Migrate from Kapture CX to Zendesk

Kapture CX Tickets migrate 1:1 to Zendesk Tickets. The Kapture ticket ID is stored in a custom field kapture_ticket_id__c for cross-reference. Status mapping: Kapture Open/Pending/Resolved maps to Zendesk Open/Pending/Solved; Kapture Closed maps to Zendesk Closed. Custom ticket fields (dropdowns, checkboxes, date fields, numeric fields) map to Zendesk's custom_field array using field IDs rather than display names to avoid collisions when multiple fields share similar labels. Kapture's priority field maps to Zendesk Priority (low/normal/high/urgent).

Kapture CX Customer 360 profiles map to Zendesk Users (end-users). Email, phone, name, company, and custom properties migrate cleanly. We deduplicate against the Zendesk destination using email as the primary key. Suspended Kapture contacts are unsuspended during import because Zendesk does not support suspended users as ticket requesters; we flag these records during scoping so the customer can decide whether to migrate them as active or archive them. Company association maps to Zendesk Organizations via a pre-created Organization record.

Kapture CX Company records map to Zendesk Organizations. Company name, domain, industry, and address fields migrate. Organization is created before any User import so that the organization_id reference is satisfied at the moment of User insert. Where Kapture uses a flat contact model without organization linkage, we create a Zendesk Organization placeholder with the contact's domain name for consistency.

Kapture CX Agent records migrate to Zendesk Users with the agent role. Name, email, and role assignment (Admin/Supervisor/Agent) map to Zendesk role equivalents. Kapture's custom role names that do not map directly to Zendesk's three-tier model (admin/agent/light agent) are documented in the role-audit export, and the customer decides permission scope in Zendesk during provisioning. Agents without a matching Zendesk User email go to a reconciliation queue for admin provisioning before production migration.

Kapture CX Teams group agents and define queue routing. Team structure migrates as Zendesk Groups with agent membership preserved. The routing logic (which queue assigns to which team) is documented as a trigger recommendation rather than migrated as code, because Kapture's queue-based routing does not map directly to Zendesk's trigger-action model. We create Groups before Agent migration so that group membership can be set during agent provisioning.

Every channel message in Kapture CX (email, chat, WhatsApp, social, voice transcript) migrates as a Zendesk Ticket Comment. The channel source is preserved in a custom field kapture_channel__c. Internal notes in Kapture migrate as private Zendesk comments; public replies migrate as public comments. Attachment references on comments are resolved during the import phase. Thread ordering is preserved by setting comment timestamps to the original Kapture conversation entry timestamp.

Kapture CX KB articles organized in categories migrate to Zendesk Guide articles in matching sections. Article body migrates as HTML (converted from Kapture's format during export). We apply UTF-8 normalization to all articles before import to preserve non-English content and special characters. Inline images are re-uploaded to Zendesk's file hosting and URLs updated. Note: Kapture's GenAI Knowledge Base relevance-tuning and auto-suggest NLP settings do not migrate; we flag every AI-enabled article during scoping so the customer can plan a reindex effort in Zendesk Guide.

Kapture CX Canned Responses migrate to Zendesk Macros. Response body, shortcut trigger, and folder assignment migrate. Language tags and token-variable handling require mapping during scoping: Kapture's dynamic token syntax (e.g., {{customer.name}}) is converted to Zendesk's placeholder format ({{data.name}} or {{ticket.requester.name}}). Queue-scoped canned responses become private macros; global canned responses become shared macros.

Kapture CX SLA Policies defining First Response Time and Resolution Time targets per priority level or queue map to Zendesk SLA Policies attached to views. The key transformation is converting Kapture's calendar-based SLA windows to Zendesk's Business Hours definitions. We create Zendesk Business Hours configurations matching the Kapture SLA calendar (including timezone and holiday schedules) before SLA Policy import. Where Kapture uses queue-specific SLA targets, we attach SLA policies to the corresponding Zendesk views post-migration.

Kapture CX custom fields on tickets (dropdown, checkbox, date, numeric, text) map to Zendesk ticket custom_field entries. We pre-create Zendesk custom fields during the schema-design phase using the Kapture field metadata (field type, label, options). Kapture drop-down fields generate both a custom_field value and a tag in Zendesk; we document this dual-output behavior so the customer's admin understands reporting implications. Required field validation is temporarily disabled during import to prevent record rejection on incomplete data.

Kapture CX Folders and Queues define ticket organization and routing hierarchy. Folder-tree structure migrates as Zendesk Views with filter conditions matching the Kapture queue assignment rules. Queue-based routing rules are documented as trigger recommendations (if ticket matches queue X, assign to group Y) rather than deployed as automation, because Kapture's queue engine is not equivalent to Zendesk's trigger model. Both Teams and Folders/Queues must be migrated before ticket import so that routing assignments are valid at insert time.