Migrate from Mojo Helpdesk to Zendesk

Mojo Helpdesk Tickets map directly to Zendesk Tickets. The Mojo ticket number becomes the Subject; ticket body becomes the first Zendesk comment. Status, priority, and owner assignment migrate as typed fields. We preserve the full message history by sequencing Comments as subsequent Zendesk ticket comments in chronological order. Any ticket attachments migrate as Zendesk ticket comments with inline image or file references. Mojo's Team plan storage quota on attachments is noted; large attachment volumes may require destination storage review before migration.

Mojo Helpdesk agent users map to Zendesk agents. We extract agent records from the Mojo Users endpoint and map role (admin, agent) to Zendesk agent_role. Mojo requires an email as a unique identifier; we use email as the dedupe key and provision the Zendesk agent with the corresponding email. If the source account is on Mojo Team plan and has 25 or fewer agents, all agents migrate cleanly. If the account exceeds 25 agents, we flag the ceiling against the destination Zendesk plan during scoping — Zendesk Team supports 100 agents, but smaller plans cap lower.

Mojo Helpdesk customer contacts (stored separately from agents and created automatically when a new email submits a ticket) map to Zendesk end-users. We deduplicate by email during import. Mojo contact fields — company affiliation, phone, and custom contact fields — map to the Zendesk user profile and custom fields. Note that Zendesk suspended contacts become unsuspended on import; any contact-level suspension strategy must be re-applied post-migration in Zendesk Admin.

Mojo Helpdesk queues are the routing unit — tickets land in queues based on email routing rules or form submissions. Each Mojo queue maps to a Zendesk Group. We replicate queue-to-agent assignments as Group membership in Zendesk. Email routing rules from Mojo require manual reconfiguration in Zendesk Admin under Streams and routing attributes; we document the original routing logic as a configuration reference for the customer admin.

Mojo Helpdesk comments — agent replies, customer responses, and internal staff notes — migrate as Zendesk ticket comments in chronological order. The is_public flag differentiates public-facing customer replies from private internal notes. Comment timestamps migrate to preserve the conversation timeline. CC'd participants on Mojo tickets have no direct Zendesk equivalent; we flag the CC field as unmigrated and document which tickets had CC participants for manual remediation.

Mojo Helpdesk tags are free-form text applied to tickets for categorization. Tags migrate to Zendesk tags, which attach to tickets for filtering and reporting. Free-form tags from Mojo can create tag proliferation in Zendesk; we recommend a tag-cleanup step during scoping to consolidate duplicate or near-duplicate tags before migration.

Mojo Helpdesk supports custom forms (Ticket Request, RMA Request, Purchase Request) that route submissions to specific queues. Each Mojo form becomes a Zendesk Ticket Form. Form field definitions migrate as configuration metadata. Zendesk Ticket Forms can be assigned per channel (email, web, chat), providing more granular routing than Mojo's queue-based form routing.

Mojo Helpdesk custom fields on tickets and users require pre-creation in Zendesk Admin before any import can populate them. This is the highest-risk step in the migration: Mojo silently discards data written to fields that do not exist in the destination schema. We audit the Mojo custom field schema during scoping, create matching Zendesk ticket fields and user fields in Zendesk Admin with identical field types (dropdown, text, checkbox, date, numeric), then validate the schema exists before running any record import.

Mojo Helpdesk knowledge base articles (content, categories, and publish status) export from the articles endpoint. Articles require reformatting for Zendesk Guide because Mojo articles lack standard markdown or structured HTML section markup — article body, headers, and embedded assets need HTML restructuring to render correctly in Guide sections. We perform a pre-migration content audit, apply HTML reformatting, and migrate to Guide sections matching the Mojo category tree. Zendesk Guide must be activated before article import; only the account owner can activate it under Guide > Settings.

Mojo Helpdesk asset management (laptops, software licenses, warranties, contracts with ticket linkage) has no native Zendesk equivalent. We migrate asset records as custom Zendesk ticket fields or as a separate CSV inventory for external IT asset management integration. Asset-to-ticket linkage requires either custom Zendesk field mapping or a post-migration connection to an ITAM tool (ServiceNow, Freshservice, or Jama Connect) for full fidelity.