Migrate from Teamwork Desk to Zendesk

Teamwork Desk Customers map directly to Zendesk End Users. The customer name, email, phone, and any metadata migrate as End User fields. Organization assignment in Teamwork (if the customer has an associated company) maps to a Zendesk Organization that we create or match during migration. Spam-marked customers are excluded from Teamwork's native export; we replicate this behavior and flag any orphaned tickets whose customer was excluded.

Teamwork Tickets map 1:1 to Zendesk Tickets. The Teamwork status (Open, Pending, Resolved, Closed) maps to Zendesk Ticket Status. Priority migrates from Teamwork priority to Zendesk priority. The assignee (agent) resolves via email match to the Zendesk User record. Full conversation threads migrate as Zendesk Comments (public reply) or Internal Notes (private), preserving the original timestamp and author.

Teamwork Desk Agents map to Zendesk Users with the agent role. We resolve agents by email match against the Zendesk destination account's user list. Inbox assignments in Teamwork (which agent handles which inbox) map to Zendesk Group membership, since Zendesk routes tickets to Groups rather than individual inboxes. Active/inactive status on Teamwork agents migrates to the Zendesk User active flag.

Teamwork Desks Inboxes (which route incoming email and forwarding channels to agents) map to Zendesk Groups paired with email addresses configured in Zendesk. Each Teamwork Inbox becomes a Zendesk Group, and the email address associated with the Teamwork Inbox is set up as a Zendesk inbound email address pointing to the corresponding Group. Routing rules built on Inbox assignments are documented for rebuild in Zendesk as Triggers or Business Rules.

Teamwork Helpdocs articles migrate to Zendesk Help Center Articles. Article content, attachments, and publication status (draft or published) transfer. The Teamwork Category hierarchy (top-level and sub-categories) maps to Zendesk Sections, with the top-level category becoming the Section name. We flatten sub-category depth to one level of Zendesk Sections and document any hierarchy beyond that for manual section nesting in Zendesk.

Teamwork Helpdocs Categories map to Zendesk Help Center Sections. We create Sections in Zendesk before article import and map the Teamwork category_id on each article to the corresponding Section ID. If the customer used multiple Helpdocs sites in Teamwork, each site maps to a separate Zendesk Help Center locale or brand.

Teamwork Tags migrate as Zendesk Tags. We preserve the full tag vocabulary from Teamwork Desk and recreate it in Zendesk before ticket import. Zendesk Tags are applied to tickets and articles via the tag field on the Ticket object. Tags used for internal categorization in Teamwork transfer as-is; no tag merging or renaming is performed unless the customer requests it during scoping.

Teamwork custom fields exist only on Premium ($36.75/user/month) and Enterprise tiers. We enumerate every custom field during scoping, capture its type (dropdown, text, date, number), options list, and whether it applies to tickets or customers. In Zendesk, we pre-create matching custom ticket fields (or end-user fields for customer-level fields) before migration begins. Dropdown fields in Teamwork migrate as Zendesk tagger (dropdown) fields with the same options list.

Teamwork Desk's Customer Happiness (CSAT) ratings attached to tickets have no native Zendesk equivalent on the ticket object. We export CSAT as a numeric value and create a custom Zendesk ticket field (decimal or integer type) to hold the rating. The original CSAT submission date migrates as a separate date field if the customer requests it. We flag this as a non-standard field mapping requiring post-migration validation.

Teamwork Desk time entries log billable or non-billable time against tickets on Pro and above tiers. Zendesk does not have a native time-tracking object on tickets. We export time entries as a separate line-item export and create Zendesk ticket custom fields for total time logged (hours) and time entry notes. If the customer requires detailed time reporting, we recommend a separate time-tracking tool or an AppExchange time-tracking app post-migration.

File attachments on tickets and Helpdocs articles are referenced by URL in Teamwork Desk's API. We download attachments and re-upload them to Zendesk as ticket comments or article attachments. We handle size limits (Zendesk attachment limit is 50 MB per file) and flag any files exceeding this threshold for manual handling or alternative storage. Article inline images migrate as Zendesk article attachments with HTML src path updated.