Migrate from Tikit.Info to Zendesk

Tikit Tickets map to Zendesk Tickets. The Tikit ticket title becomes Subject, description becomes Description, status (New/Open/Pending/Resolved/Closed) maps to Zendesk Status, priority maps to Priority, and category/subcategory map to Ticket Type or custom dropdown fields. Created, Updated, and Resolved timestamps transfer to Zendesk's created_at, updated_at, and the first status-change timestamp. Custom ticket fields from Tikit migrate as Zendesk custom fields of equivalent data type (text, dropdown, date, user reference).

Tikit Agents map to Zendesk Users with the Agent role. The primary complexity is identity resolution: Tikit sources agent identity from Microsoft Entra ID, so the source record contains an Entra UPN rather than a local credential. We map each Entra UPN to a Zendesk user by matching email, flag any Entra UPNs that do not resolve to a Zendesk user account, and present a reconciliation queue before migration. The customer's admin provisions any missing Zendesk users. Agent team assignment in Tikit maps to Zendesk Group membership.

Tikit Requesters (end users who submit tickets) map to Zendesk End Users. Like Agents, Requester identity is sourced from Entra ID. We map each Requester by email to a Zendesk End User, preserving display name, email, and department. Users who are both Requesters and Agents in Tikit receive the Agent role in Zendesk if they appear in the agent list.

Tikit ticket comments migrate to Zendesk Ticket Comments preserving body text, author (mapped via the User identity reconciliation), timestamp, and public/internal visibility flag. Chronological ordering is preserved by setting Zendesk's comment created_at to the original Tikit timestamp. Public comments from requesters and internal notes from agents are separated using Tikit's is-public flag.

Tikit attachments are stored in Azure blob storage. We download each attachment, validate filename encoding, check size against Zendesk's 50 MB per-file limit, and re-upload to the associated Zendesk Ticket using the Zendesk Attachments API. Attachments exceeding Zendesk's limit are flagged during scoping and presented to the customer for a decision: compress, split, or exclude.

Tikit Teams map to Zendesk Groups. Teams in Tikit correspond to Microsoft 365 Groups in Entra, which means the team membership derives from M365 Group membership rather than a standalone Tikit record. We extract team membership from the Entra graph, create Zendesk Groups with matching names, and assign migrated Agents to the appropriate Group during user import. Multi-team agent assignments create multiple Group memberships in Zendesk.

Tikit Departments map to Zendesk Organizations. Multi-department configurations in Tikit define organizational hierarchy for ticket routing and reporting. We map each Department to a Zendesk Organization record, preserving the hierarchy where the destination supports it (Enterprise plans support parent-child Organization relationships). Agents and Requesters are assigned to Organizations based on their Department membership in Tikit.

Tikit KB Articles map to Zendesk Guide Articles. We map article title, body content (HTML or markdown depending on Tikit's export format), category, publish status, and view count. Article-to-ticket relationships are preserved by mapping the related ticket ID to a Zendesk Ticket field or article tag so that agents can find related KB content from within the ticket. Zendesk Guide must be activated and sections created before migration; we create the section hierarchy to match Tikit's article categories.

Tikit SLA policies (response time, resolution time, business hours configuration) map to Zendesk SLA Policies, which are available on Suite Team and above. We configure Zendesk SLAs at the plan level with target definitions mapped from Tikit's SLA conditions. Business hours settings transfer to Zendesk's business hour configuration. Note that SLA assignment rules in Zendesk operate differently from Tikit; we document the equivalent Zendesk SLA conditions during configuration design.

Tikit Configuration Items (Cireson assets) map to Zendesk Assets. CI attributes including name, type, serial number, and related service map to Zendesk Asset fields. Relationships between CIs and Tickets migrate as Zendesk Asset associations to Tickets. Zendesk Assets are available on Suite Team and above; if the destination plan does not include Assets, we map CIs to custom fields on Tickets and flag the limitation during scoping.

Tikit custom ticket fields (dropdowns, text fields, date fields, user references) map to Zendesk ticket custom fields of equivalent data type. Dropdown options in Tikit migrate as Zendesk tag values or dropdown options. We validate field type compatibility during scoping and flag any Tikit fields that cannot be represented in Zendesk (e.g., Tikit user-reference fields may require a custom ticket field design in Zendesk).