Migrate from Servicely to Zendesk

Servicely Tickets (covering incidents, service requests, and problems) map directly to Zendesk Tickets. We map subject, description, status, priority, assignee, requester, created_at, and updated_at to their Zendesk equivalents. Custom ticket fields migrate to Zendesk custom_fields array using field ID lookup. Servicely's AI-generated resolution notes (stored as ticket comments or custom note fields depending on customer AI configuration) preserve as formatted comment blocks on the ticket.

Servicely Company records map to Zendesk Organizations. Company name becomes Organization name, and any custom company properties migrate as organization-level custom fields. The Organization must be created before any Tickets referencing it are imported so that the organization_id foreign key is satisfied at insert time.

Servicely Customer records (end-user profiles with contact details and portal association) map to Zendesk End Users. Email, name, and phone migrate directly. Custom properties on the Customer record map to Zendesk user-level custom fields. We resolve the email address as the dedupe key to prevent duplicate user records during import.

Servicely Agent records (user accounts with role-based access and assignment permissions) map to Zendesk Agent accounts. We map agent email and role, but Zendesk permission sets (Light Agent, Agent, Admin roles) require post-migration configuration by the customer's Zendesk administrator because permission set definitions vary between platforms.

Servicely Service Catalog items (requestable services with variable fields and approval chains) do not have a native Zendesk equivalent. We map catalog item titles to Zendesk Help Center articles with the item fields represented as structured article sections, and the submission form as a Zendesk Request Form. Approval routing logic does not migrate as automation; we document the approval chain in the workflow inventory for the customer's admin to rebuild using Zendesk Business Rules.

Servicely SLA configurations (response and resolution deadlines tied to ticket priority) map to Zendesk SLA Policies. We migrate SLA names, target hours, and the priority mapping. Actual SLA enforcement depends on Zendesk's Business Hours configuration, which we set up during migration as a separate configuration step. SLA metric definitions (first response time, next response time, resolution time) map directly.

File attachments on Servicely Tickets and Knowledge Base articles migrate with their original filenames and MIME types. We download files from Servicely's attachment storage and re-upload to Zendesk's attachment API, preserving URL references where Zendesk supports attachment linking. Inline images in ticket comments and article HTML migrate as ContentAsset records attached to the parent entity.

Servicely Knowledge Base articles (resolution content linked to tickets) migrate to Zendesk Help Center articles. We map title, body HTML, category, and tags. Formatting compatibility depends on whether Servicely uses rich text; we run an HTML sanitizer to strip incompatible markup before inserting into Zendesk's article editor. Category and section structure in Servicely maps to Zendesk Guide's section hierarchy.

Tags applied to Servicely Tickets and articles for categorization migrate as Zendesk Tags. No value transformation is required. Tags on custom fields (Servicely multi-checkbox properties) migrate as Zendesk tags linked to the parent record. The customer chooses whether tags used for reporting should instead map to Zendesk topics during scoping.

Servicely stores workflow trees with activity node types (comment, user action, approval, complete, scriptable, scriptable async, timer, if/else). We export the workflow JSON as a structured document. Each node type maps to a recommended Zendesk construct: comment nodes to macros, approval nodes to Zendesk Ticket Tasks or manual handoff documentation, timer nodes to Zendesk Automations with time-based conditions, and scriptable nodes to a documented rebuild requirement because Zendesk has no scriptable node equivalent. We do not migrate workflows as code; the written inventory is the deliverable.

Servicely custom ticket fields and custom company properties (enumerated during the mandatory schema discovery call) map to Zendesk ticket-level and organization-level custom fields. Custom field type mapping follows: Servicely text maps to Zendesk text, dropdown to dropdown, multi-select to tag or multi-select depending on use case, and numeric to integer or decimal. Each Servicely custom field requires a corresponding Zendesk custom field to be created before migration begins; we provide the field creation checklist as part of the pre-migration configuration guide.