Migrate from DoneDone to Zendesk

DoneDone Issues map directly to Zendesk Tickets. The Issue title becomes Ticket Subject, description becomes Ticket Description, and the primary assignee maps to the Zendesk Assignee field. Status maps from the Issue's current Workflow Status to a Zendesk custom status value that we define during scoping. Priority, due date, and created/updated timestamps transfer directly. We preserve the original DoneDone Issue ID in a custom field donedone_issue_id__c for cross-referencing.

DoneDone Projects group Issues under a named Workflow. In Zendesk, Organizations represent company-level entities, and Views provide filtered ticket lists by team or topic. We map Projects to Zendesk Views with ticket field filters matching the Project's Workflow, so agents see only Issues from that Project when working a given View. Alternatively, if the customer uses Organizations to represent business entities, we map Projects to Organizations and create a Project lookup field on Tickets.

Each distinct DoneDone Workflow becomes a Zendesk custom status group. DoneDone allows each Project to define its own Workflow independently, so we enumerate all distinct Workflows across all Projects during discovery and define Zendesk custom statuses for each. Status colors and order migrate from DoneDone Status to Zendesk Status. Transitions are not preserved as automation rules; we document the original transition map for the customer's admin to rebuild as Zendesk Triggers if needed.

DoneDone Tags are flat labels applied to Issues across Projects. Tags migrate to Zendesk Tags as a flat string array on each Ticket. DoneDone does not support tag hierarchy or categories, so no transformation is needed. Tags from DoneDone become searchable and filterable in Zendesk's tag management.

DoneDone Saved Replies are template text snippets agents use for recurring responses. In Zendesk, the equivalent is Macros. We map Saved Reply content to Zendesk Macro text and subject, mapping dynamic placeholders like {{customer_name}} to Zendesk's {{ticket.requester.name}} syntax. The customer reviews and categorizes Macros post-migration; we deliver the full macro inventory with category suggestions.

DoneDone distinguishes public customer-visible comments from private internal comments. We map private comments to Zendesk Internal Notes on the Ticket. This is a required mapping because exposing internal team discussions to end customers is a data-privacy risk. We confirm the target field with the customer during the scoping call and apply this mapping by default.

DoneDone Issues support multiple watchers plus a primary assignee. Most destination platforms, including Zendesk, support only a single assigned user per ticket. We map the primary watcher from DoneDone to the Zendesk Assignee field. The full watcher list migrates as a multi-select custom field donedone_watchers__c. Customers should verify that their Zendesk workflow does not rely on single-assignee semantics for routing or escalation. If the customer uses Zendesk's CC model, we can optionally add remaining watchers as CC requesters on the Ticket.

DoneDone stores attachments via Google Drive integration URLs pointing to the native file store. We download each attachment and re-upload it to Zendesk as a Ticket Attachment using the Zendesk Attachments API. File name, size, and uploader metadata migrate alongside the binary. Attachments exceeding Zendesk's 50 MB per-file limit are flagged for manual handling during scoping.

DoneDone Issues can reference other Issues as linked sub-tasks or related items with relationship semantics (parent-child, blocks, relates-to) that vary across Projects. We preserve the raw linked-Issue IDs and original relationship type as a custom field donedone_related_issues__c on each Ticket. The customer decides during scoping whether to create Zendesk custom ticket fields to represent the specific relationship types or leave them as raw ID references in the custom field for manual linking post-migration.

Every DoneDone Issue carries a timestamped history log of field changes (status transitions, assignee changes, priority changes, description edits). We export this as a chronological array of change events and replay it as internal comments on the Zendesk Ticket with the timestamp and actor preserved. This ensures the full audit trail is available to agents reviewing the Ticket in Zendesk.

DoneDone Projects define default Fixer (primary developer) and Tester roles. These are User references on each Issue. We match DoneDone Users by email address against the Zendesk User table. Users without a matching Zendesk account go to a reconciliation queue for the customer's admin to provision before record import resumes.