Migrate from Enchant to Zendesk

Enchant Conversations map directly to Zendesk Tickets. The conversation subject becomes the ticket subject, and all messages in the thread are created as Zendesk ticket comments in chronological order. Public customer replies map to Zendesk public comments; internal agent notes and shared drafts map to Zendesk internal notes. We preserve the original conversation open timestamp as the Zendesk ticket created_at date and the last message timestamp as the updated_at date. Enchant conversation status (open, resolved, pending) maps to Zendesk ticket status (open, pending, solved) with a status mapping table created during scoping.

Enchant Customer profiles (name, email, phone, company, custom properties, tags) split into two Zendesk records: a Zendesk End User (the requester) and a Zendesk Organization (the company). If the Enchant customer has no associated company, we create the Zendesk End User without an Organization link. The Enchant customer ID is preserved in a custom field enchant_customer_id__c on the Zendesk End User for reconciliation. Custom properties on Enchant customers migrate to Zendesk user fields or custom user fields depending on field type compatibility.

Enchant Inboxes map to Zendesk Groups. During scoping, we document every Enchant inbox, its assigned agents, and any inbox-level routing rules. Each inbox becomes a Zendesk Group with the same name and agent membership. Inboxes with complex routing rules that cannot be represented by simple group membership are flagged for Zendesk Flow rebuild. Agents assigned to an inbox are mapped to the corresponding Zendesk Group during user migration.

Enchant Channels (email, phone, SMS, WhatsApp, Facebook, Instagram, Twitter) map to Zendesk ticket channel metadata. Email channel conversations set the Zendesk ticket channel to Email; phone channel conversations set it to Voice; SMS and WhatsApp map to Channel ID 17 and 19 respectively in Zendesk. We preserve the original channel on each ticket comment using Zendesk's channel field so that agents can see which channel the customer originally contacted through. Phone conversations require additional handling for any associated call recordings and voicemail attachments.

Enchant agent profiles (name, email, role, availability) map to Zendesk Agent accounts. We resolve agents by email match. Enchant Admin agents map to Zendesk Admins; Enchant Agent roles map to Zendesk Agents. Enchant's availability settings (online, away, offline) do not have a direct Zendesk equivalent and are not migrated. Any Enchant agent without a matching Zendesk user is held in a reconciliation queue for the customer to provision before record migration continues.

Enchant Knowledge Base public articles migrate to Zendesk Guide articles. Article content, categories, and publication status transfer. Enchant internal snippets migrate to Zendesk internal knowledge base articles with draft status. We preserve article author, creation date, and last updated date. Attachments embedded in Enchant articles are downloaded and re-uploaded to Zendesk. Article URLs change post-migration because Zendesk Guide generates new slugs; we deliver a redirect map of Enchant article URLs to Zendesk article URLs so existing inbound links and bookmarks do not break.

Enchant KB categories map to Zendesk Guide sections. The category hierarchy (parent categories containing child categories) maps to Zendesk's section nesting structure. We attempt to preserve the same depth up to Zendesk Guide's nesting limits (categories > sections > subsections, with up to three subsection levels on Enterprise).

Enchant tags on conversations and customers migrate to Zendesk tags. Tags are preserved as string values and applied to the corresponding Zendesk tickets and end users. Multi-tag associations per record migrate as multiple tag entries in Zendesk. Zendesk's tag limit of 200 tags per ticket is checked during migration; any conversation exceeding this threshold is flagged for manual review.

Enchant CSAT ratings (1-5 stars or thumbs up/down) attached to resolved conversations migrate to Zendesk ticket satisfaction ratings. The rating value and any customer comment transfer as the Zendesk CSAT record linked to the originating ticket. Historical rating distributions are preserved for continuity in post-migration reporting. Note that Zendesk's CSAT feature requires the Survey add-on or a specific Suite tier to access the satisfaction rating object programmatically.

File attachments in Enchant conversations are extracted, downloaded with their original filenames preserved, and re-uploaded to Zendesk as ticket comments. Attachments are linked to the specific Zendesk comment that contains the attachment reference. Attachments stored in third-party integrations (e.g., Google Drive links embedded in conversation messages) are preserved as plain text URLs since the external file itself does not migrate. Phone channel call recordings and voicemail attachments require a separate extraction pass from Enchant support during scoping and are mapped to their originating Zendesk tickets as attachments.