Migrate from Sagicc to Zendesk

Sagicc Cases map to Zendesk Tickets with all standard fields (subject, description, status, priority, channel source, assigned agent, team) preserved. Custom fields on Cases migrate to Zendesk custom ticket fields with type mapping: Sagicc text fields become Zendesk text fields, dropdowns become dropdowns, checkboxes become checkboxes. Sagicc case ID is stored in a Zendesk custom field for cross-reference. Channel attribution (WhatsApp, email, chat, voice, SMS, social) maps to Zendesk ticket field via the source channel indicator.

Sagicc Contacts map to Zendesk end-user accounts. We preserve contact name, document or ID fields, phone numbers, and email. Sagicc allows contacts to be created manually or via inbound channel events; we migrate both origins with channel attribution preserved in the Zendesk user profile. Any contact duplicates are flagged during scoping and resolved via email dedupe before import.

Sagicc Conversations (message threads within a case across all channels) migrate to Zendesk Ticket Comments. We preserve the full message history including WhatsApp message content, chat transcripts, email bodies, SMS text, and social media thread entries. Channel attribution per message comment is preserved using a custom field or comment tag so agents can identify the originating channel for each interaction. Media attachments within conversations (images, documents) are linked as Zendesk attachments to the relevant comment.

Sagicc Agent profiles map to Zendesk user accounts with agent or admin role. We preserve agent name, email, role assignment (admin versus agent), team membership, and active or inactive status. Agent performance metrics stored as case history timestamps migrate as part of the ticket record and are not duplicated as separate user profile fields. Agents without a matching email in the Zendesk destination go to a reconciliation queue for admin provisioning before record import.

Sagicc Teams map to Zendesk Groups with the team name and agent membership preserved. Zendesk Groups function as the routing unit for tickets; agent-to-team assignments from Sagicc map to Group membership in Zendesk so that routing rules and SLA assignments translate correctly. If Sagicc teams use a hierarchy (parent team with sub-teams), we map to Zendesk Groups with the structure preserved where Zendesk's group model supports it.

Sagicc Knowledge Base articles migrate to Zendesk Guide articles with article title, body content, categories, and associations preserved. Formatting and embedded media assets may require post-migration adjustment depending on Sagicc's content markup format. Zendesk Guide must be activated before article import (account owner goes to Guide > Settings > Activate). We document the original Sagicc category and section structure and map it to Zendesk Guide Sections and Categories. If the customer does not license Zendesk Guide, we export articles to a structured format for manual upload or alternative knowledge base hosting.

Sagicc SLA definitions (first-response time, resolution time, and business hours per team or channel) map to Zendesk SLA Policies. Each Sagicc SLA rule becomes a Zendesk SLA Policy with the applicable target hours and business hours calendar configuration. Zendesk SLA Policies are attached to ticket views or request forms at the destination, so we document the original Sagicc routing context (which team or channel the SLA applied to) for the customer's admin to re-apply in Zendesk Admin.

Tags applied to Sagicc Cases for categorization and filtering migrate to Zendesk Ticket Tags. Tag names are preserved verbatim; tag count and usage frequency do not transfer as metadata but the tag labels remain functional for reporting and filtering in Zendesk. If Sagicc tags use a naming convention that conflicts with Zendesk tag character limits (maximum 500 tags per ticket, 30 characters per tag), we truncate and flag for admin review.

Custom fields on Sagicc Cases and Contacts migrate to Zendesk Ticket Fields and User Fields respectively. We map Sagicc field data types to Zendesk equivalents: text fields, dropdowns, checkboxes, and numeric fields each have direct Zendesk counterparts. Multi-select fields from Sagicc may need to be stored as tags in Zendesk if the destination does not have an equivalent multi-select user field type. Custom field definitions are created in Zendesk Admin before migration begins; field values populate during the case and contact import phases.

File attachments within Sagicc Cases and Knowledge Base articles migrate as Zendesk Ticket Attachments and Article Attachments respectively. We transfer binary files and maintain the association to the parent record. Zendesk has a 50 MB attachment size limit per file; we flag any Sagicc attachments exceeding this limit for manual handoff. File names with non-ASCII characters are normalized to UTF-8 during transfer to avoid encoding issues in Zendesk.

Sagicc Channels (WhatsApp Business API, web chat, cloud telephony, email, Facebook, Instagram, SMS, Telegram) have partial migratability to Zendesk. WhatsApp Business API templates are tied to the Sagicc-specific Meta Business account registration and must be re-submitted under the customer's new Zendesk-registered Meta Business account; we document all active templates, their names, content, and approval status for the customer's admin to initiate re-approval with Meta. Email, chat, and social channel configurations require re-setup in Zendesk Admin; we provide a channel-by-channel handoff checklist with the original Sagicc configuration values.

Sagicc Block List entries define contacts, accounts, or domains suppressed from inbound interactions. Zendesk does not have a direct block list feature, so we export the full list and document each entry with its suppression type (contact-level, account-level, or domain-level) and the reason or notes field if populated. For Zendesk, suppressed contacts can be managed via Suppressed Addresses (for email domain suppression) or by tagging tickets with a migrated_blocked tag for agent-level filtering. The customer's admin reviews and applies suppressions in Zendesk based on the exported handoff document.