Migrate from HelpCrunch to Zendesk

HelpCrunch Customers map to Zendesk End Users. The customer email, name, userId, and custom properties (text, number, date, checkbox) transfer directly. Custom property types are mapped to equivalent Zendesk user fields, with type conversion applied where schema differs (e.g., HelpCrunch checkbox becomes Zendesk checkbox field). The HelpCrunch customer createdAt timestamp transfers as the Zendesk user created_at date.

HelpCrunch Chat records map to Zendesk Tickets. Each chat becomes a ticket with comments representing individual messages in chronological order. Chat metadata (channel source, status, assignee, timestamp) populates ticket fields: channel maps to ticket via Zendesk ticket field, status maps to Open/Pending/Solved/Closed, and assignee resolves to the Zendesk agent by email match. Active session state and widget display context do not transfer.

HelpCrunch unifies WhatsApp, Instagram, and email into a shared inbox. Each channel's conversation is a Chat record with a channel identifier. We export channel metadata and message content, then reconnect each channel in Zendesk's Integrations panel (WhatsApp Business, Instagram Direct Messages, Email) and route new channel tickets via Zendesk Trigger rules. Historical multi-channel content transfers as ticket comments; the channel mapping is documented per thread.

HelpCrunch knowledge base Articles migrate to Zendesk Help Center articles. We export article HTML content, title, author, section metadata, and SEO fields (meta title, meta description, slug). Article embedding context (standalone versus in-widget) does not transfer automatically; the embedding configuration is documented and the customer rebuilds widget-embedded article triggers in Zendesk. Zendesk section and category assignments are configured during migration.

HelpCrunch Saved Replies transfer as Zendesk Macros. The template body (text or HTML) and variable placeholders map directly to Zendesk macro body with placeholder syntax {{ticket.requester.name}} equivalents. Saved Replies scoped to the team become Macros scoped to the relevant Zendesk group. Macro availability settings are applied based on the HelpCrunch saved reply visibility level.

HelpCrunch Email Templates with subject, HTML body, and variables migrate to Zendesk email templates. Variable placeholders are mapped to Zendesk dynamic content placeholders. HTML structure and embedded images transfer as-is. Email template assignment to specific triggers or channels is documented for manual reassignment in Zendesk's Admin Center.

HelpCrunch Auto Messages (proactive chat invitations and popups with behavioral targeting conditions) are exported as content and trigger logic documentation. The message content transfers to a written handoff document with the original targeting rules, timing, and display conditions. Zendesk Triggers use ticket-event conditions and must be rebuilt using Zendesk's Trigger builder; the HelpCrunch trigger matrix is delivered as a configuration blueprint.

HelpCrunch chatbot flows are node-based automation trees with branching logic. We export flow content and structure as a node-by-node map in the rebuild handoff document. Zendesk's Flow Builder (or AI-powered Concierge for modern setups) requires manual reconstruction of the conversation tree. The customer or a Zendesk partner rebuilds flows post-migration using the exported map.

HelpCrunch Tags (flat string labels applied to customers and chats) transfer to Zendesk Tags. We export the full tag taxonomy and reapply tag associations to the migrated tickets and end users. Tag-based segmentation in HelpCrunch becomes tag-based filtering and reporting in Zendesk.

HelpCrunch agent profiles (name, email, role) migrate to Zendesk agent accounts. We extract agent records and match by email against Zendesk user provisioning. Role and permission levels (admin, agent) are documented for manual reassignment in Zendesk Admin because HelpCrunch role semantics do not map directly to Zendesk's role and access restrictions. Agents must be provisioned in Zendesk before ticket assignee resolution can complete.

HelpCrunch custom properties on Customers (text, number, date, checkbox, dropdown) become Zendesk user fields. We pre-create the destination field schema in Zendesk (Admin Center > User Fields) before importing customer records, matching field type to Zendesk field type. Multi-value or list-type properties map to Zendesk dropdown or multi-select fields. Validation rules and required-field enforcement are configured at the destination.

HelpCrunch reports (Team Members, Customer Satisfaction, Total Chats) exportable as CSV/XLSX migrate as baseline data for Zendesk Explore dashboards. Aggregate metrics and historical counts transfer as initial dataset seeds. Interactive drill-down state, filtering preferences, and custom report configurations do not transfer; we deliver a written inventory of HelpCrunch report definitions as a blueprint for Zendesk Explore report recreation.