Migrate from Helprace to Zendesk

Helprace Tickets migrate to Zendesk Tickets preserving subject, body, status, priority, assignee, tags, and custom field values. The full activity and reply log migrates as Zendesk Comments ordered by timestamp. Helprace's bulk export does not cover tickets, so we call the Ticket API endpoint with pagination and per-record retrieval. We implement exponential backoff on 429 responses because Helprace does not publish rate limits. The original Helprace ticket ID is stored in a custom field helprace_ticket_id__c for cross-referencing after migration.

Helprace users migrate to Zendesk End Users preserving email, name, organization membership, and group assignment. Organization membership maps to a Zendesk Organization lookup; group assignments map to Zendesk Group membership. We resolve users by email as the dedupe key during import. Helprace's bulk export does not cover users, so we extract via the Users API with pagination.

Helprace Organizations migrate directly to Zendesk Organizations. The organization name becomes the Organization name field and is used as the dedupe key. Users are imported after Organizations so that the organization lookup is satisfied at the moment of End User insert.

Helprace community topics do not have a native Zendesk equivalent. Public topics migrate to Zendesk Talk threads if the customer licenses Zendesk Talk; private or internal topics migrate as Zendesk Notes attached to the originating End User or Organization record. We preserve title, body, reply threads, vote counts, and topic status (open/closed), and apply a status-mapping table for Helprace's topic types (Questions, Ideas, Problems, Praise) to the nearest Zendesk Talk category.

Helprace Knowledge Base articles migrate to Zendesk Guide articles with Helprace categories mapped to Zendesk Guide Sections and Categories. Article title, HTML body, visibility settings, and vote counts migrate. Helprace supports bulk CSV export for KB content which we use when available, falling back to API pagination for full article fidelity. We verify HTML rendering after migration and flag any content requiring formatting review.

Helprace Saved Replies migrate to Zendesk Macros as text templates. Helprace Saved Replies use a placeholder syntax ({{customer.name}}) that differs from Zendesk macro variable syntax ({{ticket.requester.name}}). We export the raw text including placeholders intact, then apply a placeholder translation table post-migration. The admin reviews and confirms the translation before activating macros in production.

Helprace Macros (multi-action ticket updates) migrate as Zendesk Macros with field actions. We export the action list including field updates, assignments, and tag additions and document them as a Zendesk Macro handoff. Full macro rebuild in Zendesk Trigger or Automation syntax is documented separately as an automation inventory item for the admin team.

Helprace User Groups migrate to Zendesk Groups preserving group names and membership lists. Teams migrate to Groups alongside User Groups, merged under a single Group structure on Zendesk. We preserve group names in a reconciliation document for the customer to review the final group layout.

Helprace custom fields on tickets migrate to Zendesk ticket custom_fields entries. Field names, types, and values export from Helprace and are created as matching custom fields in Zendesk before ticket import. Drop-down, multi-select, checkbox, text, numeric, and date field types map directly to Zendesk equivalents. Zendesk drop-down and multi-select fields generate tags that persist even if the field is removed, so we note this behavior in the pre-migration schema design review.

Helprace satisfaction ratings migrate as Zendesk Ticket CSAT ratings on Enterprise plans. On Support Team and Professional plans, ratings migrate as a custom field (csat_rating__c) on the Ticket. We preserve both the numeric rating value and any accompanying customer comment.

Helprace tags migrate to Zendesk Tags. Tag names are free-form strings preserved directly. Tags on tickets are re-applied to migrated tickets during the ticket import phase. Zendesk's tag generation from drop-down custom fields (noted in the Custom Field entry) is accounted for in the post-migration tag inventory.

Helprace stores attachments as URLs pointing to the Helprace file store. We download files locally, then re-upload to Zendesk's attachment storage, preserving original filenames and linking attachments to the correct ticket record. Attachments exceeding 1MB may be excluded from some export paths; we use the API-based extraction path for attachment-heavy tickets and verify a sample of attachments post-migration.