Migrate from FocalScope to Zendesk

FocalScope Tickets map directly to Zendesk Tickets. The full email thread history (public and private comments) migrates as Zendesk comments, with the FocalScope agent notes preserved as internal Zendesk comments. Ticket number is stored as a custom field focalscope_ticket_number__c for cross-reference since Zendesk assigns its own sequential IDs. Priority, status, and channel origin fields map to Zendesk equivalent fields.

FocalScope Contacts map to Zendesk End Users. Standard fields (name, email, phone) migrate directly. Custom field values defined on FocalScope Contacts map to Zendesk user fields. Where FocalScope stores secondary email addresses or social handles, these migrate to custom user fields. FocalScope Contact categories that classify the contact (not tickets) map to Zendesk tags on the User record.

FocalScope channel types (Email, Voice, Live Chat, Facebook, WhatsApp, Telegram) each create tickets with channel metadata. We read the channel property via FocalScope's SOAP API and populate Zendesk's channel field using a custom ticket field that we create during migration setup. Voice tickets additionally carry call log metadata (duration, disposition, recording URL) that we store as custom ticket fields since Zendesk's native voice capabilities require Zendesk Talk.

FocalScope Queues map to Zendesk Groups. Queue names and routing rules are preserved as Group names. Agent assignments within queues map to Zendesk Group memberships. The maximum concurrent ticket limit per queue (a FocalScope configuration) has no direct Zendesk equivalent; we document it as a note for the customer's admin to evaluate via Zendesk's workload management or capacity-based routing if available in their Zendesk Suite tier.

FocalScope Agent profiles (name, email, queue assignments, role) map to Zendesk User records with Agent role. We resolve agents by email match. Agents without a matching Zendesk user go to a reconciliation queue before the ticket migration phase begins so that ticket ownership references are valid. FocalScope agent performance metrics (wallboard data) are extracted as reporting context but do not map to Zendesk standard user fields.

FocalScope Standard Responses (canned reply templates scoped to queues or categories) migrate to Zendesk Macros. The template body, subject line, and attachment references transfer directly. We map queue-scoped FocalScope Standard Responses to Zendesk Macros scoped to the equivalent Group. Category assignment in FocalScope becomes a Zendesk macro category name for organizational parity. Standard Responses attached to specific channel types are flagged in the inventory so the admin can evaluate Zendesk macro availability by channel form.

FocalScope SLA configurations (response time and resolution time windows tied to ticket priority or queue) migrate as Zendesk SLA Policies. We extract each SLA policy definition including first response, next response, and resolution time thresholds, then reproduce them as Zendesk SLA Policy definitions scoped to the relevant ticket groups and ticket forms. SLA breach notifications require manual configuration in Zendesk Triggers post-migration; we document the equivalent trigger logic for the admin.

FocalScope Categories function as ticket-level classification fields exposed via the SOAP API. Where Categories are used as multi-value labels, we map them to Zendesk tags on the ticket. Where they are used as single-select classification (product line, department, account tier), we create a Zendesk custom ticket field of type dropdown and populate the values from the FocalScope category list. The customer's admin chooses the preferred representation during scoping.

FocalScope knowledge base articles and their category hierarchy migrate to Zendesk Help Center sections and articles. Article content, author, and publication status transfer directly. FocalScope article attachments migrate as Zendesk article attachments. URL redirects from FocalScope article slugs require manual configuration in Zendesk Help Center redirect settings post-migration; we deliver a redirect map listing every source FocalScope URL and the recommended Zendesk Help Center equivalent.

FocalScope file attachments linked to tickets or knowledge base articles migrate as Zendesk attachments. In Zendesk, attachments are added only to comments (or article bodies), not directly to ticket records. We re-associate every attachment to the corresponding Zendesk comment that represents the original email or chat message. Attachments exceeding Zendesk's 50 MB per-file limit are flagged and documented for the customer to store in external object storage if needed.