Migrate from Tidio to Zendesk

Tidio Contacts map to Zendesk Users. Standard fields (name, email, phone) transfer directly. Any Tidio custom contact properties export as structured data and require pre-creation as Zendesk user fields (text, numeric, date, or dropdown) before migration. If a Tidio Contact has a company association, we resolve it to an Organization in Zendesk and link via the Organization field on the User record. Tags on contacts migrate as a JSON array stored in a custom field for post-migration segmentation.

Tidio conversations become Zendesk Tickets. The conversation subject or first message becomes the Ticket subject; the full message thread (agent messages, customer messages, internal notes) migrates as threaded comments. Channel origin (chat, email, WhatsApp, Messenger, Instagram) is stored in a custom Ticket field to preserve the source channel for reporting. Timestamps and assignee IDs transfer to preserve the original activity timeline and agent ownership.

Tidio tags are flat string labels attached to contacts and sometimes conversations. We export the full tag list as a string array and attach each tag to the corresponding Zendesk User or Ticket record. In Zendesk, tags are not a separate object but a field on Tickets and Users. No tag merging or renaming is required unless the customer has duplicate tags with different capitalization.

Tidio Flows have no public API endpoint. We enumerate all active Flows by name, trigger type, block count, and step descriptions and export this as a JSON manifest. The manifest includes the Flow logic graph so your Zendesk admin can rebuild equivalent automation using Zendesk's own bot builder or Flow product. This manifest is a planning deliverable, not a data migration.

Lyro data sources (imported Help Center articles, Shopify product feeds, web page crawls, Q&A pairs) live inside Tidio's proprietary AI infrastructure with no export API. We document which sources were connected, their last-sync dates, and the topics Lyro was trained on. Your team re-authorizes and re-syncs these data sources in Zendesk Guide or an external knowledge base post-migration. This is manual work with no automated path.

Lyro conversation logs are not accessible via API and do not carry forward to Zendesk. We flag the existence of Lyro conversation history in the scope so you understand what AI analytics you will leave behind. Zendesk's Advanced AI analytics are available as a post-migration reporting layer but require fresh data accumulation.

Channel configurations in Tidio include email addresses, WhatsApp numbers, Messenger page tokens, and Instagram account credentials. We export the channel list and connection metadata (account identifiers, webhook URLs, verified status). Agents must re-authenticate each channel in Zendesk Admin Center. Channel metadata is documented for manual reconfiguration rather than transferred as live credentials because OAuth tokens cannot be exported from Tidio.

Tidio macros (pre-written response templates with variable placeholders) cannot be exported as reusable templates. We list all macro names, content, and variable placeholders as a structured document. Your Zendesk admin recreates them in the Macros section of Zendesk Admin Center. This is a manual step; the macro content document is the migration deliverable.

Tidio operating hours are configured per-channel and control when automated replies fire. We export the configured hours as structured data (timezone, days, open and close times). In Zendesk, Business Hours are configured under Admin Center and can be applied to SLA policies and availability rules. We provide the structured hours data for your admin to enter in Zendesk's Business Hours settings.

Departments in Tidio (available on Plus plan) define agent grouping and routing. We export department names, member assignments, and routing rules as structured data. In Zendesk, Groups serve a similar role for agent ticket assignment, and routing rules are handled through Zendesk's automation and trigger products. Department structure requires manual re-creation in Zendesk Groups and routing configuration.

Tidio agent records (name, email, role) map to Zendesk Users. User permissions and department assignments export only from Growth and Plus Tidio plans. We resolve agents by email match against the Zendesk destination. Any agent without a corresponding Zendesk User account enters a reconciliation queue for your admin to provision before final import.

Standard Tidio contact properties (name, email, phone, location) map directly to Zendesk User standard fields. Custom contact properties require pre-creation as Zendesk user fields with matching types (text, numeric, dropdown, checkbox) before migration. We flag any Tidio-specific field names that need renaming to match Zendesk naming conventions.