Migrate from ITarian Helpdesk to Zendesk

ITarian Tickets map directly to Zendesk Tickets. We map status (Open, Pending, Resolved, Closed), priority (Low, Medium, High, Critical), assignee to Zendesk Assignee, requester to Zendesk Requester, subject and description to Ticket Subject and Description. SLA breach timestamps from ITarian migrate as a custom field itarian_sla_breach__c on the Zendesk Ticket for post-migration SLA validation.

ITarian Customer records (contact name, email, phone, company affiliation) map to Zendesk User as the requester record and Zendesk Organization when a company affiliation is present. Where ITarian stores a customer under a parent company, we merge into a single Zendesk Organization and link the user to it. Email deduplication uses the User email address as the unique key.

ITarian Agent profiles (name, email, role: Admin, Technician, Viewer) map to Zendesk Users with the corresponding Agent role assigned. Role alignment is not 1:1: ITarian Admin maps to Zendesk Admin, Technician maps to Agent, Viewer maps to Light Agent. We export the role assignment and the customer's admin reviews role mapping before production migration.

ITarian Teams used for ticket routing map to Zendesk Groups. Group membership migrates directly. Zendesk Group-based routing is configured in the Zendesk Admin routing settings after migration; we provide a written Group assignment map as part of the handoff document.

ITarian SLA Policies define response and resolution time targets by priority level. We export the SLA Policy configuration (targets in hours) as a written record. SLA Policies in Zendesk require manual setup in Admin > Business Rules > SLA Policies because the target-based model (first reply time, next agent reply time, resolution time) uses Zendesk's business-hours calendar which must be defined first. We do not migrate SLA Policies as executable code.

ITarian Workflows are ticket-triggered automation rules with conditions and actions. These do not migrate as executable code. We export a written inventory of every active ITarian Workflow: its trigger event, all conditions, all actions, and a recommended Zendesk Trigger or Automation equivalent. The customer's Zendesk admin rebuilds them in Admin > Business Rules post-migration.

ITarian KB articles with title, HTML body content, and category are mapped to Zendesk Guide Articles. HTML body content migrates directly; Zendesk Guide renders HTML in article bodies natively. Category structure from ITarian maps to Zendesk Guide Sections within the active Help Center. KB article attachments migrate as file attachments re-linked to the destination Article. We do not migrate ITarian's article permissions as Zendesk User Segments without explicit configuration from the customer.

ITarian KB categories map to Zendesk Guide Sections under the corresponding Help Center. The section-to-article ordering is preserved. The Help Center must be activated in Zendesk before article import; we coordinate with the customer to ensure this is done during the scoping phase.

ITarian Assets tracked in the Endpoint Manager can be associated with tickets. Asset-to-ticket linkage migrates as ticket comments containing the asset name, device ID, and serial number. Zendesk does not have a native Asset management object in the Support Suite; if the customer requires full asset tracking, we recommend a Zendesk Sell or a dedicated asset management integration post-migration.

ITarian per-account custom fields are discovered by sampling 50-100 live tickets and inferring field names, data types, and value patterns from the response payload. We then map each discovered field to a Zendesk custom Ticket field of equivalent type (text, integer, checkbox, dropdown, date). Fields with unsupported Zendesk data types (e.g., multi-select arrays) are flagged and mapped to text fields with a note in the migration scope document. Custom field discovery adds a discovery phase before field mapping is finalized.

File attachments on ITarian tickets and KB articles migrate as Zendesk Attachments. We export file blobs to temporary cloud storage and re-attach them to the corresponding Zendesk Ticket or Article via the Zendesk Attachments API. Attachments larger than 20 MB require chunked upload handling. We flag any attachments that fail to re-attach in the reconciliation report.