Migrate from Dossier Inbox to Zendesk

Dossier Inbox Conversations map to Zendesk Tickets. Each conversation's subject becomes the Ticket subject, created date becomes Ticket created_at, and the conversation thread ID is preserved in a custom Ticket field di_conversation_id__c for audit traceability. We resolve the correct Zendesk Requester (end user) by matching the conversation's primary contact email against the imported Contact records. Open and pending statuses map to open and pending in Zendesk; closed statuses map to closed in Zendesk.

Individual messages within a Dossier Inbox Conversation map to Zendesk Ticket Comments. Sender type (customer vs team member) determines whether the Comment is marked as public (requesters see it) or internal (agents only). Timestamp ordering is preserved by setting the Comment created_at to the original message timestamp. If a message was marked as internal note in Dossier Inbox, we create an internal Zendesk Comment to maintain that visibility distinction.

Dossier Inbox Contact records (name and email from conversation participants) map to Zendesk End Users. We deduplicate by email address during import using Zendesk's user lookup by email. Name, email, and any contact metadata become End User attributes. If a contact appears across multiple conversations, we merge into a single Zendesk End User record rather than creating duplicates.

Dossier Inbox group inboxes (e.g. [email protected]) become Zendesk email channels configured under Admin > Channels > Email. We export the mailbox name and email address, then configure the corresponding Zendesk inbound email routing so that emails arriving at that address create Tickets in the correct group queue. This step requires the customer to have the Zendesk mailbox credentials before migration begins.

Dossier Inbox Team Members (name, email, role) map to Zendesk Agents. We match by email against the Zendesk User table and resolve OwnerId references on migrated Tickets. Any Dossier Inbox Team Member without a matching Zendesk Agent account is held in a reconciliation queue for the customer's admin to provision before ticket import resumes. Role information from Dossier Inbox maps to a custom field di_original_role__c on the Zendesk Agent profile.

Dossier Inbox conversation labels migrate to Zendesk Tags applied per Ticket. We preserve the original label name as the Zendesk tag value. If the customer used a naming convention for labels (e.g. product-area or priority tier), we document it in the migration mapping sheet. Zendesk supports tag merging post-import if multiple source labels map to the same tag.

File attachments on Dossier Inbox messages export to cloud storage and are re-linked in Zendesk as Ticket Attachments. We handle Zendesk's 50 MB per-attachment limit by splitting oversized batches and noting any file that exceeds this threshold for manual handoff. Inline images within message bodies migrate as embedded content linked to the Ticket Comment.

Website chat widget sessions from Dossier Inbox export as a distinct channel batch. We apply a channel routing flag during import so these sessions land in the Zendesk live chat queue rather than the email queue. Chat session timestamps, customer name, and message transcript map to Zendesk Talk Conversation records and associated Chat Message comments on the linked Ticket. This requires Zendesk Talk to be provisioned in the destination account; if not, chat sessions are imported as Tickets with a chat-source tag.

Dossier Inbox conversation open/pending/closed status maps to Zendesk Ticket Status (New, Open, Pending, Solved, Closed). If the customer used custom status values in Dossier Inbox, we configure corresponding Zendesk Ticket Status options under Admin > Ticket Settings before migration. Status-based routing in Zendesk (e.g. triggers on Pending) is not migrated but is documented for the admin to configure post-migration.

Dossier Inbox does not have SLA policies. We flag this as a configuration step in Zendesk rather than a data migration. During migration scoping, we ask the customer for their target first-response and next-action SLAs so we can configure the Zendesk SLA Policy before go-live. SLA compliance data cannot be backfilled for historical tickets migrated from Dossier Inbox.

Dossier Inbox conversation filters (by label, assignee, status) have no direct equivalent in Dossier Inbox's interface but represent triage logic that teams rely on. We document every Dossier Inbox filter configuration during discovery and deliver a written Zendesk Views setup guide that reproduces the same filter logic in Zendesk's Views builder. This is a configuration deliverable, not a data migration item.

Dossier Inbox does not have a built-in customer satisfaction rating mechanism. If the customer collected CSAT informally (e.g. via follow-up emails), we treat those records as Notes attached to the relevant Ticket rather than as structured Zendesk Satisfaction Ratings. Post-migration, we recommend configuring Zendesk's native CSAT survey under Admin > Satisfaction to capture ratings going forward.