Migrate from Rhino Support to Zendesk

Rhino Support tickets map directly to Zendesk tickets. The source subject becomes the Ticket subject, source description maps to the first public comment, and status, priority, and assignee transfer as typed fields. We preserve conversation ordering by setting the ticket created_at timestamp to the original Rhino Support creation date. Closed and open ticket status maps to the equivalent Zendesk ticket status values.

Rhino Support customer records map to Zendesk users with role=end-user. The customer email address serves as the unique identifier and dedupe key during import. Name, phone, and company association migrate to the Zendesk user profile. Where a Rhino Support customer record references a Company, we create a Zendesk Organization and link it via the user's organization_id to support the Zendesk org-to-user hierarchy.

Rhino Support company records map to Zendesk Organizations. Not all Rhino Support plans expose a distinct Company object, so during discovery we evaluate the live schema and decide whether to merge company data into the requester user record or create Organizations. The company domain maps to the Organization's domain names array for domain-based auto-lookup.

Rhino Support agent records map to Zendesk users with role=agent. We resolve agent email addresses as the unique identifier, map display name to Zendesk name, and preserve team membership in a custom user field for post-migration permission reconfiguration. Agents are imported before tickets so that assignee resolution is satisfied at ticket insert time.

Rhino Support team structures map to Zendesk Groups. In Zendesk, Groups are the primary routing unit for ticket assignment. We map the team name directly and preserve agent membership by adding each agent to the corresponding Zendesk Group during user migration. Groups are created before tickets so that the group_id reference on tickets is valid.

Ticket conversation messages from Rhino Support migrate to Zendesk ticket comments. We read the visibility flag on each message to determine whether it becomes a public Zendesk comment (visible to the requester) or an internal note (public=false). Author attribution maps to the Zendesk user who created the comment. Message body and timestamps transfer with ordering preserved.

Rhino Support custom ticket fields vary by plan tier and may not be consistently documented. During discovery we enumerate all active custom fields, their data types, and current values. We map drop-down fields to Zendesk dropdown, multi-select to Zendesk tagger, checkbox to Zendesk checkbox, text to Zendesk text, and date to Zendesk date. If the destination Zendesk plan lacks an equivalent field type, we write values to a ticket comment flagged as internal and instruct the customer to create the proper field post-migration.

File attachments on tickets and conversations migrate as Zendesk attachments where the Rhino Support platform exposes accessible download URLs. Large attachments or formats not accessible via API may require manual re-upload. We flag any attachment that fails to download during migration so the customer can identify and re-upload those files post-cutover. Zendesk enforces attachment size limits per plan tier.

Tags applied to Rhino Support tickets migrate as Zendesk tags. We map tag names exactly and note any Zendesk tag-length restrictions (max 100 characters per tag). Zendesk tags on tickets can trigger business rules and reporting filters. We preserve the complete tag list so that tag-based categorization and reporting continuity is maintained across the migration.

Rhino Support does not expose a Knowledge Base API. Any help center articles, canned responses, or public-facing FAQ content cannot be retrieved programmatically. We flag this gap during scoping and advise the customer to export articles manually via the Rhino Support admin panel before cutover. If the customer is licensed for Zendesk Guide, we can import articles into Zendesk Help Center manually or via CSV import post-migration. This is a manual scope item, not a FlitStack AI automated migration deliverable.