Migrate from Tikit to Zendesk

Tikit Tickets migrate to Zendesk Tickets with subject, description, status, priority, category, requester (End User), assigned agent, and full conversation history preserved. Custom ticket fields migrate as Zendesk custom ticket fields. Tikit ticket ID is stored in a custom field tikit_ticket_id__c for cross-referencing during reconciliation. Conversation comments migrate as Ticket Comments with author attribution preserved. Status mapping: Tikit Open/New to Zendesk Open, Tikit Pending to Zendesk Pending, Tikit Resolved/Closed to Zendesk Solved/Closed.

Tikit Agents (licensed seats) map to Zendesk User records with the agent role. We export agent display name, email, group assignments, and skill mappings. Group assignments in Tikit map to Zendesk Groups, and skill mappings are documented for reconstruction in Zendesk's Skills feature if available on the destination tier. Agent provisioning happens before ticket import to satisfy the assignee relationship in Zendesk.

Tikit End Users (unlicensable ticket submitters) map to Zendesk End Users. We export display name and email address. Tikit Teams presence data and Entra ID-linked profile fields that have no Zendesk equivalent are flagged in the scoping document for post-migration reconfiguration if needed. End User email addresses serve as the dedupe key during import.

Tikit's multi-department configuration controls ticket routing, portal visibility, and SLA assignments. Each Tikit Department maps to a Zendesk Organization, and the department's queue routing rules map to Zendesk Views filtered by Organization. Tikit's portal separation maps to Zendesk's Help Center segmentation by Organization. SLA assignments per department map to Zendesk SLA policies linked to the corresponding Organization.

Tikit KB Articles migrate to Zendesk Guide articles with title, body content (HTML), and publish status preserved. Article category assignments map to Zendesk Guide Section hierarchy. Links to attached files stored within Tikit's managed storage migrate as file attachments. Links to external URLs (SharePoint, OneDrive, third-party) migrate as URL references and are flagged in the scoping document for access verification before cutover.

Tikit KB Categories map directly to Zendesk Guide Sections. Category hierarchy is preserved as nested Sections where the destination Guide section structure supports it. If the destination Guide enforces a flat section structure, we flag this during scoping and document the required flattening as a pre-migration configuration step.

Ticket attachments and KB article attachments stored within Tikit's managed storage migrate as Zendesk attachments linked to the corresponding Ticket or Guide Article. Attachments are subject to Zendesk's file size limits. We document all external URL attachments (SharePoint, OneDrive) and flag them for access verification before cutover because links may break if the source SharePoint site loses permissions post-migration.

Tikit SLA definitions tied to ticket priority and department map to Zendesk SLA policies. SLA metric naming differs: Tikit First Response maps to Zendesk First Reply Time; Tikit Resolution maps to Zendesk Next SLA or Resolution Time depending on configuration. We map Tikit's SLA calendar and business hours to Zendesk's business hours configuration during the mapping phase. Priority-to-SLA mapping migrates 1:1.

Tikit asset records with device name, type, assigned user, and relationship data map to Zendesk Configuration Items if the destination Zendesk instance has the IT Service Management add-on or a connected CMDB integration. Tikit's deep Intune and Entra ID device property links do not migrate; these fields are documented as requiring reconfiguration in the destination CMDB or asset management tool post-migration.

Tikit tags on Tickets and KB Articles migrate as Zendesk Tags. Tags stored as multi-checkbox properties in Tikit custom fields become comma-separated tag strings in Zendesk unless the destination implements a custom field structure. We preserve the full tag set for each ticket and article and document the tagging convention for post-migration cleanup if the destination uses a flatter tag taxonomy.

Tikit Power Automate workflows are environment-bound and non-exportable as portable logic. We do not migrate them as code. During scoping, we export a detailed workflow audit document listing every active Power Automate flow, its trigger conditions, actions, and dependent connections (Entra ID groups, Teams channels, SharePoint sites). The customer's admin uses this document to rebuild equivalent Triggers and Automations in Zendesk post-migration. This is a known migration gap that requires admin effort post-cutover.