Migrate from Faveo Help Desk to Zendesk

Faveo Tickets map directly to Zendesk Tickets. The Faveo ticket ID is preserved in a custom Zendesk field external_ticket_id__c for cross-system reference. Status, priority, type, assignee (agent_id), requester (customer_id), and thread timestamps migrate directly. Internal notes and public replies are preserved as Zendesk Comment records with the author set to the mapped Agent user. Closed-ticket resolution times are stored as custom fields calculated from created_at and updated_at.

Faveo Customers map to Zendesk End Users (the Users object with role=end-user). We map name, email, phone, and any custom user fields. Email serves as the dedupe key during import. If a customer appears in multiple tickets, we deduplicate to a single Zendesk user and link all historical tickets. Customer organizations are preserved as Zendesk Organization lookups on the user record.

Faveo Agents map to Zendesk Agents (Users with role=agent). Agent name, email, status (active/inactive), and role (admin vs agent) migrate directly. Skill-based routing configurations from Faveo Startup and SME tiers are documented for the customer's Zendesk admin to configure in Zendesk's Skills and Routing settings post-migration. Admin-flagged Faveo agents map to Zendesk admin users.

Faveo Organizations map to Zendesk Organizations. The org name, domain names, and custom organization fields migrate directly. Faveo allows organizations to have nested hierarchies; Zendesk Organizations are flat, so we map the top-level organization and preserve any child-org relationship as a custom field parent_organization__c for reporting purposes.

Faveo Labels (color-tagged categorizations via v3/api/label) map to Zendesk Tags. The color metadata on Faveo labels has no Zendesk equivalent, so color assignments are captured in a custom field original_label_color__c on the ticket for admin reference. Tags on Faveo tickets transfer as Zendesk tag strings on the ticket object. Faveo's label ordering (position field) is not supported in Zendesk's tag model and is documented separately.

Faveo SLA policies (enforced via v3/api/get-enforcer/sla/{slaId}) contain name, response/resolution times, matchers (all/any conditions), and escalation rules. There is no documented public export endpoint for SLA configuration, so we enumerate them via admin-scoped API access and deliver a written SLA policy inventory with recommended Zendesk SLA Policy equivalents. Zendesk SLA Policies are rebuilt in the Admin Center using Business Hours, first reply time, next reply time, and resolution time milestones.

Faveo shared custom ticket fields (dropdown, text, date, number types) enumerate via the Internal API under admin scope. We map each field to a corresponding Zendesk custom field (field type matched: dropdown to tagger, text to text, date to date, number to integer). The custom field ID in Zendesk Admin is captured and stored in our migration manifest for the field mapping configuration step. Custom fields tied to Faveo Custom Ticket Sections are mapped individually with the section context preserved in the field label for admin clarity.

Faveo Custom Ticket Sections group shared fields into logical admin-panel categories. Zendesk has no section grouping equivalent for custom ticket fields in the Admin interface. We flatten section groupings by mapping each section's fields as individual Zendesk custom fields, appending the original section name to the field description for admin traceability. If the customer wants section grouping in Zendesk, it requires a Zendesk app or manual field organization post-migration.

Faveo Workflows are stored as condition-action pairs (auto-assignment, status changes, SLA triggers) in the database with no documented public export format. We enumerate active workflows via database queries (self-hosted) or API exports (cloud) and deliver a written Workflow Inventory document with each rule's trigger conditions, actions, and a recommended Zendesk Trigger or Automation equivalent. The rules are not migrated as executable code; the customer's Zendesk admin rebuilds them in the Admin Center.

Faveo KB Articles with category assignments and publish status migrate to Zendesk Help Center Articles. Article content migrates as HTML or Markdown body text. Faveo categories map to Zendesk Help Center Sections; categories without a section counterpart are created in Zendesk during schema setup. Article author, publish status, and position order transfer. Embedded media references are rewritten to point to Zendesk's attachment upload URLs post-migration.

Faveo Canned Responses (per-agent and global templates) map to Zendesk Macros. The template body, subject (if applicable), and usage scope (global vs agent-specific) transfer directly. Faveo merge-field syntax ({{ticket.customer.name}}) is translated to Zendesk macro placeholder syntax ({{ticket.requester.name}}). Agent-scoped Fanned-out macros in Zendesk inherit the same agent restriction as the Faveo original.

Faveo attachments are stored as blobs in the file-system directory alongside database records. We download all attachment files, upload them to Zendesk via the Attachments API (POST /api/v2/tickets/{id}/attachments), and relink them to the correct ticket comment using the returned token. For self-hosted Faveo migrations, we archive the entire Faveo files directory before extraction to ensure no blob is orphaned. File size limits (50 MB per attachment on Zendesk) are enforced and oversized files are flagged for admin review.