Migrate from Euphoric.ai to Zendesk

Euphoric.ai Conversations map directly to Zendesk Tickets. The conversation message thread migrates as Zendesk Comments in chronological order, preserving the from/to structure. We map Status (Open, Snoozed, Closed) to Zendesk Ticket Status, Assignee to Zendesk Assignee (via email lookup), and Labels to Zendesk Tags. If the destination Zendesk plan supports it, we set the Ticket Requester to the mapped Contact email.

Euphoric.ai Contact records (name, email, phone) map to Zendesk End User records. We use email as the dedupe key. If the same email appears across multiple Euphoric Conversations (a returning customer), we consolidate into a single Zendesk User rather than creating duplicate requester records.

Euphoric.ai Labels (Open, Snoozed, Closed, and custom labels) map to Zendesk Tags. We preserve the full label taxonomy and apply all labels to the migrated ticket so that agents can filter by channel origin (e.g., label_email, label_whatsapp) in Zendesk Views. Label-to-tag mapping is a direct string transfer; no logic is lost because Labels in Euphoric are descriptive tags, not routing rules.

Euphoric Inboxes (1, 5, or 20 depending on tier) are the top-level routing containers. Zendesk does not have an inbox equivalent object — it uses Views for queue organization. We map each Euphoric Inbox to a Zendesk View filtered by the corresponding tag (e.g., inbox=email maps to tag:inbox_email). If a team used one Inbox per channel as a Standard-plan workaround, we consolidate into Views filtered by channel tag rather than preserving inbox fragmentation.

Euphoric.ai Assignee IDs map to Zendesk Agent users by email address lookup. If the destination Zendesk instance does not have a matching user for a given Assignee email, the ticket lands unassigned with a flag in the reconciliation report. We do not create Zendesk users during migration; the customer's admin provisions agents before cutover.

Euphoric.ai Knowledge Base Articles map to Zendesk Guide Articles. We extract article content, section/category assignment, and internal/external visibility flags and map them to the corresponding Zendesk Guide Section. Zendesk Guide is a separate product from Zendesk Support — we confirm the customer has Guide enabled and migrate into the correct Help Center locale during import. Article author attribution maps to the Zendesk admin user creating the import.

Call Logs are only available on Euphoric.ai Pro Plan ($45/seat). Standard and Plus plan accounts have no call records regardless of whether Built-in Phone is active. For Pro-plan migrations, we map Call Logs to Zendesk Tickets with TaskSubtype=Call or to Voice comments depending on whether the destination Zendesk instance has Talk provisioned. Duration, disposition, and timestamp migrate to custom ticket fields.

EuphoricGPT-generated conversation summaries are read-only metadata in Euphoric.ai with no edit or delete path. We carry these summaries as internal notes on the migrated Zendesk ticket, prefixed with [Euphoric.ai AI Summary]. If Zendesk Advanced AI is active on the destination, it may generate its own ticket summary, resulting in two summarizations on the same record. We flag this overlap in the delivery report.

Euphoric.ai Response Templates (pre-written responses with optional channel filters) map to Zendesk Macros. Template body content migrates as the Macro body. Template logic (auto-apply versus manual insert) does not transfer — Zendesk Macros are manually applied by agents by default, with automations handled separately via triggers and automations.

Euphoric.ai Reporting is aggregate and ephemeral — calculated on demand from Conversations rather than stored as independent records. There are no report configuration exports, saved reports, or dashboard definitions available. We do not migrate reporting data. We deliver a written map of the Euphoric reporting categories observed in the source export so the customer's Zendesk admin can rebuild equivalent Explore dashboards post-migration.