Migrate from IT Care Center to Zendesk

IT Care Center tickets (incidents, service requests, and inquiries) map directly to Zendesk tickets. The IT Care Center request type and priority fields map to Zendesk ticket fields. We configure Zendesk ticket forms to mirror IT Care Center request categories during schema design. Standard status values (open, pending, resolved, closed) migrate directly. Historical timestamps on ticket creation and last modification are preserved on the Zendesk ticket.

IT Care Center tickets opened via portal, email, BOT, Slack, WhatsApp, or MS Teams each create activity records in potentially different internal formats. We examine the channel source on each activity entry, merge multi-channel activity from the same IT Care Center ticket into a single Zendesk ticket with a chronological comment thread, and annotate channel origin as a ticket comment attribute. This consolidation step preserves conversation context that would otherwise appear as separate disconnected threads in Zendesk.

IT Care Center Change Management records track change requests with approval workflows. Zendesk has no native Change Request object; we map Changes to Zendesk tickets using a custom ticket field (Change Type or Change Request ID) to preserve the change context. The change-to-ticket linkage from IT Care Center is recorded as a ticket comment or a Zendesk ticket field for reference. Change approval status migrates as a custom ticket field.

IT Care Center Problem Management records track root-cause analysis separate from incidents. Problems link to multiple incidents. We migrate each Problem as a Zendesk ticket with a custom field (Problem ID) and link it to related incident tickets via Zendesk's ticket-to-ticket linking or a custom Problems field. The Problem description and root-cause notes migrate as ticket comments.

IT Care Center Asset Management records (hardware, software, and licences) map to Zendesk IT Asset Management assets. We create asset types in Zendesk Admin Center matching the IT Care Center asset categories, migrate CI records with their custom fields, and preserve asset-to-ticket linkage by linking the Zendesk IT Asset record to the corresponding Zendesk ticket. Bulk import uses Zendesk's CSV asset import with post-import linking to tickets.

IT Care Center end-user and agent accounts map to Zendesk end users and agents. We match by email address as the dedupe key. Active and inactive status migrates directly. Agent role assignments in IT Care Center map to Zendesk roles (Admin, Agent, or End User). Any duplicate user records identified during scoping are flagged in a reconciliation report for the customer to resolve before import.

IT Care Center organizations and company records map to Zendesk Organizations. Organization domain names and primary contacts migrate to the corresponding Zendesk Organization fields. Users associated with an organization link via the Zendesk Organization membership model.

IT Care Center Knowledge Management articles migrate to Zendesk Guide articles. Articles may be associated with specific IT Care Center services or products; these associations do not carry over automatically since the service catalogue structures differ. We flag articles with service linkages during scoping, present them as a separate migration artefact, and advise the customer to review and re-link them post-migration. Article visibility settings (internal vs public) map to Zendesk article permission levels.

IT Care Center Project Management module records migrate to Zendesk tickets using a project-specific form and field set, or to a Zendesk Custom Object if the customer's implementation requires project records as a standalone entity. Project-task relationships and assignment data are mapped to ticket assignees or custom fields. The customer chooses the project mapping strategy during scoping.

IT Care Center tags applied to tickets and knowledge articles migrate to Zendesk tags. Tag naming conventions vary by organization and may include duplicates or inconsistent casing. We preserve tag names as-is and note deduplication as a post-migration admin task. Tags that represent categories rather than labels may alternatively be mapped to Zendesk ticket fields during scoping based on customer preference.