Migrate from Rezolve.ai to Zendesk

Rezolve.ai Tickets migrate to Zendesk Tickets with status, priority, type, and assignee preserved. Rezolve.ai's conversation threads attach as Zendesk comments in chronological order. AI resolution flags (auto-resolved, escalated, pending skill) do not transfer as native fields; we capture them in a custom ticket field rezolve_resolution_type__c for reporting. Original Rezolve.ai ticket IDs are stored in a custom field rezolve_ticket_id__c for cross-referencing in audits.

Rezolve.ai knowledge articles migrate to Zendesk Guide articles within the existing Help Center structure. We map Rezolve.ai categories and sections to Zendesk sections and categories. AI-resolution metadata (confidence thresholds, linked Skills, auto-resolution rules) does not have a Zendesk equivalent and is documented as a separate AI configuration task post-migration. Article content, attachments, and internal notes transfer as-is.

Rezolve.ai employee user records (email, department, manager, location) migrate 1:1 to Zendesk End Users. Role assignments (end user vs agent) are resolved through the Rezolve.ai user type field. Users without an email address are flagged for the customer's Zendesk admin to assign a placeholder or map to an SSO identity.

Rezolve.ai Agent profiles migrate to Zendesk Agent accounts. We preserve agent names, email addresses, and team memberships. Role-based permissions (admin, agent, light agent) map to Zendesk's role model. Any agent workload or SLA data from Rezolve.ai transfers as a custom field rather than a native attribute.

Rezolve.ai Teams represent routing groups and service desk squads. They migrate to Zendesk Groups with membership preserved. Routing rules and SLA assignments are Rezolve.ai-specific and documented for configuration recreation in Zendesk's SLA policies and routing settings. Group-level reporting in Zendesk Explore uses the migrated group structure.

Rezolve.ai's Knowledge Skills and Task Skills are AI resolution units with no Zendesk equivalent. We document every Skill's trigger conditions, linked knowledge articles, and intended resolution action during scoping, then map each to a Zendesk automation trigger, macro, or AI agent intent. The customer's Zendesk admin rebuilds these using Zendesk's automation builder and AI agent configuration. This is explicitly a rebuild, not a transfer.

Rezolve.ai conversation threads attached to Tickets migrate as Zendesk ticket comments. Message timestamps, author (agent or end user), and text content transfer directly. File attachments on conversations attach to the corresponding Zendesk ticket. Teams-specific metadata (reaction counts, thread formatting) does not transfer. AI-handled message flags are preserved as internal notes on the ticket.

Rezolve.ai custom fields on Tickets migrate to Zendesk custom ticket fields. We match field data types (text, dropdown, checkbox, date, numeric) to Zendesk field types. Any Rezolve.ai custom field with picklist values derived from Skill associations or proprietary formulas is flagged for the customer's admin to recreate the picklist in Zendesk's field editor before migration.

File attachments on tickets, knowledge articles, and conversations migrate as Zendesk attachments. We preserve file names and link them to the corresponding destination records. Files exceeding Zendesk's 20 MB per-attachment limit are flagged for chunking or alternative storage (S3, SharePoint) with a reference link in the Zendesk record.

Rezolve.ai tenant-level settings (branding, notification rules, SLA configurations, escalation policies, business hours) are documented during scoping. Zendesk equivalents (SLA policies, triggers, business hours, brand settings) are configured by the customer's Zendesk admin using our documented settings map. We do not import settings as code; we deliver a written configuration guide referencing the Rezolve.ai values.