Migrate from Masergy to Zendesk

Masergy CCaaS agent profiles — including login credentials, display name, email, and supervisor assignment — map to Zendesk User records with the agent role. Active session state (whether an agent is currently logged in) does not migrate and is reset on day one in Zendesk. Supervisor assignments in Masergy map to Zendesk's agent role with the ability to view assigned tickets; true managerial reporting structures require a separate configuration using Zendesk's organizational hierarchy or a custom field.

Masergy contact center queue definitions — including routing rules, priority settings, and queue-level SLA targets — map to Zendesk Groups. Queue priority tiers (tier-1 support, tier-2 support, escalation) map to separate Zendesk Group records. Routing logic from Masergy (skill-based, time-based, round-robin) does not migrate as active rules; we document the original routing intent for the customer's admin to rebuild in Zendesk's SLA policies and ticket assignment rules.

Masergy team structures define supervisor-to-agent relationships and team-level queue assignments. We export team rosters as structured data and map supervisor relationships to Zendesk User fields or a custom organizational hierarchy field. Team-level queue assignments map to Zendesk Group membership, where each Masergy team becomes a Zendesk Group with agent members drawn from the original roster. Teams that managed both support and networking operations split at migration time — networking-only team members are excluded from the Zendesk import scope.

Masergy Global UCaaS user records with extension assignments and dial-plan membership who are not CCaaS agents migrate as Zendesk End Users. End users in Zendesk can submit tickets but do not have agent access. We migrate the user identity (name, email, phone) and preserve the original Masergy extension as a custom field for reference. End users who also appear as CCaaS agents are deduplicated — the agent record takes precedence and the user record is merged.

Masergy CCaaS does not operate a native ticketing object equivalent to Zendesk Tickets; however, some Masergy deployments include integration layers or bolt-on ticketing modules that generate case records. We migrate any exported ticket-like records as Zendesk Tickets, mapping the source case status to Zendesk Ticket status (new, open, pending, solved, closed). Ticket requester maps to Zendesk User; assignee maps to Zendesk User as agent.

Masergy CCaaS skill-based routing assigns agents to queues based on skills (language, product area, seniority). These skill tags map to Zendesk custom User fields (multi-select picklist) that the customer's admin uses to configure Zendesk's routing and workload management. Skill-based routing automations require rebuild in Zendesk's macro and automation tools post-migration.

Masergy CCaaS call disposition codes (resolved, callback requested, escalated, transferred) that agents select at the end of each call migrate as Zendesk custom ticket fields (drop-down) or tags. The customer's admin chooses between field-based disposition tracking (recommended for reporting) or tag-based tracking (lower setup, less structured) during scoping.

Masergy SD-WAN site definitions — including tunnel configurations, WAN circuit assignments, and routing policies — have no equivalent in Zendesk Support. Zendesk is a customer service ticketing platform, not a network management system. We document the SD-WAN configuration export as a structured configuration file delivered alongside the migration scope for the customer's networking team to provision in the replacement SD-WAN platform independently.

Masergy UCaaS dial plans define internal extension routing, DID number assignments, and outbound call routing rules. These do not migrate to Zendesk because Zendesk's voice capabilities (Zendesk Talk) operate independently with its own DID provisioning and IVR builder. We flag dial-plan boundaries as a networking scope item that the customer's IT team addresses through Zendesk Talk configuration or a separate telephony migration.

Masergy Managed Security policies — including firewall rules, IDS/IPS configurations, and MDR alert thresholds — have no Zendesk equivalent and are not within Zendesk's scope as a helpdesk platform. We export the security policy rules as a structured configuration document for the customer's security team to assess for import into their replacement MSSP platform or SIEM.