Migrate from NV Desk to Zendesk

NV Desk Cases are the primary ticket object, created automatically from voice, digital, and social interactions. We migrate case records with full field fidelity: status, priority, assignee, created date, updated date, and channel metadata. Case ID from NV Desk is stored in a custom Zendesk field (nv_original_case_id__c) for cross-referencing. Threaded conversation history from all channels migrates as Ticket Comments with channel attribution preserved in the comment metadata.

NV Desk Customer profiles (name, email, phone, company) map to Zendesk User as the requester. If NV Desk stores a Company field on the Customer record, we map it to a Zendesk Organization created before User import so that the OrganizationId relationship is satisfied at insert time. Users without an email address are flagged for the customer to resolve before production migration.

NV Desk Agent records (name, email, team assignment, role) map to Zendesk User records. We resolve by email match against the Zendesk destination account. Any NV Desk Agent without a matching Zendesk User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Team assignments map to Zendesk Groups, and role information is noted for the admin to configure in Zendesk Admin > Users > Roles.

NV Desk Teams group agents for routing and SLA assignment. We preserve team structure by mapping each team to a Zendesk Group. Group membership is resolved during User import by looking up the agent's team assignment in NV Desk and assigning the corresponding Zendesk Group. SLA routing rules tied to teams are documented for the customer to reconfigure in Zendesk Admin > Business Rules > SLA Policies.

NV Desk custom fields on cases vary significantly between deployments. We inventory all custom fields during discovery, classify their data types (text, number, date, dropdown, multi-select, checkbox), and map them to Zendesk custom ticket fields. Fields with no direct Zendesk equivalent are flagged for the customer to decide: create a new Zendesk custom field, use an existing Zendesk field, or drop the data. Zendesk's custom_fields array stores values by field ID, not name; we rely on field IDs during import to avoid naming collisions.

NV Desk Conversation threads attach to Cases and include voice call notes, email, chat, and social channel entries. We migrate full conversation history as Zendesk Ticket Comments, preserving the original timestamp and channel attribution. Public vs. internal note visibility from NV Desk maps to public comment vs. private note in Zendesk. Channel metadata (e.g., 'voice', 'email', 'chat') is stored in a custom comment attribute for reporting in Zendesk Explore.

File attachments on cases are migrated where accessible via the source export path. Zendesk's API supports attachment uploads up to 50 MB per file via the attachments endpoint. Large files or inline images may require chunked transfer or customer-hosted file transfer depending on size. We verify a sample of attachments post-migration to confirm correct linking to the parent Ticket.

NV Desk tags applied to cases for categorization migrate as Zendesk Tags. Tag naming collisions are resolved during the mapping phase by appending a source-prefix where needed. Zendesk automatically assigns tags based on custom field options; these auto-tags are noted but not duplicated from the NV Desk migration as they are destination-generated.

NV Desk SLA configurations define response and resolution targets per team or case type. We document SLA rules during scoping and map them to Zendesk SLA Policies (available on Suite Professional and above). Zendesk SLA Policies are attached to specific ticket views or brands; we configure the mapping during Zendesk setup and flag any SLA rules that cannot be represented in the destination's SLA object.

NV Desk KB articles and categories are migrated where accessible via the export path. HTML content is preserved and reformatted to match Zendesk Guide's HTML schema. Categories map to Guide Sections, and article hierarchy is preserved through the Section relationship. Note that Zendesk Guide must be activated before article import (Admin > Guide > Settings > Activate). The default language migrates by default; additional language translations require separate configuration.