Migrate from SupportBee to Zendesk

SupportBee Tickets migrate to Zendesk Tickets with all comments, internal notes, attachments, assignee (via Agent-to-User resolution), and status (Unanswered/Answered mapped to Zendesk status values open/pending/closed) preserved. We use SupportBee's authenticated API to bypass the 5 req/hr public endpoint limit and batch tickets in chunks sized to Zendesk's plan-tier rate limit (200 req/min on Team, 400 on Growth/Professional, 700 on Enterprise). A reference to the original SupportBee ticket ID is stored in a Zendesk custom field for cross-platform auditing.

SupportBee Customer records (email, name, organization, custom fields) map to Zendesk end-user records. Organization lookups from SupportBee resolve to Zendesk Organizations where the destination account has the Organizations feature enabled. All custom field values on the Customer record map to Zendesk user fields created during pre-migration schema configuration.

SupportBee Agent accounts map to Zendesk user records with the Agent role assigned. The original SupportBee agent ID is stored in a custom field on each Zendesk user for reconciliation. We resolve Agents by email match against the destination Zendesk account's user list; Agents without a matching Zendesk user enter a provisioning queue for the customer's admin to create before record migration begins.

SupportBee Teams map to Zendesk Groups for ticket routing and assignment. If the destination Zendesk account uses Zendesk Teamspaces for cross-team collaboration, we map Teams to Teamspaces as well and flag this during scoping so the customer's admin can confirm the preferred Zendesk structure before migration. Team membership from SupportBee is preserved as Group membership on each user record.

SupportBee Labels are flat key-value tags on Tickets and migrate directly to Zendesk Tags using the same label name. Zendesk automatically creates the tag if it does not exist at migration time. Label counts per ticket are preserved as tag frequency. We flag any label that may conflict with Zendesk reserved tags or characters.

SupportBee Snippets (templated agent replies organized in folders) migrate to Zendesk Macros. The snippet body content and placeholder variables transfer as-is. SupportBee folder hierarchy does not map to Zendesk natively since Zendesk Macros use a flat list with optional tag grouping; we add Zendesk macro tags matching the original SupportBee folder names and alert the admin to reorganize macro groupings post-import if folder structure was operationally relied upon.

SupportBee KBee articles (title, body HTML, category assignment, publication status) migrate to Zendesk Guide articles attached to their corresponding Section. If SupportBee uses flat categories with no sub-level, we map them to Zendesk Sections within a single root Category created during migration. KBee article links embedded in ticket replies become dead URLs in Zendesk because Zendesk Guide uses different article ID numbering; we generate a separate re-linking map (original article URL to new Zendesk article URL) for the admin to repair ticket content manually after migration.

CSAT ratings from SupportBee (score value and optional comment) attach as Zendesk Ticket Satisfaction records linked to their originating ticket. The score value (positive/negative or numeric scale) is preserved as-is. If SupportBee uses a numeric scale that Zendesk does not support natively, we store the numeric value in a custom ticket field and map the direction (positive/negative) to Zendesk's CSAT model.

SupportBee Filters are saved ticket view configurations with criteria-based queues that do not transfer as executable code to Zendesk. We document each SupportBee filter's criteria (field conditions, operators, sort order) in a written inventory that the customer's Zendesk admin uses to rebuild equivalent Saved Views in Zendesk. This is delivered as part of the migration handoff package.

File attachments on Tickets and KBee articles are downloaded from SupportBee, uploaded to Zendesk, and linked to their parent record at the correct position in the conversation thread. Original filenames and attachment ordering within threads are preserved. Attachments exceeding Zendesk's 50 MB file size limit are flagged for the customer to handle separately.