation Rule with its trigger conditions, actions, and recommended Zendesk Trigger or SLA Policy equivalent. Zendesk Triggers use ticket field conditions and actions differently from Deskhero's language-based rules — the customer's admin rebuilds these in Zendesk Admin based on the inventory we provide. Language detection and tone-based routing require Zendesk's AI add-on on Suite Enterprise or a third-party AI integration.

Deskhero Mailboxes (Gmail and Outlook two-way OAuth sync) migrate as configuration documentation only. OAuth tokens and IMAP credentials are tied to Deskhero's session and cannot be exported. We document the mailbox address, folder mappings, and routing rules so that the customer's admin can manually reconnect the mailbox in Zendesk Admin under Channels > Email. We recommend scheduling mailbox reconnection during a low-traffic window to avoid sync conflicts between Deskhero and Zendesk during the parallel-run period.