Migrate from Sobot Omnichannel Suite to Zendesk

Sobot Customer records map directly to Zendesk End-Users. The Sobot CRM-integrated customer profile (name, email, phone, custom fields) maps to the Zendesk User object. Sobot's list-view fields export cleanly via Sobot's bulk export function and import into Zendesk via User bulk import or the Zendesk Users API. We flag Sobot Customers with agent or admin roles as requiring separate provisioning in Zendesk's Admin Center under Agent Management before the Customer migration runs.

Sobot Tickets map 1:1 to Zendesk Tickets. Ticket status values (open, pending, resolved, closed) transfer to Zendesk Ticket Status enumerations, and Sobot priority values map to Zendesk Priority (low, normal, high, urgent). Custom ticket fields on Sobot require field-level mapping during scoping to the nearest Zendesk equivalent field type: text, number, date, dropdown, or boolean. Closed-ticket timestamps and requester information are preserved.

Sobot channel configurations for email, WhatsApp, Facebook, Instagram, LINE, and web chat transfer as channel-type metadata on the Zendesk Ticket record. Each Ticket in Zendesk carries a via attribute that records the source channel. Channel connection status (active, inactive) is preserved as a custom field. Note that WhatsApp requires independent account provisioning covered in the WhatsApp gotcha.

Sobot Agent accounts map to Zendesk User records with the agent role assigned. Sobot agent role fields (supervisor, regular agent) map to Zendesk User custom fields or to Team membership depending on the customer's structure. Sobot Agent status (active, inactive) maps to Zendesk User.active. We resolve by email match during migration and flag any Sobot Agent without a matching Zendesk User in a reconciliation queue.

Sobot team structures and skills-based routing configurations map to Zendesk User Groups and Skills. Sobot's skills assignment (routing customers to agents by skill tag) requires translation to Zendesk Skills under Admin Center, which is available from Suite Professional tier. If the customer is on a lower Zendesk plan, team structures migrate as User Groups only and skills routing is documented for the admin to configure post-migration.

Sobot Conversation threads (messages from customer and agent, internal notes, and handoff context) merge into Zendesk Ticket Comments. Each Sobot conversation message becomes a Zendesk Comment record linked to the Ticket. Public messages map to Zendesk Comment.public; internal Sobot notes map to Comment.internal. Handoff context from Sobot's agent transfer logs is preserved as an internal comment for audit continuity. Multi-channel Sobot conversations from the same customer merge into a single Zendesk Ticket.

Sobot workflow automation rules are extracted as structured definitions (trigger event, conditions, actions, delays). We do not migrate these as live Zendesk automations because the rule logic and action types differ between platforms. We deliver a written inventory of each Sobot automation with its trigger, conditions, and recommended Zendesk Trigger or Automation equivalent. The customer's admin rebuilds them in Zendesk Admin Center post-migration.

Custom fields on Sobot Customer and Ticket records are mapped to Zendesk Ticket Fields (for ticket-scoped fields) or User Fields (for user-scoped fields). Sobot field types map as follows: text to text, number to integer, date to date, dropdown to tagger (Zendesk's dropdown equivalent), multi-select to multi-select. Any Sobot custom field without a Zendesk equivalent is flagged as requiring a custom field creation during schema setup.

Sobot KB Articles and KB Categories transfer as Zendesk Guide Articles with Section assignments. Sobot's knowledge optimization data (search keywords, article feedback) maps to Zendesk article metadata fields. Zendesk Guide must be activated and configured in the target Zendesk account before KB migration begins; Guide is included with Suite Team and above, and available as a separate add-on on Support Team.

Sobot's 300+ built-in reports and custom report definitions require mapping to the Zendesk reporting schema. We deliver a written inventory of every Sobot report with its data source, filters, and visualization type, and a recommended approach for rebuilding each in Zendesk Explore or as a custom report in the Zendesk reporting interface. We do not migrate report definitions as executable code.

Sobot tag assignments on Customer and Ticket records transfer directly to Zendesk Tag assignments on the equivalent records. Sobot's tag taxonomy maps to Zendesk tag names without transformation. Tags applied during Sobot conversation tagging carry over as Zendesk Ticket tags for use in Zendesk triggers and views.