Migrate from Matrix42 Service Management to Zendesk

Matrix42 Incidents map directly to Zendesk Tickets with type set to incident. We extract the incident title, description, priority (mapped to Zendesk priority: low/normal/high/urgent), status (mapped to status: new/open/pending/solved/closed), and responsible agent or role. Matrix42's incident category and subcategory map to Zendesk custom ticket fields or tags. The original incident ID is preserved in a custom field m42_incident_id__c for cross-reference.

Matrix42 Problems map to Zendesk Tickets with type=problem. Problems are typically linked to multiple Incidents via the CI relationship graph. We create the Problem ticket first, then link related Incident tickets via Zendesk's parent-child ticket linking or via a custom m42_problem_link__c field on the child Incident tickets.

Matrix42 Changes map to Zendesk Tickets with type=task and a custom m42_change_type__c field storing the change class (standard, normal, emergency). The change reason, risk level, and approval status from Matrix42 migrate to custom fields on the Zendesk ticket. Zendesk does not have a native Change Advisory Board workflow; we document the change classification matrix and approval chain separately for the customer's admin to rebuild using Zendesk's ticket forms and conditional fields or a third-party app.

Matrix42 Service Requests map to Zendesk Tickets with type=question or request. The service name from the Matrix42 catalog becomes the ticket subject or a custom field. Requester information maps to the Zendesk User record. Approval status from Matrix42 migrates to a custom approval_status__c field.

Matrix42 Configuration Items represent services, software, devices, and their consumers. CIs with type=device or hardware map to Zendesk Assets (available on Support Suite and above). CIs with type=service or software map to Zendesk Organizations or custom fields on related tickets. The CI relationship graph (which CIs depend on or relate to which) is parsed from the XML dependency map and exported as a written CI relationship document for the customer's admin to rebuild in Zendesk's asset linking or a third-party CMDB integration.

Matrix42 CI relationships (depends-on, runs-on, connected-to, affects, affected-by) are stored as distinct relationship types in the XML export. Zendesk Assets do not natively support relationship graphs. We export the full relationship matrix as a structured document (CSV/JSON) and flag which CI types should become Zendesk Assets versus Organization records. The customer rebuilds asset relationships using Zendesk's custom fields, tags, or a CMDB app from the Zendesk Marketplace.

Matrix42 Service Catalog entries contain service definitions, approval chains, fulfillment workflows, and custom service forms built in Layout Designer. Zendesk Guide Request Forms support structured request intake but do not natively handle approval routing or fulfillment workflows. Each Matrix42 catalog entry with a simple intake form maps to a Zendesk Guide Request Form. Catalog entries with complex multi-step approval chains or backend fulfillment integrations are documented as a separate catalog rebuild scope for the customer's admin.

Matrix42 KB articles with their category assignments, publication status, and HTML content map to Zendesk Guide Articles and Sections. We extract the article body in HTML, map the Matrix42 category hierarchy to Zendesk Guide Section and Category structure, and preserve the publication status (draft/published/archived). Rich text formatting and embedded images are preserved. Zendesk Guide must be activated and configured before import; we coordinate Guide section creation as a prerequisite step.

Matrix42 SLA matrices tie reaction time and resolution time to Priority, Category, and CI class with calendar bindings. Zendesk SLA Policies attach to ticket views or global policies with first reply time and next reply time metrics. We translate the Matrix42 SLA matrix into Zendesk SLA Policy conditions using the same Priority and Category dimensions, but note that CI-class-specific SLA binding has no native Zendesk equivalent and requires a custom field or a Zendesk Marketplace SLA app.

Matrix42 users with their role assignments map to Zendesk Users (end users) and Agents (staff). We extract Matrix42 role names and permission sets and map them to Zendesk Agent roles (Light, Agent, Admin) and permissions. Matrix42's System Administrator requirement for certain device-role and custom-field operations has no Zendesk equivalent; we document the permission mapping so the customer's admin can assign Zendesk Admin role appropriately without recreating the same over-privilege risk.

Matrix42 custom service forms defined in Layout Designer store field schemas separately from the form data. We export the full schema definition alongside the form data. Custom fields in Zendesk replicate the field type and label; complex calculated fields or JavaScript-driven fields in Matrix42 do not have a Zendesk native equivalent and are flagged for manual recreation or replacement logic.

Ticket and CI attachments stored in Matrix42's document repository are downloaded as binary blobs with their filename, size, MIME type, and linked entity reference. We attach them to the corresponding Zendesk Ticket Comment. Attachments exceeding Zendesk's size limit are flagged for alternative storage and a link field added to the ticket.