Migrate from eTicket to Zendesk

eTicket Tickets map directly to Zendesk Tickets. The eTicket ticket subject maps to Zendesk subject, ticket status maps to Zendesk status (New, Open, Pending, Hold, Solved, Closed), priority maps to Zendesk priority (Low, Normal, High, Urgent), and the ticket ID is preserved as a custom field or in the ticket description for audit trail. We resolve agent assignment by matching the eTicket agent email against the Zendesk User table; unresolved assignments fall back to a default agent designated during scoping.

eTicket Customer records (end-users who submit tickets) map to Zendesk End-users. We map email address as the primary identifier, name fields to first_name and last_name, and preserve any customer-level custom fields as Zendesk user fields. Customers without an email address require special handling; we assign a generated placeholder during migration and flag them for admin review.

If eTicket customers are associated with companies or organizations, those associations map to Zendesk Organizations. We create the Organization in Zendesk first, then link the User record to it via the organization_id field. eTicket does not have a native organization object; we infer org membership from a dedicated org field or domain-matching logic during scoping.

eTicket Agent records map to Zendesk Users with the agent role. We match by email address and preserve the agent's display name, role (if eTicket distinguishes admin from agent), and group membership. Zendesk requires agents to exist in the system before tickets referencing them can be inserted; we run the User migration phase before the Ticket phase to satisfy this dependency.

eTicket Teams map to Zendesk Groups. We preserve team name and, where eTicket assigns agents to teams, we map team membership to Zendesk Group membership on the User record. Zendesk Groups are the primary routing unit for Views and are referenced by triggers and automations, so group structure must be in place before ticket import begins.

eTicket custom fields map to Zendesk ticket fields. We map field types as follows: eTicket text fields to Zendesk text fields (65,536 character limit); eTicket dropdown to Zendesk dropdown (single-select); eTicket multi-select to Zendesk multi-select; eTicket checkbox to Zendesk checkbox (boolean); eTicket numeric to Zendesk numeric (integer); eTicket date to Zendesk date. Dropdown and multi-select options require CSV import into Zendesk Admin before migration. Fields without a direct Zendesk equivalent are flagged and migrated as private notes or held for admin decision.

eTicket ticket conversations (public and private replies) map to Zendesk ticket comments. Public replies become public comments visible to the end-user; private replies become internal notes. Threading order is preserved by setting the comment's created_at timestamp to the original eTicket timestamp. We batch comment inserts in chunks of 100 per ticket to avoid Zendesk API timeouts on tickets with long histories.

File attachments on eTicket tickets migrate to Zendesk ticket comments as inline or standard attachments. We download attachments from eTicket, re-upload to Zendesk's comment endpoint, and link them to the corresponding comment. Attachments exceeding 50 MB require chunked upload handling. Inline images in ticket descriptions or comments migrate separately as file attachments.

eTicket tags on tickets map to Zendesk tags. We import tags as-is and preserve the tag-to-ticket relationship. Zendesk uses tags for reporting and as trigger conditions, so tag names are preserved exactly. Tags that eTicket uses for internal categorization rather than customer-facing routing are imported without modification.

eTicket knowledge base articles migrate to Zendesk Guide articles. We map article title, body (HTML or markdown converted to Zendesk's article markup), author, creation and update timestamps, and section/category membership. Zendesk Guide must be activated in the destination account before articles can be created. If eTicket uses a folder-based structure, we map folders to Zendesk Sections and preserve the hierarchy. Unsafe HTML (such as embedded video iframes) may be stripped by Zendesk's default security settings; we flag this post-migration for admin review in Guide Settings.

eTicket ticket status values map to Zendesk ticket status values. We configure a status mapping table during scoping: eTicket Open maps to Zendesk Open; eTicket Resolved maps to Solved; eTicket Closed maps to Closed or Archived. Custom statuses in eTicket require Zendesk custom status configuration before migration. We do not map eTicket's workflow-based statuses to Zendesk's ticket status field if eTicket uses a separate status workflow object; those are documented as out-of-scope automation items for admin rebuild.