Migrate from Issuetrak to Zendesk

Issuetrak Issues map directly to Zendesk Tickets. Standard fields (Subject, Description, Priority, Assigned To, timestamps) migrate as their Zendesk equivalents (subject, description, priority, assignee_id, created_at/updated_at). The original Issuetrak Issue ID is preserved in a custom field issuetrak_issue_id__c for cross-referencing after cutover. Requester is resolved via email match against the Zendesk User or End User table before insert.

Issue Classes in Issuetrak provide categorical structure and drive dashboard filtering. We map Classes to Zendesk Tags during migration, which preserves the categorization for filtering and reporting without requiring pre-configuration. If the customer prefers a formal taxonomy, Classes map to a custom dropdown Ticket Field class__c instead. The customer chooses tag versus field strategy during scoping.

Issuetrak uses a two-level Status (Open/Closed) and Substatus (e.g., Pending Customer, In Progress, Escalated) hierarchy. Zendesk uses a single Status field with optional custom status values per status category. We export both levels, concatenate them into a combined substatus_display__c custom field (e.g., 'Open - Pending Customer'), and map the top-level Status to Zendesk's native Status (open/pending/hold/solved/closed) based on the Issuetrak Status value. Substatus values are preserved in full for reporting and audit.

Issuetrak UDFs (text, large text, number, date, list single-select, multi-list) map to Zendesk custom Ticket Fields of equivalent type. Multi-list UDFs store values as comma-delimited strings in Issuetrak's API response; we parse and normalize them to Zendesk's multi-select custom field array format during the transform step. The field definition metadata (field name, type, list options) is exported from Issuetrak's UDF endpoints and pre-created in Zendesk's Admin > Ticket Fields interface before any ticket data loads. Text and large text UDFs map to Zendesk text custom fields; number UDFs map to numeric custom fields; date UDFs map to date custom fields; list UDFs map to Zendesk dropdown custom fields.

Issuetrak's Task-Associated UDF feature links a Task Group to an Issue when a specific list item is selected. The trigger automation lives in Issuetrak's workflow engine and is not exposed via API, so it does not transfer. We export the Task Group contents as individual Zendesk Tasks attached to the parent Ticket. Each task preserves its title, description, due date, and assignee if present. The customer rebuilds the trigger in Zendesk Business Rules or a Zendesk app post-migration.

Issuetrak Solutions are text templates used to respond to or close issues. We export them as a separate artifact and map them to Zendesk Guide articles (if the customer licenses Guide and wants public-facing content) or to Zendesk Macros (if the templates are for agent use). Category assignments on Solutions map to Zendesk Guide Section assignments. The customer decides which destination fits their workflow during scoping.

Issuetrak Knowledge Base articles with rich text and embedded images migrate to Zendesk Guide articles. HTML content, embedded image URLs, and category assignments transfer in full. Zendesk Guide requires activation and configuration (Help Center setup, Section and Category creation) before article import; we coordinate this with the customer's Zendesk admin during pre-migration preparation. For Zendesk Guide Enterprise customers, article subsections up to five levels deep are supported.

Issuetrak Global Issues link multiple related Issues together for collective management. Zendesk has no native Global Issue equivalent. We export the Global Issue linkage table and the parent-child relationship, then apply a tag-based convention in Zendesk (e.g., global-issue-123 on all linked tickets) so that the grouping is visible via tag filtering in Views and Explore reports. The customer documents this convention in their internal runbook for ongoing ticket grouping.

Issuetrak Auto-Assignment Rules route issues to agents or groups based on criteria. The rule definitions are exported as a written inventory with trigger conditions, routing criteria, and target assignments. Zendesk Business Rules (Triggers, Automation, and Macros) use a different syntax and action model, so the routing logic requires rebuild post-migration. We deliver the inventory document to the customer's Zendesk admin with a recommended Business Rule structure for each exported rule.

Issuetrak survey results export as CSV from the reporting interface with AND-logic filtering applied by default. We request unfiltered exports during scoping to ensure no response rows are dropped. Survey questions and answers map to Zendesk Ticket Comments (appended to the original ticket) or to a custom Survey Response object if the customer wants survey data separated from ticket history. The customer chooses the destination during scoping.

Binary file attachments on Issuetrak Issues and Knowledge Base articles are exported and uploaded to Zendesk via the Zendesk Attachments API, preserving original filenames and linking them to the correct parent Ticket or Article record. Zendesk's 20MB attachment limit per file is enforced during import; files exceeding this are flagged for the customer to handle manually or store externally.

Issuetrak Issue Auditing captures field-level change history. We export the audit trail as a supplementary dataset and deliver it as a CSV alongside the migration. If the customer requires audit visibility within Zendesk, we can append an internal note to each affected Ticket documenting the field change summary, or store the full audit trail as a JSON attachment on the ticket for compliance access.