Migrate from SAAS First to Zendesk

SAAS First tickets map to Zendesk tickets as the primary record. We map ticket status (open, pending, resolved, closed) to Zendesk ticket Status values, priority (low, medium, high, urgent) to Zendesk Priority, and the SAAS First assignee to Zendesk Assignee via User email resolution. The SAAS First ticket channel field (email, chat, form) maps to the via.channel attribute on the Zendesk ticket. Any SAAS First SLA metadata becomes a Zendesk SLA Policy reference on the ticket.

SAAS First conversation threads migrate to Zendesk ticket comments. Each message in the conversation thread becomes a Zendesk comment ordered by the original timestamp, preserving whether the message was from a customer or an agent via the public/private comment flag. Chat-initiated messages carry a via.source attribution; email thread messages carry the via.channel email attribution.

SAAS First contacts (end-customers initiating tickets) map to Zendesk end users. We resolve by email as the dedupe key. The SAAS First contact name, email, phone, and any custom contact properties migrate to the corresponding Zendesk user fields. If SAAS First stored the contact within a company (CRM-linked), that company maps to a Zendesk Organization and the end user gets an organization_id lookup.

SAAS First's built-in CRM company records map to Zendesk Organizations. Company name, domain, industry, and any custom CRM fields migrate as Organization fields. Organization is created before any end user import so that the organization_id lookup is satisfied at the moment of user insert.

SAAS First agents map to Zendesk users with agent permissions. We resolve by email match against the Zendesk user table. Agent group membership in SAAS First maps to Zendesk Groups, and agent role permissions map to Zendesk Roles and Team assignments. Agents without a matching Zendesk user are placed in a reconciliation queue for the customer's admin to provision before the migration proceeds.

SAAS First tags on tickets migrate to Zendesk tags, which are a native flat tag model. If tags represent structured categories (product line, region, tier), we recommend mapping them to Zendesk custom drop-down or multi-select fields during scoping. Tags also copy to the Zendesk tag field automatically per Zendesk's migration behavior. The customer chooses the tag strategy based on how they use SAAS First tag filtering.

File attachments on SAAS First tickets migrate as Zendesk ticket attachments. We resolve the parent ticket reference and upload each file via the Zendesk attachments API. Inline images embedded in chat conversations migrate as Zendesk inline images on the corresponding ticket comment. Attachments are processed in a separate pass after ticket records are created to ensure parent ticket IDs are available.

SAAS First custom fields on tickets (such as product type, account tier, billing cycle, or resolution code) migrate to Zendesk ticket custom fields. We pre-create the destination Zendesk custom fields with matching types (text, dropdown, checkbox, date) before migration so that the field IDs are available for the ticket import. Custom field options on SAAS First dropdowns map to Zendesk custom field option values directly.

SAAS First custom fields stored on the contact record migrate to Zendesk end-user custom fields. If the customer used SAAS First's CRM module to store contact-level metadata (plan, MRR, contract end date), those fields migrate to the Zendesk user profile as custom fields on the end-user object.

If SAAS First contains structured help content or FAQ articles, these migrate to Zendesk Guide articles within the customer's existing Guide structure. Articles are mapped to sections and categories in Zendesk Guide. Article body content migrates as HTML or rich text per the source format. Published status maps to the Zendesk draft versus published workflow.