Migrate from Tiflux to Zendesk

Tiflux Tickets map directly to Zendesk Tickets. Every Tiflux ticket carries requester info (Contato), client linkage (Cliente), SLA timers, board assignment, and conversation history. We map Tiflux status values to Zendesk ticket statuses (new, open, pending, hold, solved, closed), priority to Zendesk priority (low, normal, high, urgent), and requester email to Zendesk requester. Child tickets (ticket filho) and ticket grouping require a dependency graph: we import parent tickets first, capture the Zendesk ticket IDs, then import child tickets with via_id referencing the parent Zendesk ID.

Tiflux Clients are organizational entities linked to tickets and contracts. We map Client records to Zendesk Organizations using the client name as Organization name, client annotations (anotações) as Organization tags or a custom text field, and client resource groups to Zendesk Organizations or Tags depending on the customer's preference. Client-level knowledge base associations migrate to Organization-level article permissions in Zendesk Guide.

Tiflux Contacts belong to Clients and serve as ticket requesters. We map contact name, email, phone, and extension fields to Zendesk User. Tiflux's contact type (tipo de contato) maps to a Zendesk user field or tag. Where the destination uses Organizations, we link the User to the corresponding Organization via the Client mapping. Suspended Tiflux contacts will become unsuspended in Zendesk; we flag any suspended records for the customer admin to review before activation.

Tiflux Contracts link Clients to service agreements and govern SLA parameters. We export contract records with associated hours, billing terms, and SLA rules. Zendesk does not have a native Contract object, so we map contract data to a combination of Organization custom fields (contract tier, contract hours remaining, SLA plan name) and a Zendesk Ticket field capturing the active contract reference. If the customer uses a separate CRM for contract management, we map the contract ID as a reference field.

Tiflux User records include name, email, role, and permission group membership. We map agents to Zendesk Users and map Tiflux permission groups to Zendesk agent roles (agent, admin) or custom roles if the Zendesk plan supports them. Tiflux permission groups do not map 1:1 to Zendesk's role model, so we map the most granular role assignment and flag any complex permission group mappings for the customer admin to review post-migration.

Entidades are customer-defined field groups attached to tickets, clients, or other objects. Each Entidade has a type, ID, and field values we collect via the Tiflux v2 API. Because Entidade schemas are customer-defined, we treat each one as a custom field configuration in Zendesk: ticket-level Entidades become Zendesk Ticket custom fields; client-level Entidades become Organization custom fields. We must create all Zendesk custom fields before importing the records that reference them, which requires running the Entidade discovery phase as a prerequisite step before any ticket or client migration begins.

Tiflux Knowledge Base articles are linked to Clients and Catalogs. We export article content, categorization, and client associations. The Zendesk Guide structure requires Categories at the top level, Sections within Categories, and Articles within Sections. We map Tiflux catalogs to Zendesk Categories, Tiflux article categorization to Zendesk Sections, and article content with attachments to Zendesk Articles. The Zendesk Help Center must be activated before article import (Account Owner initiates via Guide > Settings > Activate). Visibility rules and client-specific article access map to Zendesk Article permission groups.

Tiflux Activities are scheduled tasks and calendar commitments tied to tickets or general workflows, with periodicity, dates, and assignee. We export activity records with their periodicity and assignee. Mapping to Zendesk involves creating Zendesk Tasks linked to the migrated Ticket (using the via_id and ticket_id from the Tiflux parent reference) with due dates and assignees preserved. Recurring activities require manual rebuild in Zendesk unless the customer's plan includes Zendesk's native recurring task or calendar sync features.

Files attached to Tiflux tickets at creation or during conversation threads are exported as attachment URLs and metadata. We transfer file content using the Tiflux API to download and then the Zendesk Attachments API to upload, preserving the attachment association to the correct ticket comment. File content transfer depends on Zendesk's attachment size limits (20 MB per file on most plans) and format support; we alert the customer if any Tiflux attachments exceed these limits and suggest a mitigation strategy (external link reference or exclusion).

Tiflux Groups manage resource allocation and permission scoping, linking users and clients. We export group membership and linking and map group names to Zendesk Groups. Agents are assigned to Zendesk Groups during migration, and ticket routing rules in Zendesk reference these Groups. Destination permission models vary significantly between Zendesk plans (Support vs Suite), so we map group names and membership and flag any plan-level permission differences for the customer admin to review.