Migrate from SupportSystem to Zendesk

SupportSystem Tickets map directly to Zendesk Tickets. We extract ticket metadata via CSV from the Agent Panel (Ticket ID, status, subject, description, creation date, update date, assignee, priority, Help Topic, custom field values) and load into Zendesk via the Tickets API endpoint POST /api/v2/tickets. The SupportSystem ticket ID is preserved in a Zendesk custom field for cross-reference. Ticket status mapping: Open/Overdue to Open, Resolved to Solved, Closed to Closed.

SupportSystem Agents export as part of ticket header CSV or via Advanced Search filtered by Agent. We extract name, email, and Department assignment per agent and create Zendesk User records with role=agent. The SupportSystem Department becomes a Zendesk custom field or group membership depending on whether the customer uses Zendesk Groups for routing. Agents without email in SupportSystem require manual email address entry before migration.

SupportSystem End Users (requesters who create tickets via the Client Portal) export via Advanced Search filtering by User Information. We map to Zendesk End Users with name, email, and any user-level custom fields. Zendesk End Users do not require a paid seat and can be bulk-imported via CSV to the Users API. We preserve any Organization assignment from SupportSystem as a Zendesk Organization lookup.

SupportSystem Organizations are a distinct object referenced on tickets. Organization records export via Advanced Search under Organization Information or as part of ticket header CSV. We map Organization name, domain, and any organization-level custom fields to Zendesk Organizations via the Organizations API. Zendesk requires Organizations to exist before Users can be linked to them, so we load Organizations before User records.

SupportSystem Custom Fields per ticket, user, or organization require Export Picker configuration before each CSV export run. We verify which custom fields are present in the sample CSV before processing the full dataset. Missing fields require a re-export with updated picker settings. Zendesk custom fields are created in Admin Center under Objects and Rules before import; drop-down and multi-select values can be bulk-imported via CSV with a 3,500 row limit per import file. We handle text, numeric, date, and checkbox field types with direct value mapping.

SupportSystem Custom Forms collect structured data at ticket creation. Form field responses export as part of ticket CSV when the Export Picker includes form fields. We map form field names and response values to Zendesk ticket custom fields, creating new custom field definitions in Zendesk Admin Center if the destination fields do not already exist. Form logic and conditional field display do not migrate; we document the form structure for the admin to rebuild as Zendesk ticket fields.

SupportSystem Help Topics drive ticket routing and can trigger specific Custom Forms. Help Topic assignment appears in ticket metadata. We preserve Help Topic routing by creating Zendesk Views that filter tickets by the Help Topic custom field value, replicating the queue visibility logic. For organizations that rely on Help Topic as a reporting dimension, we map Help Topic names to a Zendesk multi-select custom field or tag set. We do not migrate Help Topic form-trigger associations as automation; we deliver a written map of these for the admin to rebuild in Zendesk Triggers.

SupportSystem Departments assign agents and route tickets. Department data appears in ticket header exports. We map SupportSystem Department names to Zendesk Groups, creating Group records in Zendesk Admin Center and associating agents with the corresponding Group. Ticket routing by Department maps to Zendesk Views filtered by assignee Group membership.

SupportSystem Custom Lists are reusable data sets added to tickets or Help Topics. List values export as part of custom field data when form fields are included in the CSV. We handle list-to-dropdown mapping by creating Zendesk drop-down or multi-select custom fields and populating the allowed values from the SupportSystem list data. If a list has more than 3,500 distinct values, we split across multiple imports or recommend a tag-based approach in Zendesk.

SupportSystem Tags applied to tickets appear in ticket metadata exports. We preserve tag strings and create matching Tags in Zendesk. Tag-based reporting in SupportSystem maps to Zendesk tag-based Views or the Explore reporting tool. Tags with no corresponding value in Zendesk are created at import time.

SupportSystem Knowledge Base articles export as structured text with category and internal link metadata. We extract article content, title, author, and category assignment and map them to Zendesk Guide Articles under the corresponding Section and Category. Internal links require review and update post-migration because article IDs change in Zendesk. We do not migrate article permission settings or translation data as structured records; we document the locale configuration for the admin to set in Zendesk Guide.

SupportSystem stock and custom email templates exist per department. Template content exports as structured text from the platform. We extract template body, subject, and department association and map them to Zendesk Macros under the corresponding Group. Zendesk Macros are configuration objects, not records; we deliver a written inventory of the template content and recommended Macro placement for the admin to create and assign in Zendesk Admin.