Migrate from Slaask to Zendesk

Slaask Conversations map to Zendesk Tickets. Each Conversation becomes a Ticket with the visitor's name and email in the Requester field, the originating page URL as a custom Ticket field, the conversation status (open/resolved) mapped to Ticket Status, and the timestamp preserved. Slaask Conversation metadata (routing channel, team assignment) is stored as a private Zendesk comment for audit. If a Conversation was not mirrored to Slack, it is recovered from the Slaask dashboard export where available.

Slaask Messages within each Conversation land as Zendesk Ticket Comments in chronological order. We set the Comment author based on whether the message was from a visitor or an agent (identified by the Slaask message sender type). Messages from Slaask that were posted to Slack channels are cross-referenced against the Slack Business+ export to fill gaps in the Slaask dashboard record. Zendesk public vs private comment visibility is preserved from the original Slaask message visibility setting where identifiable.

Slaask Visitor records (name, email, and any Custom Attribute values) map to Zendesk End Users. We land each Visitor as a Zendesk User with the type set to end-user. Visitor email becomes the Zendesk User email field and serves as the dedupe key. Any Slaask Custom Attribute values on the Visitor record migrate to Zendesk User custom fields that we pre-create to match the Slaask attribute schema. If a Visitor appears in multiple Slaask Conversations, they become a single Zendesk User linked to multiple Tickets.

Slaask Custom Attributes on visitor profiles map to Zendesk User custom fields (for visitor-level metadata like company name, plan tier, or account ID) and Ticket custom fields (for conversation-level metadata like page URL, referrer, or product area). We parse the Slaask dashboard export to enumerate all Custom Attribute keys and data types, then create matching Zendesk fields before migration. Dropdown and multi-select attributes in Slaask map to Zendesk dropdown and tag fields respectively.

Slaask conversations that were routed to Slack channels are recoverable via the native Slack Business+ export (Business+ plan or higher). We extract Slack message history by channel and thread, filter for messages originating from the Slaask integration (identified by bot user or channel name pattern), and land them as Zendesk Ticket Comments. Slack thread structure maps to Zendesk comment threading by matching Slack thread_ts to the parent Slaask Conversation timestamp. This is the most reliable data source when the Slaask dashboard export is incomplete or unavailable.

Slaask routing rules directing conversations to specific Slack channels or team members have no direct Zendesk equivalent because Slaask used Slack channels as the routing target rather than agent queues. We document every Slaask routing rule during discovery (source channel, target channel, condition logic) and deliver a written Zendesk configuration specification mapping each rule to an equivalent Zendesk View with filtering conditions and a Trigger for assignment or notification. The Zendesk admin rebuilds the routing logic in Zendesk Admin. Routing rules do not migrate as code.

Slaask widget appearance settings (color, position, greeting message, trigger rules, offline message) and JavaScript snippet configuration are Slaask-specific and cannot be extracted for import. We document the current widget configuration during the discovery call and deliver a written Web Widget setup specification for Zendesk, including recommended widget positioning, greeting text, and pre-chat form fields. The customer's Zendesk admin implements the widget configuration post-migration. Widget settings do not migrate.

Slaask integrations beyond Slack (CRM connectors, analytics tools, or webhook targets) are not recoverable in migration because the integration credentials and configuration lived in the Slaask platform. We audit which third-party tools were connected to Slaask and document the equivalent Zendesk integration path for each. For CRM integrations, we recommend configuring the native Zendesk CRM sync or installing the relevant Zendesk Marketplace app post-migration. Third-party tool configuration does not migrate.

Slaask agent accounts referenced in Conversation metadata (assigned agent, responding team member) are mapped to Zendesk Agent User records by email address. If a Slaask agent has no corresponding Zendesk agent account, we assign the Ticket to a default Zendesk agent queue for manual reassignment. Slaask agent profile information (display name, avatar) is preserved as a private Ticket comment for historical reference.

File attachments shared within Slaask Conversations are recovered from the Slaask dashboard export where present and attached to the corresponding Zendesk Ticket as file uploads. Attachments are subject to Zendesk's file size limits (20 MB per file on Suite Team, higher on upper tiers). We flag any attachments exceeding Zendesk's limit for customer handling. If attachments were stored in Slack (not Slaask), we cross-reference the Slack export and download attachments from Slack directly.