Migrate from Suptask to Zendesk

Suptask Tickets map directly to Zendesk Tickets. We extract Assignee, Status, Priority, Description, Organization, and Tags from Suptask via the Export API or REST API and write to Zendesk Tickets API. The Suptask Status and Priority enums map to Zendesk Status and Priority field values, with open Suptask statuses mapping to open Zendesk statuses. Ticket description text migrates as the initial Zendesk Comment. Free-plan customers with truncated history are warned before export begins; only retrievable records migrate.

Each Suptask Inbox (a container for responder channels and connected forms) maps to a Zendesk Group. Group membership is populated from the Slack users who were members of the Suptask Responder channels. We note that Suptask Inboxes can contain multiple forms with different custom fields; Zendesk Groups do not enforce form-level separation, so form field differences become Zendesk Ticket Fields scoped to the Group via conditional visibility or handled as separate field configurations.

Suptask Forms define how requesters submit tickets and expose specific fields. Custom form fields map to Zendesk Ticket Fields with type alignment: Suptask text fields map to Zendesk text fields (65,536 char limit), drop-downs to single-select, multi-select to multi-select, checkboxes to boolean, and numeric to integer. Standard fields (Assignee, Status, Priority, Organization, Tags) are mapped as Suptask defaults. We inspect the destination Zendesk schema before migration to identify any field ID conflicts or reserved names.

Suptask Agents are identified by their Slack membership in Responder channels. We extract the full list of Slack users across all Responder channels during scoping, deduplicate, and match by email to existing Zendesk Users. Agents without a matching Zendesk User go to a reconciliation queue for admin provisioning before record import. Any Slack user added to a Responder channel but never intended as an agent is flagged during scoping to avoid accidental Zendesk user provisioning.

Suptask Organization is a flexible default field used for departments, teams, or end-customer names with semantics that vary by deployment. Zendesk Organizations are explicit end-customer or company records with user-to-org membership. We preserve the Suptask Organization field value and evaluate whether it semantically maps to Zendesk Organizations (for end-customer deployments) or should be stored as a custom text field (for internal-department deployments). The customer makes this call during scoping. If mapping to Organizations, we create the org records and link Users via UserField or organization membership.

Suptask Tags are flat string values on tickets used for categorization. We preserve all tag values and their associations during migration. Zendesk Tags are applied at the ticket level via the Tags API. Note that Suptask's own Zendesk integration applies a Bug tag when syncing; if this integration was active, the Bug tag value is included in the migrated tag list.

Suptask automation rules (trigger-based assignment, status changes, and webhook events) are scoped per Inbox and gated behind the Custom plan. We do not migrate automations as code. We export the rule definitions and deliver a written inventory of each automation with its trigger conditions, actions, and a recommended Zendesk Trigger or Macro equivalent. The customer's admin rebuilds them in Zendesk Admin Center under Business rules. Legacy plan automations are inventoried with the same process.

Suptask Knowledge Base articles migrate as Zendesk Help Center articles. Article titles, body content, and categorization migrate via the Zendesk Help Center API. Zendesk Help Center supports article versioning, permissioned access, and direct article-to-ticket linking; these structural features are documented for the customer's admin to configure post-migration. Article attachments migrate as Zendesk article attachments linked to the respective articles.

Suptask ticket attachments reference Slack-hosted files. We download the source files via Slack API or Suptask Export API, re-host them to Zendesk's attachment storage, and link them to the corresponding Zendesk Ticket Comment. Zendesk's attachment API supports files up to 50 MB per upload; Slack-hosted files exceeding this limit are flagged during scoping. Attachment timestamps and original filenames are preserved in the Zendesk Comment metadata.

Suptask Macros are templated responses for recurring ticket types. We export macro definitions (title, body text, and any conditional logic) and map them to Zendesk Macros under Admin Center. Zendesk Macros support placeholder variables, conditional actions, and per-group or per-user scoping. We document the original macro content and recommended Zendesk macro structure so the admin can recreate the macro with Zendesk's variable syntax ({{ticket.requester.name}}, {{ticket.id}}, etc.).