Migrate from Support.com Cloud to Zendesk

Support.com Cloud Tickets map directly to Zendesk Tickets. The ticket status, priority, and category fields map to Zendesk's status, priority, and type or custom ticket fields. We resolve the Agent ownership assignment to Zendesk User by email match during import. Custom ticket fields (enumerated during discovery) map to Zendesk custom ticket fields by name and type. Historical timestamps (created_at, updated_at) preserve exactly. Support.com Cloud does not have a public ticket ID schema, so we assign sequential Zendesk ticket IDs at import time and flag the original source ticket ID in a custom field for reconciliation.

Support.com Cloud Customer records map to Zendesk End Users. The customer name, email address, and phone number map to the Zendesk User name, email, and phone fields. Device information linked to the customer record in Support.com Cloud migrates to Zendesk as custom user fields or as separate Asset records if the Zendesk instance has the Assets feature enabled (Suite Growth and above). Primary contact association is preserved by setting the user as the ticket requester on all migrated tickets.

Support.com Cloud Agent profiles (name, role, team assignment) map to Zendesk Agent accounts. We resolve agents by email match. Role-based access control levels in Support.com Cloud may not map 1:1 to Zendesk's Agent roles (Light Agent, Agent, Admin); we document the gap during discovery and the customer configures Zendesk role assignment post-migration. Any Support.com Cloud agent without an email (unusual but possible in some deployments) is flagged in the reconciliation report for manual mapping.

If the Support.com Cloud instance uses a separate Company object for B2B accounts, we map it to Zendesk Organization. The Organization name, domain, and address fields migrate. Organization membership on tickets (the link between a ticket and the account it belongs to) is preserved by setting the Organization on the corresponding Zendesk ticket. Not all Support.com Cloud instances have the Company object enabled; we confirm its presence during discovery.

Support.com Cloud macros (canned response templates and workflow actions) export as macro content with trigger logic. We migrate macro body text, recipient actions, and field-update actions to Zendesk Macros as shareable templates or personal macros depending on the Support.com Cloud macro's original scope. Some Support.com Cloud macro actions (such as conditional routing logic) have no direct Zendesk Macro equivalent; these are flagged in the inventory document for manual rebuild as Zendesk Triggers or Automations.

Ticket attachments migrate in batches of up to 50 files per API call to respect Zendesk's attachment upload limits. Support.com Cloud attachments may use non-standard filename encoding and special characters; we normalize all filenames to UTF-8 before upload. Attachments exceeding Zendesk's 50 MB per-file limit are flagged in the pre-migration audit and reported to the customer for manual handling (typically hosted externally with a link placed in the ticket). Each attachment is re-associated to its target Zendesk ticket using the source ticket-to-attachment relationship preserved during export.

Tags applied to Support.com Cloud tickets migrate as Zendesk tags on the corresponding ticket record. Tag naming conventions may conflict with existing Zendesk tags (e.g., reserved words); we prefix source-system tags with the source instance identifier (e.g., scc_tagname) to prevent collision unless the customer specifies a different convention during scoping. Zendesk tags are used in triggers, macros, views, and reports, so the tagging strategy is aligned with the customer's Zendesk automation plan before migration.

Support.com Cloud custom fields on tickets and customers are enumerated during a dedicated discovery phase (one to two days added to the project timeline) because no public field registry exists. We enumerate field name, field type, and option values for every active custom field in the source instance. Each field is then created in Zendesk as a custom ticket field (or custom user field) of the matching type before the main ticket migration phase begins. Drop-down and multi-select fields generate corresponding tags in Zendesk triggers and macros per Zendesk's custom field behavior.

Support.com Cloud's remote tech-support heritage means some instances carry Device records linked to Customer accounts. Zendesk's Assets feature (Suite Growth and above) provides a structured object for managing device, product, or asset information linked to End Users and Tickets. If the destination Zendesk instance has Assets enabled, we map Device records to Zendesk Asset records with a lookup to the corresponding End User. If Assets are not available in the customer's Zendesk tier, device information migrates as custom fields on the User record.

Support.com Cloud ticket status change histories (open, pending, resolved, closed transitions with timestamps and agent actors) migrate as Zendesk ticket events and audit log entries. We preserve the agent who triggered each status change, the timestamp of each transition, and any associated comments. Zendesk's native ticket audit trail captures these automatically for new events post-migration; historical audit data is back-filled from the source export.