Migrate from iSupport Software to Zendesk

iSupport Incidents map directly to Zendesk Tickets. The source 10-digit alphanumeric ticket ID is stored as an external_id field in Zendesk so that cross-referencing and audit trails remain intact after migration. Standard incident fields — status, priority, category, assignee, requester — map to Zendesk's Ticket status, priority, type, assignee_id, and requester_id. If the source account uses custom status values, we create corresponding custom Ticket statuses in Zendesk before migration.

iSupport Customer records map to Zendesk End User records. Customer name, email address, phone number, and any associated custom fields migrate to the Zendesk user record. We use email as the dedupe key during import so that duplicate customer records are merged rather than duplicated. If iSupport stores the customer record type (end user vs agent), we map that to Zendesk's user role field.

iSupport Company records map to Zendesk Organizations. The company_name becomes the Organization name, and the company-to-customer linkage is preserved during migration by joining on the company_id field. Zendesk Organizations can be linked to multiple End User records, mirroring iSupport's one-company-to-many-customers data model. If the source account has organization-level custom fields, we create matching Organization fields in Zendesk before import.

iSupport Knowledge Entries with category and FAQ structure map to Zendesk Help Center Articles organized into Sections and Categories. We extract article title, body content (with rich text preserved where possible), categorization, and any attachment links. The Zendesk Help Center requires an active article publication state; unpublished source entries are migrated with a draft status for the customer's admin to review before publishing.

iSupport Assets (hardware, software, and configuration items) do not have a direct Zendesk equivalent in standard Support tiers. We map Assets to a Zendesk custom object named Configuration_Item__c with fields for serial number, purchase date, vendor, and status. The incident_asset_link junction table from iSupport migrates as a lookup relationship between Zendesk Tickets and the Configuration_Item__c records. If the destination Zendesk account uses a different CI naming convention, we adjust the object name during scoping.

iSupport custom fields with picklist values require field-level auditing before transformation. Picklist values are extracted from the field schema separately from record data, then mapped to Zendesk drop-down or multi-select field values. Zendesk allows CSV upload of up to 3,500 values per drop-down field. We check the value count against this limit during scoping and flag any picklist that requires splitting across multiple fields or archiving low-frequency values.

iSupport post-resolution Survey responses capture satisfaction data linked to Incidents. Zendesk's native satisfaction rating feature provides CSAT and NPS at the Ticket level without requiring a separate survey object. We map the most recent survey score for each incident to Zendesk's Ticket satisfaction rating field. Open-ended survey responses and question-level answers migrate as private Ticket comments so that the agent can review them without surfacing them to the end user.

Change Records exist only in iSupport's Service Desk Edition, not in the Incident Management tier. We detect the source edition during discovery and only scope this object if Change Records are present in the source data. Change Record fields — change type, risk assessment, approval status, affected CI — map to either a Zendesk custom Change_Record__c object or to custom fields on the related Ticket, depending on which Zendesk tier the customer purchases. Change records without a linked Incident are migrated as standalone records with no ticket association.

iSupport email routing rules use a positional ordering system evaluated by the Email Processing agent. These do not migrate as configured automation to Zendesk because the rule semantics differ significantly between platforms. We extract the rule definitions as a structured written inventory — rule name, conditions, action, and order — during discovery and deliver it as a reference document for the customer's Zendesk admin to rebuild as Zendesk Triggers and Macros. Email account mappings are documented separately.

iSupport file attachments linked to Incidents and Knowledge Entries migrate to Zendesk as Ticket comment attachments (inline or file uploads). We extract attachments from the source export by file URL or database blob reference, validate file size against Zendesk's 50 MB per-attachment limit, and upload via the Zendesk Attachments API. Attachments linked to Knowledge Entries migrate as Help Center article attachments in the Zendesk Help Center.