Migrate from GREYHOUND CRM to Zendesk

GREYHOUND CRM Tickets map directly to Zendesk Tickets. Ticket status, priority, and assignment history transfer with original timestamps preserved. The GREYHOUND CRM ticket ID is stored in a custom field legacy_ticket_id__c for cross-reference. We resolve agent assignment by email match against the Zendesk User table before importing tickets to avoid orphaned assignment references.

GREYHOUND CRM Customers map to Zendesk End Users. Email address is the primary dedupe key. Name, phone, and any custom user fields transfer to Zendesk user_fields. End Users must exist before their associated Tickets are imported, so we run the End User phase first and hold Customer records with missing email for admin resolution.

GREYHOUND CRM Companies map to Zendesk Organizations. Domain name from the Company record populates the Organization's domain_names field for automatic user-organization association in Zendesk. Organization is created before End User import so that the organization_id lookup is satisfied on Contact insert.

GREYHOUND CRM Agents map to Zendesk Agents (users with agent role). We match by email against the Zendesk User table. Any GREYHOUND CRM Agent without a matching Zendesk User goes to a reconciliation queue for admin provisioning before record import resumes. Agent status (active, inactive) transfers to Zendesk user active flag.

GREYHOUND CRM Teams map to Zendesk Groups. We create Groups in Zendesk before importing Tickets so that the group_id assignment is satisfied. If GREYHOUND CRM used team-based routing, we configure Zendesk Group membership and routing rules post-migration based on the team rosters documented during scoping.

GREYHOUND CRM Custom Ticket Fields map to Zendesk Ticket Fields with equivalent types: text fields to text, dropdowns to tagger, dates to date, and checkboxes to checkbox. We pre-create the field in Zendesk with matching field type and label before any ticket data loads. Field ordering is preserved per the customer's field sequence document.

GREYHOUND CRM Conversations attached to a Ticket migrate as Zendesk Comments on the corresponding Ticket. Public-facing conversation entries become public comments; internal notes become private comments. Comment author is resolved by email to the Zendesk User; comments from customers become end-user comments. Timestamps are preserved for chronological audit.

GREYHOUND CRM attachments migrate to Zendesk Ticket Attachments via the Zendesk Attachments API. Files are uploaded and attached to the parent Comment record in Zendesk. Inline images embedded in conversation HTML are extracted and uploaded separately. Attachment size limits are enforced per Zendesk plan; files exceeding plan limits are flagged for the customer to address before migration.

GREYHOUND CRM KB Articles migrate to Zendesk Guide Articles. HTML body content transfers directly. The original GREYHOUND CRM article ID is stored in a custom field legacy_article_id__c for cross-reference. Article publish status (draft, published) transfers to Zendesk draft state. Author attribution maps by email match to the Zendesk User; anonymous articles are assigned to the migration-admin user.

GREYHOUND CRM KB Categories map to Zendesk Guide Sections, with the top-level category becoming a Category container in Zendesk. We create the hierarchy (Category > Section > Article) in Zendesk Guide before article import so that the parent section_id is satisfied at article insert. Section permissions and user segment visibility migrate as configured in the scoping document.

GREYHOUND CRM Tags migrate to Zendesk Tags. Tags applied to Tickets transfer to the Zendesk Ticket Tags field. Tags applied to Articles transfer to the Zendesk Article Tags field. Tag counts are preserved; Zendesk applies tags at the record level without a separate tag management object.

GREYHOUND CRM Ticket Associations (parent-child, duplicate-of, relates-to links) migrate to Zendesk's Related Tickets feature or to a custom ticket field storing the legacy associated ticket ID for manual linking post-migration. Zendesk's native related-ticket feature supports a limited relationship model; we document the association type and target for admin-level re-linking if the relationship type exceeds Zendesk's native support.