Migrate from Foqal to Zendesk

Foqal Tickets map directly to Zendesk Tickets. The Foqal ticket ID is preserved as a custom field zendesk_ticket_migration_src_id for cross-referencing. Status, priority, assignee, and timestamps transfer directly. We use Zendesk's /imports/tickets endpoint for historical tickets to avoid triggering automations and email notifications during the load phase.

Foqal Conversation messages attached to a ticket are extracted from the GraphQL API response and merged into Zendesk Comments on the corresponding ticket. Each Comment preserves the original author (resolved to a Zendesk User), the message body, the timestamp, and whether the message is public or internal. Threading order is maintained by sorting on the original Foqal timestamp before inserting. Attachments referenced in Foqal messages are downloaded and re-uploaded to Zendesk as ticket comments.

Foqal agent records (name, email, role, team assignment) map to Zendesk User records. The Foqal agent ID is stored on the Zendesk User as a custom field foqal_agent_id__c. We resolve agents by email match against the Zendesk user table. Agents on Foqal's Free plan who are inactive or archived are flagged during scoping; the customer decides whether to provision them as Zendesk end users or inactive-only records for historical attribution.

Foqal Teams map to Zendesk Groups. Team membership (agents assigned to a team) is preserved as Group membership in Zendesk. If the Foqal team has an associated SLA policy, we document the SLA assignment for manual recreation as a Zendesk SLA Policy attached to the corresponding Group. Team-level routing rules are captured in the automation inventory, not migrated directly.

Foqal SLA configurations (TTFR targets, wait times, tier definitions) are exported as structured settings. We map these to Zendesk SLA Policies, which are attached to Zendesk Groups rather than Teams. The customer configures the SLA attachment to Groups during the migration handoff. Zendesk SLA Policies support First Reply Time and Next Reply Time metrics matching Foqal's tier structure.

Foqal automation rules (routing, approvals, SLA triggers) are configuration-level records not exposed as queryable API objects. We export available workflow definitions from Foqal's UI-level settings where accessible and deliver a written inventory of each automation with its trigger, conditions, actions, and a recommended Zendesk Trigger or Macro equivalent. Zendesk Triggers and Macros are rebuilt by the customer's admin post-migration; we do not migrate them as executable code.

Foqal ApprovalRequest objects use a URN identifier format and are referenced by workflow approval chains. We extract the ApprovalRequest URN and the related ticket context, then document the approval chain structure. In Zendesk, approval workflows require rebuilding using business rules, custom fields, or a third-party app from the Zendesk Marketplace; there is no native approval object equivalent.

Foqal's HubSpot bidirectional sync maintains relationships between Companies, Deals, Contacts, and ticket context. These relationships are documented as connection maps with source record IDs preserved in custom fields on the migrated tickets. The customer reconfigures HubSpot-to-Zendesk sync post-migration using Zendesk's native HubSpot integration or a certified connector from the Zendesk Marketplace.

Foqal Jira and ServiceNow connections store ticket-linked external references. We preserve the external system ticket ID as a custom field on the migrated Zendesk ticket for cross-referencing. The customer rebuilds the integration using Zendesk's standard integration framework for each target system.

Foqal productivity and CSAT reports are computed from ticket data at query time and are not exportable as standalone data objects. Historical ticket data migrates to Zendesk with full metadata, enabling the customer to rebuild equivalent reports in Zendesk Explore using the same underlying fields. We deliver a written mapping of each Foqal report metric to its Zendesk Explore equivalent for the customer's admin to configure.