Migrate from Richpanel to Zendesk

Richpanel Conversations map directly to Zendesk Tickets. The full message thread (customer messages, agent replies, internal notes) migrates as ticket comments. Conversation status maps to Zendesk Ticket Status (Open, Pending, Solved, Closed). Priority and assignee transfer to Ticket Priority and Assignee fields. Tags from Richpanel migrate as flat tag strings, which Zendesk renders in the Tags field on the ticket.

Richpanel Customer Profiles migrate to Zendesk Users. The profile email becomes the User email and serves as the dedupe key during import. Name, phone, and billing address fields map to Zendesk User fields. Shipping address maps to a custom User field. Any custom profile fields discovered during scoping are mapped individually by type: text to text, dropdown to dropdown, date to date.

If the Richpanel customer has a shared domain across multiple profiles, we create Zendesk Organizations to group related Users. The organization name derives from the email domain or a designated company name field on the Customer Profile. This grouping enables agent views and routing by organization at the Zendesk level.

Richpanel Orders are linked objects sourced from the connected ecommerce platform. They contain order reference, line items, totals, fulfillment status, and tracking. In Zendesk, order context can be stored as a Ticket custom field (for Zendesk Suite Professional and below) or as a Zendesk Custom Object (Enterprise Suite) with a lookup relationship to the User or Organization. We determine the appropriate strategy during scoping based on the destination Zendesk edition and the customer's reporting needs.

Richpanel Subscriptions are only available on certain plan tiers and link to the ecommerce platform's subscription data. Subscriptions migrate as a separate lookup object or as structured custom fields on the related Ticket or User depending on the Zendesk edition. We scope subscription data as a secondary artifact and flag whether the destination tier supports the required schema depth.

Richpanel Agent records (name, email, role, team membership) map to Zendesk Users with the agent role. Role-based access control (Admin, Agent, Viewer) maps to the corresponding Zendesk User role. Team membership from Richpanel translates to Zendesk Group membership. We resolve agents by email during import and flag any Richpanel agent without a matching Zendesk User for manual provisioning before production migration.

Richpanel Teams are organizational units used for ticket routing and assignment. They map to Zendesk Groups. Team member lists transfer as Group membership. Richpanel routing rules based on team assignment are documented for rebuild in Zendesk as Trigger or Omnichannel Routing rules.

Tags applied to Richpanel Conversations and Customer Profiles migrate as flat tag strings to Zendesk. Zendesk renders tags in the Tags field on the ticket and optionally propagates them to tag-based views and macros. We preserve the full tag vocabulary without transformation.

Richpanel custom fields on Conversations are discovered via the API during scoping. Each field is mapped individually: text fields to Zendesk text, dropdowns to Zendesk dropdown or tag-based fields, date fields to Zendesk date, checkbox fields to Zendesk checkbox. Custom field schema must be pre-created in Zendesk before ticket migration begins.

Richpanel custom fields on Customer Profiles map to Zendesk User custom fields. Same type mapping rules apply as for conversation custom fields. User custom fields are pre-created in Zendesk before the User migration phase begins.

File attachments on Richpanel conversations (images, PDFs, order documents) are stored in Richpanel's media layer. We extract attachment metadata, re-download files, and re-upload to Zendesk as ticket attachments linked to the corresponding comment. Attachment size and format constraints from Zendesk's API apply during upload.

Richpanel Help Center articles (title, body, category, published status, and author) migrate to Zendesk Guide articles. Portal categories map to Zendesk Guide Sections, and sections map to Zendesk Guide Categories. Custom flows, order management widgets, and agent hand-off configurations are not migratable data records; we document them as a reference artifact for the customer's admin to rebuild using Zendesk Guide's article editor or the Actions and Integrations layer.