Migrate from Locobuzz to Zendesk

Locobuzz Tickets map to Zendesk Tickets with status (Open/In Progress/Resolved/Closed), priority (Low/Medium/High/Urgent), channel origin, created and updated timestamps, assigned agent, and SLA metadata preserved. We resolve the assignee by matching Locobuzz agent email to Zendesk User. SLA metadata migrates as structured custom fields; Zendesk SLA policies are rebuilt using those field values as business rules targets rather than carried as executable configurations.

Locobuzz Customer profiles map to Zendesk End User records with name, email, phone, and social channel identifiers preserved. Channel-specific identifiers (Twitter handle, Facebook page ID, WhatsApp number) migrate as custom fields on the User record since Zendesk's standard User object does not store social channel references natively.

Locobuzz Company records map to Zendesk Organizations. Some Locobuzz customers use only individual Customer records without explicit company grouping; during scoping we ask whether company-level records exist and whether customers should be grouped by organization in Zendesk. If grouping is required, we derive Organization names from customer email domains or from any brand association field in the Locobuzz record.

Each Locobuzz conversation thread (messages, agent responses, customer replies, internal notes) maps to Zendesk Ticket Comments ordered by timestamp. Public-facing messages become public comments; internal notes become private comments. Channel origin is preserved in a custom field so agents can see whether a thread originated from Twitter, Google Reviews, WhatsApp, or the unified inbox.

Review records from Locobuzz (Google My Business, industry platforms, social) include source, rating, response status, and sentiment score. We migrate review records as Tickets with a Review Source custom field so they appear in standard Zendesk queue views, or as custom object records if the Zendesk Service Cloud plan supports it. Brand response history attaches as ticket comments. If review aggregation is the primary use case, we recommend setting up Zendesk's native Google Business Messages integration for ongoing sync post-migration.

Locobuzz Agent records (name, email, role: agent/supervisor/admin, team assignment) map to Zendesk User accounts. We resolve by email match. Inactive or suspended Locobuzz agents are flagged during scoping and mapped to Zendesk users with the suspended role to prevent them from receiving assigned tickets during the migration window. Role mapping: Locobuzz admin maps to Zendesk admin, supervisor maps to Zendesk agent with Light Agent restrictions reviewed, agent maps to Zendesk agent.

Locobuzz SLA configurations (response and resolution time windows per priority level or channel) export as structured metadata. Zendesk SLA Policies are rebuilt from this metadata by the customer admin post-migration because SLA policies carry business-hour calendars and escalation actions that require Zendesk-native configuration. We provide a written SLA mapping document that specifies each Locobuzz SLA rule, its Zendesk equivalent policy structure, and the custom ticket fields to use as conditions.

Locobuzz tags applied across tickets, customers, and reviews migrate as Zendesk Tags. The full tag taxonomy is exported and applied to migrated records at import time. Zendesk automatically generates tags from custom field drop-down and multi-select values during migration; we de-duplicate any overlap between Locobuzz-derived tags and Zendesk-auto-generated tags to keep the tag taxonomy clean.

Locobuzz connected social accounts (Twitter/X, Facebook, Instagram, LinkedIn, WhatsApp, Google My Business) with their routing preferences export as a configuration inventory. Zendesk social channel integrations are rebuilt manually in the Zendesk Admin channel configuration panel because each platform requires fresh OAuth authorization. We deliver a social account inventory document listing every connected Locobuzz account, its routing rules, and the Zendesk channel setup steps required.

Locobuzz AgentIQ sentiment scores (per-ticket urgency and sentiment classifications) live in a separate AI layer from the raw ticket record. We export both the structured ticket fields and the AI enrichment payload where Locobuzz provides access. If the AI layer is not exportable through the negotiated data dump, we flag it before migration and advise the customer that historical sentiment scores will not carry forward. Where accessible, sentiment scores migrate as custom numeric or picklist fields on the Zendesk Ticket.

ResponseGenie suggested-reply data is a Locobuzz-native AI feature with no Zendesk equivalent at the record level. We do not migrate suggested-reply history as functional data. We document ResponseGenie usage patterns (reply categories, suggested response frequency, agent override rate if available) as part of the automation inventory so the customer's Zendesk admin can evaluate Zendesk AI macros or third-party suggested-reply tools as replacements.