Migrate from TeamDynamix IT Service Management to Zendesk

TeamDynamix Tickets map directly to Zendesk Tickets. We preserve TicketID as a custom field tdx_ticket_id__c for audit traceability, and map Status (New, Active, Pending, Resolved, Closed) to Zendesk Ticket Status (New, Open, Pending, Solved, Closed). Priority, Assignee, and Requester map by email lookup. Comment threads migrate as Zendesk Comments with public/internal distinction preserved from TDX visibility flags. Attachments migrate as Zendesk Attachments on comments.

TeamDynamix KB articles are HTML content with category assignments. We extract article body and metadata via structured HTML capture, then map to Zendesk Help Center Articles. The primary challenge is hierarchy depth: TDX supports nested category structures that may exceed Zendesk's three-level Category > Section > Article limit. We flag deep hierarchies during scoping and recommend a flattened category structure in Zendesk Guide before bulk import. Article-to-service linkages require separate mapping since Zendesk Help Center sections do not natively link to tickets.

TDX KB categories form a hierarchical tree that maps to Zendesk Guide's Category and Section levels. We preserve the top two hierarchy levels as Zendesk Categories and Sections respectively; any third level or deeper is flattened into section-level articles with section headers or labels for organizational continuity. Customer admins review the flattened structure before bulk article import to confirm the categorization aligns with their content strategy.

TeamDynamix Custom Attributes (text, number, date, choice, user reference types) map to Zendesk custom fields. Choice-type attributes require explicit option-list creation in Zendesk before migration because Zendesk dropdown fields must be populated with their allowed values in advance. User-reference attributes map to Zendesk User lookup fields where the destination user exists; unresolved references are stored in a text custom field for admin follow-up. We document every attribute-to-field mapping with the source attribute ID, data type, and any transformation logic applied during import.

TeamDynamix Services represent published self-service offerings with associated Ticket forms, request workflows, and KB article links. In Zendesk, there is no direct Service Catalog equivalent. We map each TDX Service to a Help Center Section (for article grouping) and a corresponding Zendesk Ticket Form for structured intake. Service request fields map to Zendesk custom ticket fields and the Service workflow routing is noted as a manual trigger/macro rebuild item for the customer's Zendesk admin. Active service offerings without a clear Zendesk equivalent are documented in the configuration inventory for admin decision.

TDX Ticket Forms control which fields appear during ticket creation and editing. These map to Zendesk Ticket Forms, which are available on Support Professional and above. We extract the field configuration from TDX, map standard fields by name, and flag custom attribute fields that must be recreated as Zendesk custom fields before the Ticket Form is active. Form field ordering migrates as Zendesk field positioning within the form layout.

TeamDynamix Users and Agents map to Zendesk end users and agents. Role and group membership from TDX is preserved as Zendesk agent role assignments and group memberships. We match by email address as the dedupe key. SSO tokens and passwords cannot migrate and agents receive a reset link in Zendesk at cutover. Light agents and full agents from TDX map to Zendesk's agent role tiers with the customer confirming the appropriate role assignment per user.

TeamDynamix Assets with hardware and software inventory and CI relationships map to Zendesk Assets, which are available on Zendesk Suite Growth and above with the Asset Management add-on. CI relationship types (depends-on, contained-by, connects-to) are preserved as Zendesk Asset relationship records. If the Zendesk destination plan does not include Asset Management, we migrate asset records as Organization custom fields or a tagged custom object for the customer's admin to review and reclassify post-migration.

TeamDynamix PPM project records, time tracking, and governance statuses do not have a direct equivalent in Zendesk. We extract project metadata (name, description, status, dates, owner) and migrate it as a Zendesk Organization with a project-type tag, while project time entries are stored as custom fields on linked tickets. Projects requiring active tracking after cutover are documented for migration to Jira or a dedicated project management tool; we do not migrate PPM data as project records into Zendesk because Zendesk does not support a project object natively.

TeamDynamix tags are flat label fields attachable to Tickets and other objects. We migrate tag values as-is to Zendesk Tags. Tag vocabulary is recreated in the destination by the migration tool inserting all unique tags before ticket import so that tags are available for assignment during the load. Tags used for classification or workflow routing in TDX are flagged in the workflow inventory as items requiring Zendesk trigger or macro rebuild.