Migrate from Mava to Zendesk

Mava Conversations map to Zendesk Tickets 1:1 with message history, timestamps, channel source metadata, and participant records preserved. The original channel source (Discord, Telegram, or web) is stored in a custom Zendesk ticket field mava_channel_source__c so agents can see where the conversation originated without switching context. Public replies migrate as Ticket Comments; internal notes migrate as private Zendesk comments.

Mava Agents map to Zendesk end users with the Agent role applied. We extract agent name, email, and role (admin or agent) and provision matching Zendesk user accounts. Agent assignment rules from Mava map to Zendesk's default ticket assignment model. Any Mava Agent without an email address is held in a reconciliation queue for the customer's admin to enrich before migration.

Mava Teams with names and member lists map to Zendesk Groups. Zendesk Groups serve as the primary routing unit for ticket assignment. We preserve team member lists by resolving Mava agent references to Zendesk user IDs during migration. Groups are created before any ticket migration so that ticket.group_id references are satisfied at insert time.

Mava conversation tags migrate to Zendesk Tags as key-value strings. Zendesk Tags are applied at the ticket level and used for filtering in Views and reporting. Tag-based SLA routing from Mava maps to Zendesk SLA Policy assignment by tag, which we configure during the SLA migration phase.

Mava SLA configurations (first-response and resolution time targets tied to channels or teams) map to Zendesk SLA Policies in Admin Center. We create Zendesk SLA Policies with matching time targets and attach them to tickets based on Mava's SLA assignment rules, which we resolve by channel and team at migration time. Holiday calendars and business hour definitions require manual configuration in Zendesk Admin Center post-migration.

Mava community members tied to Discord or Telegram IDs map to Zendesk End Users. The primary migration challenge is resolving platform-native IDs to email addresses. Where a Discord user ID or Telegram user ID can be resolved to an email (via Mava enrichment data, webhook records, or the customer's Discord/Telegram server member list), we create a standard Zendesk end user with an email. Where identity cannot be resolved, we flag records for the customer to enrich or map to an anonymous contact placeholder in Zendesk.

Mava webhook configurations are customer-defined with no standardized payload schema. We extract every webhook endpoint URL, trigger condition, and channel association and document them in the migration manifest. The payload structures are too variable to map automatically; the customer's admin rebuilds the webhook triggers in Zendesk Admin Center using Zendesk's defined webhook schema and action types.

Mava's AI bot intents are stored as JSON payloads per channel (Discord, Telegram, web) with intent names, conditions, and automated responses. These do not migrate as executable automation in Zendesk. We extract the full intent catalog across all channels, consolidate it into a single intent inventory document, and map each intent to a recommended Zendesk Macro or Trigger equivalent. The customer's admin implements the rebuild in Zendesk Admin Center using macros for response templates and triggers for routing and notification automation.

Mava conversation attachments migrate to Zendesk ticket comment attachments. We handle file upload references during migration, preserving the original filename and MIME type. Attachments larger than the Zendesk API size limit (50 MB per file) are flagged for manual upload post-migration.

Mava's per-channel configuration (Discord channel IDs, Telegram bot tokens, web chat widget settings) is channel-specific and not portable to Zendesk. We extract the full channel configuration manifest — which channels are active, which are mapped to which Mava teams, and what routing rules apply — and deliver it as a written reference for the customer's admin to reconfigure in Zendesk under Channels and Admin Center.