Migrate from Support.ly by 500apps to Zendesk

Support.ly Ticket records map to Zendesk Ticket with status, priority, channel source (email, chat, social), and created/updated timestamps preserved. The four-state Open/Pending/Resolved/Closed lifecycle maps to Zendesk's Open/Pending/On-Hold/Solved/Closed model. We apply a status mapping table during transform: Resolved maps to Solved (with the 28-day auto-close automation noted as a post-migration setting to review). Custom ticket fields require discovery of the source field schema during scoping before field-level mapping begins.

Support.ly Customer records map to Zendesk End User (User object). Contact details — name, email, phone, address — migrate directly. Ticket history attaches to the End User record via the ticket's requester_id. Any missing fields on the source get default values in Zendesk so the record is valid. Note that Zendesk suspended contacts change status to unsuspended during migration; suspended contacts cannot be ticket requesters and we flag any such records for the customer's admin to resolve.

Support.ly Company records map to Zendesk Organization. The linking structure — multiple customer contacts attached to a single organization — is preserved via the Organization membership relationship in Zendesk. We create the Organization before importing its associated End Users so that the organization_id reference is satisfied at the moment of User insert.

Support.ly Agent profiles map to Zendesk Agent user accounts. We resolve agents by email match against the Zendesk destination org's User table. Agent names, basic profile data, and team associations migrate. Zendesk's Light Agent role (can view and update tickets but cannot be closed-ticket owner) may be appropriate for some imported agents depending on the customer's target Zendesk tier; we note this during scoping. Agents without a matching Zendesk user go to a reconciliation queue for the admin to provision before record import resumes.

Support.ly Teams group agents for routing purposes. Teams map to Zendesk Groups. We reconstruct the agent-to-team membership relationships during migration by mapping Support.ly agent-team assignments to Zendesk Group membership records. Routing configuration (which team receives which ticket types) does not migrate; we deliver a written inventory of the routing logic for the Zendesk admin to rebuild using Zendesk's routing attributes and Business Rules.

Support.ly conversation threads attached to tickets migrate to Zendesk Ticket Comments. We preserve the full message chain including timestamps, sender identity (agent vs end user), and HTML or text formatting. Message ordering is maintained by sorting on the original timestamp. Internal notes from Support.ly migrate as private comments in Zendesk (visible to agents only). Any HTML complexity in message bodies is cleaned to ensure rendering consistency in Zendesk's comment interface.

File attachments on tickets are downloaded from Support.ly and re-uploaded to Zendesk during import. We preserve original filenames and attachment ordering. Zendesk enforces attachment size limits per plan tier; we flag any attachments that exceed the destination tier's limits during scoping and the customer decides whether to resize, compress, or exclude them.

Tags from Support.ly migrate as Zendesk Tags. The full flat tag vocabulary is preserved as a string array and imported as Zendesk tags on the corresponding Ticket records. Tags used for ticket segmentation and filtering in Support.ly will function in Zendesk's tag-based views. Zendesk also auto-assigns tags based on custom field options during migration; we note these in the handoff documentation.

Support.ly KB articles migrate to Zendesk Guide Articles. Title, body content, and publication status transfer. HTML content complexity is cleaned during transform to ensure rendering in Zendesk's article editor. Article authorship and timestamps migrate. Articles without a mapped category are placed in a default Zendesk Section pending category assignment during the KB rebuild phase.

Support.ly KB categories map to Zendesk Guide Sections. The category hierarchy reconstructs in Zendesk's three-tier model: Category (top), Section (middle), Article (bottom). We map Support.ly category names to Zendesk Section names, and map article-category assignments to article-section assignments during import. If Support.ly uses a single-tier category model, we create a flat Section structure in Zendesk and note that multi-tier hierarchy requires manual configuration in Guide post-migration.

Support.ly survey and CSAT responses attached to tickets migrate as custom fields on the Zendesk Ticket or as records in a Zendesk Custom Object. Zendesk has a native Satisfaction Rating API for CSAT scores, but Support.ly's survey schema is not publicly documented, so we request sample survey records during discovery to confirm field types before designing the target schema. The customer may also activate Zendesk's native CSAT feature post-migration and use it going forward while historical scores remain in the imported custom fields.

Support.ly custom fields on Tickets, Customers, and Companies require discovery-driven mapping against Zendesk's custom field schema. No public schema documentation exists for Support.ly custom fields, so we ask the customer to provide sample records or screenshots of the custom field configuration during discovery. We then map field names, infer types (text, number, date, dropdown, checkbox), and create matching Zendesk custom fields before migration begins. Field keys in Zendesk are immutable once set, so we coordinate naming carefully during the schema design phase.