Migrate from Simplify Reality to Zendesk

Simplify Reality Customer records (contact name, email, phone, channel source) map to Zendesk User records. We map email to user.email, name to user.name, and phone to a custom user field. If the source Customer records include an organization or company association, we create a Zendesk Organization and link via the user.organization_id field. We cannot confirm the exact Simplify Reality field names without a sample export from the customer; we build custom field mappers once we inspect the actual export format during discovery.

Simplify Reality Conversation records map to Zendesk Tickets with individual messages as Ticket Comments. Each channel message becomes a separate Comment record with the author (Customer or Agent) mapped to the Zendesk User, the channel label (Email, SMS, WhatsApp, Facebook, Twitter) stored as a Ticket tag, and the message body in the Comment body. We preserve conversation threading by sorting Comments by the original timestamp. The challenge is that Simplify Reality does not document how Conversations are structured in export format; we require a sample export during discovery to confirm field mapping before production migration.

If Simplify Reality exports a separate Ticket object with status, priority, assignee, and timestamps, we map directly to Zendesk Ticket. Ticket status maps to Zendesk Ticket Status (New, Open, Pending, Hold, Solved, Closed). Priority maps to Zendesk Ticket Priority (Low, Normal, High, Urgent). If Simplify Reality used a different status vocabulary, we document the mapping during discovery and apply it during migration.

Simplify Reality channel integrations (Email inbox routing, SMS via a provider, WhatsApp Business API, Facebook Messenger page, Twitter/X account) cannot be migrated as live configurations because they are third-party credentials specific to Simplify Reality. We deliver a written channel configuration guide that lists each channel the customer used in Simplify Reality, the connection type, and the step-by-step configuration in Zendesk Admin. The customer reconnects each channel using their existing provider credentials.

Agent records in Simplify Reality map to Zendesk User records with the agent role assigned. We require a list of agent email addresses and names from the customer. Role and permission configuration (admin, agent, restricted agent) cannot be exported from Simplify Reality and must be reconfigured in Zendesk Admin. We document the agent roster and recommended Zendesk role assignments in the migration handoff.

AI reply recommendations and automated response rules are central to Simplify Reality's product, but no schema for these settings was found in the research. We cannot export automation logic. We deliver a written inventory of the automation patterns the customer used (auto-reply on channel, routing rules, suggestion triggers) based on a discovery interview with the customer's admin, and we document the equivalent Zendesk Macros and Triggers configuration for the admin to rebuild.

Simplify Reality had a documented HubSpot integration in its tech stack. Zendesk provides a native HubSpot integration available from the Zendesk Marketplace. We do not migrate HubSpot connection credentials from Simplify Reality. We document the integration configuration from the discovery interview and provide a Zendesk setup guide for reconnecting HubSpot to the new Zendesk account.

Simplify Reality listed MailChimp in its tech stack. Zendesk does not offer a native MailChimp integration, but MailChimp supports webhook-based data flows to Zendesk through Zapier, Make, or a custom webhook connector. We do not migrate MailChimp credentials. We document the original integration purpose and recommend a replacement webhook or Zapier connection plan in the migration handoff.

Simplify Reality claimed to provide visual insights into operational and customer data, but no analytics schema, export format, or reporting structure was documented. We cannot confirm what metrics were tracked or how they were stored. Analytics do not migrate. We deliver a written document listing the reported analytics categories (ticket volume, response time, channel distribution, customer satisfaction) and recommend the equivalent Zendesk Explore dashboards to rebuild post-migration.

Simplify Reality stored custom data on Customer and Conversation records, but no schema documentation was found. We request a sample export from the customer during discovery. Once we inspect the actual record structure, we create equivalent Zendesk custom fields (Ticket fields and User fields) with matching types (text, dropdown, checkbox, date, numeric) and apply them during migration. The customer may need to clarify the intended use of each custom field if the field name alone is ambiguous.