Migrate from InvGate Service Management to Zendesk

InvGate Requests map directly to Zendesk Tickets. Core fields transfer: subject (from title), description, priority (New, Open, Pending, Solved, Closed), status, category, assignee (agent), requester (end user), and timestamps (created_at, updated_at). Custom propertieextensions migrate as Zendesk custom ticket fields. Request type (general, service catalog item) migrates as a tag or custom field; Zendesk does not have a native catalog-item concept.

InvGate Incidents share the same underlying record as Requests but are tagged with the incident type. We migrate incident records to Zendesk Tickets with an invgate_incident_type__c custom field set to 'Incident' and an invgate_major_incident__c flag for any major-incident tagged records. Impact and urgency levels from InvGate map to custom priority fields in Zendesk. Problem linkages are preserved as a custom field invgate_problem_id__c referencing the migrated Problem record.

InvGate's Problem Management (PinkVERIFY-certified) has no native Zendesk equivalent. We migrate Problem records as Zendesk Tickets in a separate 'Problem' view, tagging them with invgate_record_type__c = 'Problem' and preserving the root-cause analysis notes, workaround descriptions, and linked incident IDs as custom fields. Problem-to-change linkages cannot be represented in Zendesk and are documented for manual tracking post-migration.

InvGate Change records (normal, standard, emergency) with risk assessment, approval chains, and scheduled dates have no Zendesk equivalent. We do not migrate Change records as data. We export a Change inventory (record count, types, risk levels, and approval counts) as a CSV deliverable so the customer's admin can recreate change-tracking as a Zendesk ticket form with custom fields and manual approval routing if needed.

InvGate Agents map to Zendesk Users with the agent role. We extract display name, email, role (Agent, Admin, Manager), groups, and help desk assignments. Group memberships map to Zendesk Groups. Help desk calendar configurations require recreation as Zendesk business hours schedules. LDAP/Active Directory integration settings are not migratable and require reconfiguration in Zendesk Admin.

InvGate Help Desks are the top-level organizational unit, often structured by location or department. For Zendesk, we map each Help Desk to a Zendesk View with filtered ticket visibility, or for organizations with more than five help desks requiring separate branding, we recommend Zendesk's multi-brand account structure. Help desk routing rules require recreation as Zendesk triggers or automations.

InvGate Service Catalog items define requestable services with form fields, associated workflows, and approval requirements. We export catalog item schemas (form fields, required/optional, field types) as a written inventory. Zendesk Ticket Forms recreate the intake experience, but approval routing logic requires manual rebuild in Zendesk's macro or automation framework.

InvGate KB articles (title, body HTML/text, category, status draft/published) migrate to Zendesk Help Center articles. We export article content and category structure, reformatting HTML to Zendesk's article editor format. Article-to-ticket linkage and auto-suggestion rules do not migrate and require post-migration review of Zendesk's article suggestions configuration.

InvGate SLAs define response and resolution times tied to priority levels and business hours calendars. We map InvGate SLA configurations to Zendesk SLA policies, linking SLA definitions to the same priority values migrated from InvGate. Business hours calendars per Help Desk map to Zendesk business hours schedules. SLA breach notification triggers are not migratable and require recreation in Zendesk's trigger framework.

InvGate workflows built in the no-code diagram editor (exported as .sdw files) capture internal logic steps, conditions, and routing but omit external integration references. We do not migrate workflows as code. We deliver a written workflow inventory documenting every active workflow with its trigger, conditions, actions, and a recommended Zendesk Trigger or Automation equivalent. The .sdw export limitation (no external webhook references) means integration touchpoints are documented separately for manual rebuild.

InvGate Companies represent organizations linked to requesters, primarily used for external user management. We migrate company records (name, domain, associated contacts) to Zendesk Organizations. The company-to-requester linkage is preserved through the requester field on migrated tickets.

InvGate agents can log time against requests for billing or tracking. Time entry data (hours, description, billable flag) migrates as internal notes on the corresponding Zendesk ticket, tagged with invgate_time_entry__c = true and formatted to show hours logged. Billable flag becomes a custom field invgate_billable__c.