Migrate from TeamSupport to Zendesk

TeamSupport Tickets map directly to Zendesk Tickets. The Ticket ID, subject, description, status, priority, type, assignee, and group transfer 1:1. Custom fields on TeamSupport tickets map to Zendesk custom ticket fields, with dropdown values explicitly mapped to prevent null defaults. Source-channel metadata (email, chat, web) migrates to the Zendesk via channel field. Ticket thread chronology is preserved by sequencing Comments in original timestamp order, with agent versus customer authorship flagged so Zendesk applies the correct public versus private comment display.

TeamSupport Customer records (name, email, company, phone, custom fields) map to Zendesk end-user records. We use email as the dedupe key during import to prevent duplicate users. Customer-to-ticket linkage is preserved through the Zendesk requester_id reference. Suspended customers in TeamSupport will become unsuspended in Zendesk upon import; this is flagged to the customer's admin before migration.

TeamSupport Agents (Users with agent permission) map to Zendesk Agent records. This is a configuration step, not a direct API import, because TeamSupport's API does not allow creating Users. We require the customer to manually pre-create Agent profiles in TeamSupport before migration with exact name and email matches, and to check the System Admin checkbox on each Agent to allow the migration to write associations. We then use those pre-created Agent profiles to resolve Zendesk user_id references during the ticket import phase.

TeamSupport Groups cannot be created via API and must be manually pre-created in the destination before migration. We require Group names in Zendesk to exactly match TeamSupport Group names for association resolution during ticket import. If a ticket references a Group name with no matching Zendesk Group, the ticket is flagged to the customer's admin for manual assignment before the migration batch closes.

TeamSupport Products (name, version, product line, custom fields) have no native Zendesk equivalent. We map Products to Zendesk Organizations with the product name as the Organization name, or to a custom field on the Ticket record depending on the customer's reporting workflow. The choice is made during scoping based on how the customer uses product context in TeamSupport. Product custom fields migrate as custom ticket fields in Zendesk.

Product Versions in TeamSupport track specific software or hardware releases linked to tickets for B2B support contexts. In Zendesk, version context is typically stored as a custom ticket field (dropdown or text depending on version naming conventions) or appended to the Organization name if the customer uses Zendesk's Organization hierarchy to model product families. We audit the version naming conventions during discovery and recommend the most query-efficient model.

TeamSupport Product Lines group related products and are referenced by Products and Tickets. We map Product Line to Zendesk Organization parent relationships (if the customer uses nested organizations) or to Tags on the Ticket for lightweight grouping. The customer chooses the model during scoping; Tags are the simpler implementation while Organization hierarchy supports more granular reporting in Zendesk Explore.

TeamSupport custom fields on Tickets, Users, Products, Product Versions, and Inventory Assets are exported with their definitions and value sets. Dropdown (picklist) fields require explicit value mapping to Zendesk because unmapped picklist values default to null. We produce a value-mapping table during discovery, the customer reviews it, and we apply it before any record is written to Zendesk. Text, numeric, checkbox, and date fields map directly by type. Custom fields on Products and Product Versions that map to Organizations in Zendesk require the Organization to be created first, so those fields migrate after the Organization load phase.

Ticket attachments are downloaded individually from TeamSupport via API and re-uploaded to Zendesk as ticket comments. TeamSupport does not expose a bulk-attachment export endpoint, so large volumes require sequential processing with chunking and exponential backoff to avoid rate-limiting. Original filenames and MIME types are preserved. Attachments over 50 MB may require direct file-transfer coordination with the customer. We preserve the comment timestamp so the attachment appears in the correct chronological position in the Zendesk ticket thread.

TeamSupport KB articles and categories migrate to Zendesk Guide articles and sections. Category hierarchy is preserved: TeamSupport categories map to Zendesk Guide sections with nested subsections preserved up to five levels (Enterprise Zendesk plans). Article visibility settings (public, internal, draft) map to Zendesk article draft status. Only the default language migrates by default; translations require manual handoff. The Help Center must be activated in Zendesk before article import begins; the account owner handles this as a pre-migration step.

Tags on TeamSupport tickets migrate as Zendesk ticket tags. Zendesk applies tags automatically based on custom field options; we preserve any manually applied tags separately so they are not overwritten by Zendesk's auto-tagging behavior. If TeamSupport uses nested tag hierarchies, we flatten them to a flat tag model in Zendesk as Zendesk does not support hierarchical tag namespaces natively.

TeamSupport internal notes and public replies migrate to Zendesk public comments. Internal notes in TeamSupport map to Zendesk private comments with visibility restricted to agents. Chronological order is preserved by setting the Zendesk comment timestamp to the original TeamSupport message timestamp. Agent versus customer authorship is flagged during extraction so Zendesk applies the correct author attribution.