Migrate from Desku.io to Zendesk

Desku Tickets map directly to Zendesk Tickets with subject, description, status, priority, assignee, and tags preserved. We map Desku's ticket status values (Open, Pending, Resolved, Closed) to Zendesk's status enum. Note that Zendesk automatically transitions Solved tickets to Closed after 28 days via built-in automation and archives tickets after 120 days of Closed status; we flag this for the customer's admin to adjust timing if needed. Original ticket IDs are stored in a custom field zendesk_original_id__c for cross-reference.

Desku conversation messages (agent replies, customer messages, internal notes) map to Zendesk Ticket Comments. We distinguish between public and private comments using Desku's note visibility setting and set the Zendesk public flag accordingly. Timestamps and author references are preserved. Internal notes in Desku land as private comments in Zendesk, visible only to agents.

Desku Contacts (name, email, phone, company, custom properties) map to Zendesk End Users. We use email as the deduplication key. Custom contact properties migrate to Zendesk custom fields on the User object. Desku's contact-to-ticket associations are preserved as requester relationships on the Zendesk Ticket. Note that Zendesk converts suspended contacts to unsuspended during import; suspended contacts cannot be requesters in Zendesk.

Desku Shared Inboxes (grouping tickets by channel or team) map to Zendesk Views with filter criteria matching the original inbox's routing logic. Startup tier limits Shared Inboxes to 5; we flag any count mismatch during scoping. Desku's inbox-level SLA settings require recreation as Zendesk SLA Policies on the target account. Channel-specific inboxes (email, chat, social) are recreated as Views filtered by the channel field or tag.

Desku Knowledge Base articles migrate to Zendesk Guide Articles. We map article sections and categories to Zendesk Guide Sections, preserving the hierarchy where Desku's structure allows. Note that Zendesk Guide requires activation before article import; we advise customers to activate Guide during the sandbox phase. Desku's article publication status (draft, published) maps to Zendesk draft and published states. Enterprise Guide supports subsections up to five levels; we flatten or restructure deeper Desku hierarchies accordingly.

Desku Ticket Tags migrate to Zendesk Tags, preserving tag names as-is. Zendesk automatically creates tags as they appear in the import. Tags used for automation routing in Desku should be identified during scoping so that the customer can rebuild routing logic in Zendesk Triggers or Automations after migration. We do not migrate tag-based automations as code.

CSAT scores and survey metadata attached to Desku tickets migrate to Zendesk Ticket Satisfaction Ratings. Note that CSAT is only available on Desku Team and Business tiers; we flag any Starter-plan accounts with no CSAT data. Zendesk CSAT triggers and survey conditions must be configured post-migration as they are platform configuration rather than data records.

Desku agent records (name, email, role, team assignment, Round Robin settings) map to Zendesk User accounts. We resolve agents by email match. Zendesk role assignment (Admin, Agent, Light Agent) depends on the target Zendesk plan; we coordinate with the customer's admin to assign appropriate roles during provisioning. Round Robin team assignments do not migrate as logic and require Zendesk's native Round Robin routing configuration post-migration.

Desku custom fields on tickets and contacts (name, type, options) map to Zendesk ticket or user custom fields of equivalent type. Drop-down, multi-select, text, checkbox, date, and numeric field types map to their Zendesk equivalents. Zendesk stores custom field values in a custom_fields array keyed by field ID; we use the field ID rather than display name during import to avoid mismatches where multiple fields share similar labels.

Desku Automation Rules are stored as platform-specific JSON configuration and cannot be directly imported into Zendesk. We export the automation logic as a structured JSON bundle including trigger conditions, actions, and delay settings. Customers use this bundle as a reference blueprint to rebuild equivalent triggers and automations in Zendesk Admin. Automations are not migrated as code.

Eva AI chatbot conversational flows built in Desku's drag-and-drop builder are platform configuration stored as JSON. We export the flow definitions as a JSON bundle. Zendesk's bot builder uses a different flow architecture; the exported bundle serves as a functional reference for the customer's admin or a Zendesk implementation partner to rebuild the bot. Bot flows are not migrated as code.

Desku's live chat widget configuration (branding, form fields, custom inputs) is exported as a configuration bundle. The widget embed code itself is tied to Desku's infrastructure and must be replaced with Zendesk's Web Widget snippet at cutover. We sequence the widget replacement so that the new Zendesk widget is live before the Desku widget is disabled, minimizing any gap in chat availability for customers.