Migrate from SympoQ to Zendesk

SympoQ Tickets map directly to Zendesk Tickets. Each ticket thread maps to Zendesk's Comments structure with the original message as the first public comment and subsequent customer and agent replies preserving author, timestamp, and direction (inbound/outbound). We resolve assignee from SympoQ's agent assignment to Zendesk's assignee_id, queue assignment to a Zendesk View or Group, and custom update fields to Zendesk custom_fields using field ID lookup rather than display name to avoid collisions.

SympoQ Agent profiles (name, email, role, queue assignments) map to Zendesk Users with the agent role. Role mapping: SympoQ Admin maps to Zendesk Admin, SympoQ Agent maps to Zendesk Agent or Light Agent depending on Zendesk plan tier. We match by email address and resolve queue-scoped access to the corresponding Zendesk Group membership.

SympoQ Customers map to Zendesk End Users. Bulk import of customers is a Premium-tier feature in SympoQ, so we handle the mapping from source customer records using the Customers API endpoint. Name, email, and any custom fields map to Zendesk user fields; created_at and updated_at timestamps preserve record age. Customers must precede ticket import because Zendesk requires a requester on every ticket.

SympoQ Queues map to Zendesk Groups. Each SympoQ department or team queue becomes a Zendesk Group with matching name and description. Agent membership in the SympoQ queue maps to Group membership in Zendesk. We create Groups before Agents so that agent provisioning can assign them to the correct group during migration.

SympoQ Knowledgebase articles map to Zendesk Guide articles. We export SympoQ articles via CSV (title, body, category, metadata) and map category hierarchy into Zendesk Guide Sections and Categories. Zendesk Guide must be activated before import; only the account owner can activate it in Admin > Products > Guide. We flag articles where SympoQ's CSV export stripped formatting or embedded media references for manual post-migration review.

SympoQ KB categories map to Zendesk Guide Sections. The section hierarchy (parent category to child article) preserves during migration. For Enterprise Zendesk Guide, up to five levels of subsections are supported; we map SympoQ's flat category structure to Zendesk's sectioned hierarchy.

SympoQ custom form field definitions map to Zendesk Ticket Fields. We map field labels, optional/mandatory status, and input type to the equivalent Zendesk field type (text, dropdown, checkbox, date, integer). Form layout and conditional logic do not migrate as configuration; we document the field set for manual Zendesk form setup.

SympoQ Workflow Rules (trigger conditions and actions on ticket events) do not migrate as code. We export the rule definitions from SympoQ's Settings API including trigger events, condition logic, and action types, and deliver a written inventory mapping each rule to a Zendesk Trigger or Automation equivalent. The customer's Zendesk admin rebuilds triggers in Admin > Objects and Rules > Triggers.

SympoQ Email Templates (subject, body, variable placeholders) map to Zendesk Macros as content. We export template names, subject lines, and body text from the Settings API. Rich formatting and conditional logic in SympoQ templates may not transfer verbatim; we document macro content for manual Zendesk Admin reconstruction with Macro formatting.

SympoQ's embedded web widget configuration (domain mapping, blank-label options, portal settings) is a Settings-level export. We document the widget configuration including domain allowlist and label settings, but Zendesk's Web Widget is a separate embed code that the customer configures independently post-migration. We provide the documented SympoQ settings as a reference for Zendesk Web Widget setup.

SympoQ reporting data is generated on demand and not accessible via API, so historical support metrics (ticket volume trends, response times, CSAT) cannot be migrated. We document the report categories and metrics available in SympoQ for the customer to re-create in Zendesk Explore post-migration. Zendesk's SLA metrics and time-tracking data are accessible via API for future reporting.