Migrate from Sqanit to Zendesk

Sqanit Devices (serial, model, install date, owner, compliance status) have no direct Zendesk equivalent. We store Sqanit device identifiers, model, and serial as Zendesk Organization custom fields (sqanit_device_id, sqanit_device_model, sqanit_serial) so that support staff can reference device context on any ticket. If the customer requires a formal asset management capability, we recommend a Zendesk SunCo partner app or a separate asset management integration post-migration.

Sqanit Service Tickets map to Zendesk Tickets. The Sqanit ticket status (open, in_progress, resolved, closed) maps to Zendesk ticket Status values. Priority maps from Sqanit priority levels to Zendesk Priority. The Sqanit device_id linking the ticket to a device is stored in a Zendesk custom field (cf_sqanit_device_id) so the device context survives migration. Assignee from Sqanit resolves to a Zendesk User by email match.

Sqanit Organizations (manufacturer accounts or enterprise customers) map directly to Zendesk Organizations. The Organization name, domain, and any custom fields migrate 1:1. Zendesk Organizations serve as the grouping mechanism for End Users and provide the context for SLA policies and ticket routing rules.

Sqanit End Users (consumers who scan QR codes) map to Zendesk End Users. We extract name, email, language preference, and device ownership links. The device ownership link is preserved by cross-referencing the sqanit_device_id stored on the related Zendesk Organization custom fields. End Users without email receive a generated placeholder email flagged for admin review.

Sqanit Technicians map to Zendesk Agents. We resolve by email match against the destination Zendesk User table. Role assignment (admin, agent, or custom role) is set during migration based on the technician's permissions in Sqanit. Any technician without a matching Zendesk User is held in a reconciliation queue for the customer's Zendesk admin to provision before record import resumes.

Sqanit interaction records (scans, AI-assisted resolutions, manual updates, technician replies) map to Zendesk Ticket Comments. We preserve the original timestamp, the actor (end user vs technician), and the interaction type as Zendesk comment attributes (public vs private). Multilingual content retains the original language tag. This preserves the chronological service history against each ticket.

Sqanit Compliance Records (inspections, certifications, regulatory filings per device) are device-linked and often industry-specific. We extract compliance record metadata as key-value pairs and store them in Zendesk Organization custom fields under the device context. For documents (PDFs, certificates), we migrate them as Zendesk Attachment records linked to the Organization or relevant Ticket. We flag any EU Digital Product Passport records requiring specific formatting for manual verification.

Sqanit KB articles and guided workflow content map to Zendesk Guide Articles under the customer's Zendesk Help Center. Locale tags from Sqanit (524+ supported languages) map to Zendesk Guide locale settings. We extract article title, body content, and locale, then publish to the corresponding Zendesk Help Center section. Workflow logic (branching, conditional routing) does not migrate as code; we document the workflow steps for the customer's admin to rebuild using Zendesk SLA policies and Macros.

Sqanit's modular activation (Service Management, Asset Management, CX Management) has no direct Zendesk equivalent. We assess which Zendesk Suite plan covers the customer's activated modules: Suite Team covers basic ticketing, Suite Growth adds SLA and Multilingual content, Suite Professional adds advanced workflows, and Suite Enterprise adds custom roles and data center options. We recommend a Suite tier during discovery based on the active Sqanit module set.

Sqanit's 524+ language support for self-service content requires locale mapping to Zendesk Guide. Zendesk Guide supports 40+ locales natively. For any Sqanit locale not natively supported by Zendesk, we store the content in the closest available Zendesk locale and flag the article for manual translation or integration with a localization service. Language preference stored on Sqanit End Users maps to Zendesk User locale settings for ticket correspondence.