Migrate from FuseDesk to Zendesk

FuseDesk Cases map directly to Zendesk Tickets. We map Case status (open, pending, resolved, closed) to Zendesk Ticket status (open, pending, solved, closed), Case priority to Zendesk priority (low, normal, high, urgent), and assigned Agent to Zendesk assignee_id. All channel thread entries (email, SMS, chat, social, phone) migrate as Ticket Comments in chronological order. Note: FuseDesk strips email subject lines and CC/BCC headers on inbound messages — these fields are not available for import and are documented as a data gap in the migration audit report.

FuseDesk Notes attached to Cases, including inline checklists, migrate as Zendesk internal Ticket Comments. Checklist items are preserved as structured text within the comment body with checkbox prefixes. Public notes (visible to customers) migrate as public Ticket Comments. The parent Ticket is resolved by matching the FuseDesk Case ID to the migrated Zendesk Ticket before comment insert.

FuseDesk Agent records (name, email, role, department membership) migrate to Zendesk Users with the agent role. We match by email address and resolve the Zendesk user_id for use as assignee_id on Ticket records. Agent login credentials cannot be migrated — new agents must be provisioned in Zendesk before migration so that the assignee_id reference is satisfied at insert time.

FuseDesk Departments organize Agents and route Cases. We map Department to Zendesk Group (the standard grouping object for agent team assignment). Case routing rules embedded in FuseDesk Department configuration are not exportable via API — we document the original routing logic in the migration audit so the customer's Zendesk admin can rebuild routing via Zendesk Triggers post-migration.

Email channel messages in FuseDesk migrate as Zendesk Ticket Comments with the author set to the requester (end-user) or agent. The email subject line is not available from FuseDesk — we set the Zendesk Ticket subject from the Case title or first message body prefix. Zendesk does not support CC field migration from third-party sources; CC'd addresses are not transferred and are documented as a gap.

FuseDesk SMS, live chat, Facebook Messenger, Instagram DM, and phone channel threads migrate as Zendesk Ticket Comments. Channel metadata (SMS number, chat session ID, social platform) is stored in a custom Ticket field fusedesk_channel__c so that channel attribution is preserved for reporting. Phone call summaries migrate as internal comments with call duration in a custom field fusedesk_call_duration__c.

FuseDesk pulls contact data from Infusionsoft/Keap or ActiveCampaign via two-way sync. The contact fields that appear on the FuseDesk Case (name, email, phone, company) migrate to Zendesk User records as the Ticket requester. We resolve the contact's email address as the dedupe key. If the customer also moves their CRM to Zendesk natively, the Infusionsoft/Keap or ActiveCampaign contact sync is replaced by a Zendesk Sunshine or native CRM integration plan that we document as a post-migration step.

FuseDesk Custom Case Fields (beyond the standard set of status, priority, assignee, contact) migrate to Zendesk Custom Ticket Fields. We discover FuseDesk custom field definitions via API, map them to Zendesk field types (text, dropdown, checkbox, date, numeric), and create matching Zendesk fields before migration. Zendesk stores custom field values in a custom_fields array per ticket — we map by field ID rather than display name to avoid collisions. Dropdown values in Zendesk also generate tags for reporting.

FuseDesk email, SMS, and note Templates used by agents are exported as structured content. Zendesk Macros (the equivalent reusable response template) require manual recreation because the macro structure (conditions, actions, variables) differs from FuseDesk's template system. We deliver a Template-to-Macro mapping document listing every FuseDesk Template, its content, and recommended Zendesk Macro placement by ticket form or channel.

FuseDesk Workflows automate Case routing, status changes, and notifications but are not accessible via API. We export Workflow names and trigger objects (Case status change, agent assignment, channel type) as a structured JSON inventory but cannot retrieve conditions or action sequences. The customer rebuilds these in Zendesk as Triggers (event-based) or Automations (time-based) using the inventory as a reference. This is scoped as a post-migration admin activity with an estimated hours requirement in the migration handoff document.

FuseDesk exposes agent performance, Case volume, and satisfaction metrics in its reporting dashboard. These are aggregate data not associated with individual records and are not available for export. Zendesk Explore provides equivalent pre-built and custom reports that the customer's admin configures post-migration. We deliver a data dictionary mapping FuseDesk metric names to their closest Zendesk Explore equivalents so that historical metric reconstruction is possible in the new system.