Migrate from Infoset to Zendesk

Infoset tickets map directly to Zendesk tickets with status, priority, assignee, and requester preserved. Zendesk requires that tickets have a valid requester (Contact) and assignee (Agent) at import time; tickets without these references are held in a reconciliation queue and cannot be loaded until the Contact and Agent exist. We run Contact and Agent migration first so that ticket import proceeds with valid foreign keys.

Infoset contacts map to Zendesk end users. Email, phone, name, and custom properties migrate as user fields. Zendesk suspended users change to unsuspended during import; we flag any suspended source contacts before migration so the customer's Zendesk admin can set them to suspended after import completes. External ID from Infoset carries forward as zendesk_external_id for dedupe validation on subsequent delta runs.

Infoset company records map to Zendesk organizations. Company domain, address, industry, and custom properties migrate. Organization is created before Contact import so that the organization_id lookup is satisfied at Contact insert time. Multiple Infoset contacts belonging to the same company share a single Zendesk organization after migration.

Infoset sales pipeline deals map to Zendesk Sell opportunities if the destination includes Zendesk Sell, or remain as CRM-linked custom fields on the Ticket object if the destination is Support-only. We confirm during scoping whether Zendesk Sell is in scope. Pipeline stage names map to ticket custom fields or Opportunity stages depending on the destination product selection.

Infoset agent profiles require manual setup in Zendesk before migration because agent_email lookup is the dedupe key during ticket import. We extract all distinct agent emails referenced on tickets and match against the Zendesk User table. Any Infoset agent without a matching Zendesk user goes to a reconciliation queue for the customer's admin to provision. Infoset's plan-gated user limits (1 on Basic, scalable on Professional) may require a Zendesk plan upgrade before migration if the agent count exceeds the destination tier allowance.

Infoset multi-channel conversation threads (email, chat, social) map to Zendesk ticket comments. Channel type (email, chat, social) is preserved as a comment attribute. The 3-month chat history retention cap on Infoset Basic tier means any chat conversations older than the retention window are already deleted and cannot be migrated. We capture a snapshot of active conversation history before the retention window expires and flag which conversations fall within the active window. Comments are ordered by original timestamp using Zendesk's created_at attribute.

Infoset Enterprise Hub custom objects map to Zendesk custom objects using the relational field-based schema model. Infoset's nested or hierarchical custom object schemas must be redesigned because Zendesk's new custom objects model does not support nested or hierarchical data structures. We identify attributes that map to the required name field and flag any relationships that require redesign into one-to-many lookup fields. Legacy custom objects with graph-database-style relationships may need multiple separate objects with lookup fields instead.

Infoset mail accounts (1 on Basic, 3 on Professional) map to Zendesk email routing configurations. The customer must activate mail routing in Zendesk Admin and configure the email addresses before migration. Mail routing rules and shared inbox assignments are documented as a configuration handoff rather than migrated as data.

Infoset cloud call center records (IVR path, queue name, duration, disposition, recording URL) map to Zendesk Talk tickets and call recording attachments. Call recordings download as binary blobs and re-attach to the corresponding Talk ticket in Zendesk. IVR and queue data migrate as custom ticket fields on the Talk ticket.

Infoset knowledge base articles and category hierarchy map to Zendesk Guide articles and sections. Zendesk Guide must be manually activated before article import (Admin > Zendesk Products > Guide > Activate). We map article content, publication status, section assignment, and category hierarchy. Enterprise Guide supports up to 5 levels of subsections and 20 subsections per parent section.

Infoset chat widget configurations (1 on Basic, 5 on Professional) map to Zendesk chat widget settings. Active widget instances are documented and mapped to Zendesk chat configuration as a configuration handoff. Multiple brand-specific widgets require consolidation or Zendesk's multi-brand configuration if the destination plan supports it.

Infoset automations are documented as a written inventory with trigger conditions, actions, and recommended Zendesk equivalents (Triggers for event-based actions, Macros for template-based replies, SLA Policies for time-based escalations). Automation rules referencing plan-gated features unavailable in the destination plan are flagged during scoping. We do not migrate automations as executable code because Infoset's trigger-and-action logic is incompatible with Zendesk's Trigger and Macro schema.