Migrate from ITsDone Help Desk to Zendesk

ITsDone Help Desk Tickets migrate to Zendesk Tickets with full conversation threads, internal notes, status, priority, and creation/modification timestamps preserved. We handle the mapping between ITsDone ticket IDs and Zendesk ticket IDs during the import sequence. ITsDone status values (e.g., open, pending, resolved, closed) map to Zendesk ticket status strings configured in the target account's status field. Public comments map to Zendesk Comments (public) and private notes map to Zendesk Comments (internal).

ITsDone Help Desk Customer records (name, email, phone, company association) transfer to Zendesk End Users. Where ITsDone stores customer metadata as custom attributes, we parse and map those into Zendesk custom user fields. Zendesk distinguishes between end users (customers filing tickets) and agents (staff); the mapping preserves the role distinction. End users are created before tickets so that the requester_id reference is satisfied at insert time.

ITsDone Help Desk Agent profiles (name, email, role, group assignment) transfer to Zendesk Agent accounts. Role naming conventions differ between platforms, so we create a mapping table during scoping and flag any permission gaps. Agents must exist in Zendesk before ticket assignment records are imported because OwnerId references are required.

ITsDone Help Desk Groups transfer to Zendesk Groups. Group membership is resolved during the agent import so that each Zendesk Agent is assigned to the correct Group. Groups must be created before ticket import so that group_id references are satisfied on each ticket record.

Tags associated with ITsDone tickets carry over as label or tag records in Zendesk. Some platforms restrict tag character sets or length, so we normalize tag values (removing special characters, truncating to 100 characters) before import. Zendesk tags are additive across tickets, so duplicate tags from different source records consolidate automatically.

ITsDone Help Desk Knowledge Base Articles, sections, and categories migrate to Zendesk Help Center. Content formatting may require post-migration review for HTML fidelity, particularly for embedded media or links to internal ITsDone assets that will not resolve in Zendesk. We flag any article with broken internal links and document them for the customer's content team to update post-migration.

ITsDone Help Desk custom ticket fields and customer fields are parsed from the schema export. Not all ITsDone field types (e.g., dependent dropdowns, calculated fields) map directly to Zendesk field types. We document every custom field that cannot migrate 1:1 and provide a Zendesk field creation guide with the recommended field type and any value translation table.

ITsDone Help Desk stores attachment references as URLs rather than embedding binaries directly. We validate all attachment URLs at the start of the full migration, re-download assets from source, and re-attach them to Zendesk Tickets. If ITsDone attachment URLs expire or return 404 errors, we flag the affected tickets for manual attachment recovery or exclusion. Binary attachments stored in ITsDone cloud storage are re-downloaded and uploaded to Zendesk as Ticket Comments with file attachments.

ITsDone Help Desk SLA configurations (business hours, first-response and resolution targets) transfer to Zendesk SLA Policies. On Zendesk Suite Enterprise, SLA Policies are a native object with calendar-based business hours. On lower tiers, we document SLA policies for manual configuration in the Zendesk admin interface. We map ITsDone SLA metric names (First Response Time, Resolution Time) to Zendesk SLA metric equivalents.

ITsDone Help Desk automated rules, triggers, and auto-assignments do not expose through the export interface and cannot be migrated 1:1. We provide a structured automation audit report documenting every ITsDone workflow rule with its trigger, conditions, actions, and a recommended Zendesk Trigger or Automation equivalent. The destination admin rebuilds triggers in Zendesk Admin > Automations post-migration.

ITsDone Help Desk ticket categories and filter views map to Zendesk Views. We create Zendesk Views that replicate the ITsDone category structure and default sorting. Views are built as part of the Zendesk configuration phase before ticket import to ensure agents have a usable queue on day one.