Migrate from Splashtop Remote Support to Zendesk

Splashtop Technicians map to Zendesk Agent records via email match. Role definitions (Admin, Technician, User) from Splashtop infer from the Access Permissions CSV because role schemas are not exported as standalone artifacts. We preserve the inferred role in a custom field splashtop_role__c on the Zendesk User record. Any Splashtop Technician without a matching email in the destination Zendesk org goes to a reconciliation queue for the customer to provision the User before record import continues.

Splashtop Computer Groups map to Zendesk Organizations. Group Name becomes Organization Name, and Group description maps to the Organization Notes field. The Group hierarchy (parent groups, child groups) is flattened during migration because Zendesk Organizations do not natively support hierarchical parent-child relationships; we represent hierarchy via the Organization field zd_parent_org__c as a custom lookup or as a naming convention (e.g., 'Parent Group > Child Group') in the Organization Name.

Splashtop Computers have no native Zendesk equivalent because Zendesk is a helpdesk system, not an endpoint management platform. If the customer licenses Zendesk Service Cloud, we map Computers to Zendesk Assets linked to the corresponding Organization (based on the Computer Group). If Service Cloud is not in scope, we append the managed computer list as a JSON blob in a custom Organization field (splashtop_managed_computers__c) for audit reference. The Computer Name, Group Name, and Last Session Time are preserved in either case.

Splashtop Access Permissions define which Technicians can reach which Computers or Groups, and at what role level. We decompose this matrix into two parts: the role (Admin, Technician, User) maps to the Zendesk User role (Agent, Admin), and the technician-computer-group relationship is preserved as a tag on the Zendesk User (e.g., tag: computer_group_abc) or as entries in a custom junction object if Service Cloud Assets are in scope. The Access Permissions CSV is the source of truth; we use it as a lookup table during both the Technicians and Computer Groups migration phases.

Splashtop Enterprise Service Desk Channels — SOS Call, invitation links, PIN codes, and web form widgets — have Zendesk equivalents at the Channel level. SOS Call session requests map to Zendesk Tickets with the channel set to the SOS-equivalent channel (email or web form depending on how the customer configured the SOS flow). Web form custom fields migrate as Zendesk ticket custom fields with equivalent field types. Channel-level routing rules do not migrate as code; we document the routing configuration for the admin to rebuild in Zendesk Admin Center under Channels.

Open SOS Requests (Enterprise-tier support session requests tracked in Splashtop's Service Desk console) migrate to Zendesk Tickets. The SOS session URL is preserved in a custom field splashtop_session_url__c on the Zendesk Ticket for agents to reference the original session context. Request status (open, pending, resolved) maps to Zendesk Ticket Status (Open, Pending, Solved). Requester email from Splashtop resolves to a Zendesk End User; if no matching End User exists, we create one. Closed or historical SOS Requests are migrated as historical tickets with the Splashtop ticket ID preserved in a custom field for cross-referencing.

Splashtop Computer Groups support nested hierarchies (parent group containing child groups containing computers). Zendesk Organizations are flat; we represent the hierarchy using a custom field parent_group__c on the Organization record and a naming convention for the Organization Name that reflects the full path (e.g., 'IT Department > Workstations > Engineering'). We validate that each organization's parent reference resolves to an existing Organization record before committing the import batch.

Splashtop Deployment Codes are scoped to the Splashtop account and are used to silently install the Splashtop Streamer on managed endpoints. These codes have no Zendesk equivalent and are not migrated. We deliver a CSV inventory of all active Deployment Codes with their associated computer counts and expiry status as part of the migration handoff documentation. The customer uses this to decommission the Splashtop Streamer deployment post-migration and provision a new remote support agent on each endpoint.

Splashtop Connector supports importing and exporting RDP profiles as CSV files, including Profile Name, Deploy Code, Enable Recording, and RDP-specific settings. RDP profiles are endpoint configuration data tied to the Splashtop Connector and have no Zendesk equivalent. We export the RDP profile CSVs as part of the migration artifact package and deliver them separately for the customer's IT team to evaluate whether the replacement remote support solution requires equivalent configuration.

Splashtop does not expose session history via its public REST API or admin console CSV export. Session logs are retained within the Splashtop web console but are not retrievable as standalone exportable records. We cannot migrate session history to Zendesk because no export mechanism exists on the source side. We document this gap in the scope agreement and recommend the customer archive screenshots or PDF exports of any required session logs from the Splashtop console before the migration window closes.