Migrate from Sprinklr Service to Zendesk

Sprinklr Cases map to Zendesk Tickets. The Sprinklr case_id becomes a custom field zendesk_original_case_id__c for cross-reference. Channel source (voice, social, email, chat, messaging) from Sprinklr's channel metadata migrates as a ticket tag and a custom ticket field. SLA timestamps (first response, next response, resolution) migrate to Zendesk SLA metrics; we flag any Case with breached SLA at migration time so the customer can set appropriate expectations post-cutover. Open Cases migrate as open Tickets; closed Cases migrate with their original status preserved.

Sprinklr Contacts map to Zendesk end-user records. The email address is the dedupe key; if a Zendesk User with the same email already exists, we merge rather than duplicate. Custom Contact properties from Sprinklr migrate as Zendesk user fields of matching type. Sprinklr Contact tags migrate as Zendesk tags on the User record for segmentation purposes.

Sprinklr Company records map to Zendesk Organizations. Company name is the primary field; domain, address, phone, and custom properties migrate as Organization fields. Linked Contacts in Sprinklr reference the Company; we resolve Organization ID before inserting Users so that each User can be associated to its Organization at creation time.

Sprinklr Agent profiles map to Zendesk Agent accounts. We resolve agents by email match against Zendesk Users with agent role. Skill tags and team memberships from Sprinklr migrate as Zendesk tags and group memberships respectively. Any Sprinklr agent without a matching Zendesk agent account goes to a reconciliation queue for the customer's admin to provision before record import.

Sprinklr Teams map to Zendesk Groups. Team member lists migrate as Group Membership records attached to each Agent. Team-based routing configuration in Sprinklr is noted as a metadata field for the customer to reconfigure in Zendesk's routing settings post-migration.

Sprinklr custom fields on Cases and Contacts (text, picklist, numeric, date, boolean) map to Zendesk ticket fields and user fields of equivalent type. Picklist values from Sprinklr migrate as Zendesk tag values or custom field options depending on the field cardinality. Required field settings are disabled during import to prevent rejections and re-enabled post-migration once data is confirmed.

Sprinklr custom entity types created via Entity Manager have no direct Zendesk equivalent and require schema flattening. We export custom entities via the Entity Manager API, analyze the schema per tenant, and decide whether to map them to Zendesk custom objects (Enterprise tier) or to a related ticket structure with custom fields. This decision is made during scoping and validated in the test migration. Custom entity lookup relationships to standard entities are preserved as ticket custom fields holding the related entity reference.

Sprinklr message threads attached to a Case migrate as Zendesk Ticket comments. Each message records channel source, timestamp, sender, and content. Channel attribution is preserved as a comment tag (e.g., twitter, facebook, email) so the customer can filter ticket history by channel. Outbound agent replies and inbound customer messages are separated by the comment author type. Draft messages are exported separately via API before migration and flagged as a separate deliverable; we do not import drafts into Zendesk as they do not exist in Zendesk's model.

Sprinklr Tags applied across Cases and Contacts migrate to Zendesk Tags. Tag taxonomy is preserved with the original tag names. We deduplicate tags that appear only once and have no reporting value, at the customer's discretion.

Sprinklr Knowledge Base Articles migrate to Zendesk Guide Articles. We export via the built-in KB export function or API, preserving title, body content, category hierarchy, publish status, and external/internal article flags. Article categories map to Zendesk Guide Sections and Categories. Articles linked to specific Cases for agent recommendations are noted for the customer to re-link in Zendesk's article-to-ticket association settings post-migration. Periodic KB sync configuration (requiring Success Manager in Sprinklr) does not migrate; we flag it as a post-migration admin task.

Sprinklr dashboard and widget exports (PDF, Excel, PNG, CSV) are extracted directly and delivered as a structured report package alongside the data migration. These are not imported into Zendesk (which has its own reporting engine) but serve as the baseline for the customer to rebuild equivalent reports in Zendesk's Explore module.