Migrate from Glassix to Zendesk

Glassix Tickets map to Zendesk Tickets with status, priority, assignee, department, and channel origin preserved. The Glassix channel_origin field becomes a tag or custom field in Zendesk indicating the originating channel (email, chat, WhatsApp, Facebook, Instagram, Apple Messages). Custom fields extend Ticket via setField in Glassix and become Zendesk custom fields; we identify the schema during scoping and create matching Zendesk field definitions (text, dropdown, checkbox, numeric, date) before import.

Glassix Customer profiles map to Zendesk End Users. Contact details (name, email, phone), channel opt-in flags, and interaction history summary migrate as User fields and a custom interaction_count field. If the destination Zendesk uses Organizations, we map Glassix Customers to Users attached to an Organization based on domain matching.

Glassix Agent records (name, email, role, department, availability status) map to Zendesk Agents. Department assignments from Glassix map to Zendesk Groups, which we create during schema setup. Role terminology differs: Glassix uses Admin/Agent terminology while Zendesk uses Agent/CAdmin; we map these to Zendesk roles during import.

Glassix Conversations are threaded message records attached to Tickets. We preserve full message chronology including internal notes, public replies, attachments, and timestamp sequences as Zendesk Ticket Comments. Channel-specific metadata (WhatsApp message ID, chat session ID) migrates as comment attributes or tags. Message ordering is preserved by setting the Zendesk created_at timestamp to the original Glassix message timestamp.

Glassix Channels define communication mediums (email, chat, WhatsApp, Facebook, Instagram, Apple Messages). We map channel types to Zendesk's channel integration model: email routes natively through Zendesk, chat routes through Zendesk Chat or Sunshine Conversations, WhatsApp and messaging routes through Sunshine Conversations or Zendesk's channel apps. The mapping document specifies which Zendesk product each Glassix channel maps to, as this may require activating additional Zendesk products post-migration.

Glassix Departments group agents and route tickets by organizational unit. We map Department names to Zendesk Groups, creating equivalent structures during schema setup. Agent assignments in Glassix Tickets are translated to Zendesk Group membership, and individual ticket assignee fields are resolved through the Agent-to-Agent mapping.

Glassix chatbot configurations include trigger rules, response templates, and training data. We extract chatbot logic and document it as a written inventory with trigger conditions, response templates, and handoff rules. This inventory is delivered to the customer's Zendesk admin for rebuilding in Zendesk's Bot Builder or for configuring equivalent automation rules in Zendesk Flows. We do not migrate chatbot logic as executable code.

Glassix Workflows automate ticket routing, escalation, and automated responses based on conditions. We extract workflow rules and deliver them as a written inventory documenting trigger events, condition logic, and action sequences. The customer's Zendesk admin rebuilds these as Triggers, Automations, or Flows in the Zendesk Admin Center. We flag any Glassix workflow triggers that have no Zendesk equivalent (such as channel-specific routing tied to Glassix's built-in voice infrastructure) for manual redesign.

Glassix custom fields extend the Ticket object with customer-defined properties. We identify the full custom field schema during scoping, including field types (text, number, date, dropdown, checkbox). Each field is created in Zendesk with a matching type and API name before ticket import. Zendesk stores custom field values in a custom_fields array keyed by field ID; we map Glassix field IDs to Zendesk field IDs during extraction.

Glassix Knowledge Base articles power chatbot responses and self-service. We export article content, categories, section hierarchy, and article-to-category associations. Articles import into Zendesk Guide with HTML content preserved, section placement mapped from Glassix categories, and article author and publication date as metadata. Guide must be activated in the Zendesk account before import begins.