Migrate from Movidesk to Zendesk

Movidesk Tickets map directly to Zendesk Tickets. The Movidesk status, priority, owner, ownerTeam, changedBy, changedDate, permanencyTimeFullTime, and permanencyTimeWorkingTime fields are mapped to their Zendesk equivalents (status, priority, assignee_id, group_id, updated_at). The statusHistory audit log migrates as a custom field or JSON-encoded tag for traceability. Original Movidesk ticket IDs are stored in a custom field or added as tags so historical references remain searchable post-migration, since Zendesk assigns its own ticket IDs on import.

Movidesk's unified People object (agents and customers in one table) must be split into Zendesk's End User and Agent user types. We determine the split by examining the person's role assignments and Movidesk access profile during scoping. Agents are created as Zendesk Agents (or Admins if they have Movidesk administrative permissions); customers and requesters become Zendesk End Users. Email addresses serve as the dedupe and matching key. User provisioning must be validated before the ticket migration phase begins.

Movidesk Organizations (companies) map directly to Zendesk Organizations. Organization domain and contact data migrate as Organization fields. Organization is created before any ticket or user import that references it so that the Organization lookup is satisfied at the moment of insert.

Movidesk Services represent service-level abstractions that have no direct Zendesk equivalent. We migrate service definitions as either a Zendesk custom field (drop-down type with the service names as options) or as Zendesk Topics depending on the customer's intended use. The choice is confirmed during scoping. Service-to-ticket relationships are preserved as the custom field value on each migrated ticket.

Billing agreements are Movidesk-specific and require field-level mapping to the destination. In a standard Zendesk Support migration, billing agreements migrate as a custom text or multi-text field on the Organization record. If the customer also licenses Zendesk Sell, contracts migrate to the Sell Contract object. We confirm the destination during scoping.

Movidesk Assets track equipment or products linked to tickets and organizations. Zendesk Support does not have a native Asset object. We migrate asset data as custom fields on the related Organization record or as a custom field on the ticket, depending on whether assets are organization-scoped or ticket-scoped in the source. Customers requiring a full asset management system after migration should evaluate Zendesk Explore for reporting or a dedicated asset management integration.

Movidesk KB articles migrate to Zendesk Guide articles within the mapped category and section hierarchy. Article body, title, author, status (draft/published), and attachments transfer directly. For multilingual knowledge bases, we export articles in their source languages and note that Zendesk Guide requires per-locale article publication setup; articles do not automatically appear in all enabled locales after migration. We flag any incomplete translation sets that may prevent articles from displaying correctly.

Movidesk KB categories map to Zendesk Guide categories and sections. Movidesk's flat category structure maps to Zendesk's Category > Section > Article hierarchy. If Movidesk uses a two-level category model, we map the top level to Zendesk Category and the second level to Zendesk Section. Category translations migrate with the articles; Zendesk Guide requires translations to be configured per locale in the Help Center settings after migration.

Movidesk's ticketCustomFieldValue API is POST-only with three named operations (InsertValues, UpdateValues, DeleteValues) embedded in the URL path. Zendesk uses a typed custom_fields array keyed by field ID. We discover the Movidesk custom field schema during scoping, pre-create equivalent Zendesk ticket fields (matching field types: text, dropdown, checkbox, date, numeric), then generate the correct Zendesk custom field values per ticket during import. Each custom field update counts toward Movidesk's 10 req/min rate limit, so we batch and sequence these operations separately from primary object imports.

Movidesk SLA definitions (first response time, next response time, resolution time) map to Zendesk SLA Policies. We export SLA rule names, time thresholds, and business hours settings, then configure corresponding Zendesk SLA Policies before migration so that new tickets created in Zendesk during the migration window inherit the correct SLA targets. SLA fulfillment metrics on historical tickets are preserved as custom fields.

Movidesk ticket and article tags migrate as flat label associations to Zendesk Tags. Tags transfer as-is without transformation. Zendesk's tag management allows post-migration cleanup or consolidation if the customer wants to rationalize their tag taxonomy after the migration.

Movidesk Workflow rules define sequential task execution and automation. Workflow must be explicitly enabled in the agent's access profile before the UI option appears in Movidesk. We export workflow definitions including trigger conditions, action sequences, and routing logic, then deliver a written inventory with a recommended Zendesk equivalent (Zendesk Triggers, Automations, or Macros) for the customer's admin to rebuild post-migration. Workflow automation does not migrate as executable code.