Migrate from monday service to Zendesk

Monday service Tickets are Items on a Board. We extract Item Name as the Zendesk Subject, Item Description as the ticket Description, Status column as ticket Status, Priority column as ticket Priority, and Assignee (if stored as a person column) as the Zendesk Assignee. The original monday.com Item ID is preserved in a custom field for cross-reference. Custom column types map individually: status columns become Zendesk ticket status values, dropdown columns become Zendesk dropdown fields, date columns become Zendesk date fields, and numeric columns become Zendesk integer or decimal fields.

Customer records in monday service live on a dedicated Customer Board or in the monday.com Contacts integration. We map these to Zendesk End Users (requesters) by extracting the customer name and email from the relevant board columns. If customers are stored across multiple boards (e.g., one board per customer segment), we consolidate them into a single Zendesk user import. Email is used as the dedupe key. Customers without an email address are flagged for the customer admin to address before migration.

Conversation threads in monday service are stored as Updates on Item records or as sub-items depending on configuration. We extract updates in chronological order, preserve the author (agent or customer), timestamp, and rich text body including embedded media references. In Zendesk, we insert these as ticket comments in the correct chronological sequence, marking public comments vs internal notes based on whether the update was marked internal in monday service. Embedded images stored externally are flagged for re-attachment post-migration.

SLA policies in monday service are implemented as custom date columns (First Response Due, Resolution Due) with automation rules referencing them. We extract the SLA target date values and map them to Zendesk SLA Policies with matching First Response and Next SLA milestones. Automations that update SLA columns or send escalation notifications are documented in the automation playbook for manual rebuild in Zendesk Triggers and Escalations.

Agents in monday service are standard monday.com Users. We map them by email to Zendesk Agents, preserving display names, active/inactive status, and group memberships. Group memberships from monday.com become Zendesk Agent groups. The customer's Zendesk admin provisions the agents in Zendesk Admin before migration; we match by email and assign to the corresponding groups.

Boards in monday service do not have a direct Zendesk equivalent because Zendesk is ticket-centric rather than board-centric. We use board names as Zendesk Tags on migrated tickets to preserve which board the ticket originated from. Board-level group structures are documented as Zendesk Group and View configurations for the customer admin to set up post-migration.

Row groupings within a monday service Board map to Zendesk Groups. We extract group names and item counts and deliver a group mapping table. The customer admin configures Zendesk Groups (or they are auto-created if the Zendesk Suite tier supports it) before final migration.

Monday service custom column types map to Zendesk field types: text columns to text fields, numeric columns to number or decimal fields, date columns to date fields, dropdown columns to dropdown fields, link columns to URL fields, and file columns to attachment references. Formula columns are not migratable as computed values; the source column data is preserved as a text note field and the customer admin is advised to recreate the formula logic in Zendesk as a computed field or macro if needed. We flag any column type that has no Zendesk equivalent during discovery.

Files attached to Items in monday service can be included in account exports but add significant processing time. We optionally extract files during scoping and re-attach them to the corresponding Zendesk tickets post-migration. Files stored externally in Google Drive or Dropbox are preserved as URL references in a custom field. Zendesk has a 50 MB attachment limit per ticket; we flag any files exceeding this for the customer admin to handle separately.

Tags applied to monday service Items are preserved as Zendesk ticket tags. The tag names transfer directly. Tags used for categorization or routing in monday service are documented in the automation playbook as potential Zendesk Trigger conditions.