Migrate from Track-It! to Zendesk

Track-It! tickets in the HDTickets table map directly to Zendesk Tickets. We extract ticket headers, descriptions, resolutions, priority, and status fields from the source schema and map them to Zendesk's standard ticket fields. The original Track-It! ticket ID is preserved in a custom field ti_ticket_id__c for cross-reference. Ticket status values (Open, In Progress, Resolved, Closed) map to Zendesk ticket_status values. Requester email from HDTickets maps to Zendesk's requester_id by resolving the user email against the Zendesk Users endpoint.

Track-It! assets in the Assets and ConfigItems tables do not map to a single Zendesk standard object. We create a Zendesk Custom Object named Assets with fields mirroring the source schema (serial_number, asset_tag, purchase_date, status, location). Assets linked to tickets in Track-It! receive a lookup relationship field pointing back to the migrated Ticket so that the asset context is preserved. ConfigItems that represent CI relationships without a physical asset are mapped to a second Custom Object named ConfigurationItems with a lookup to the Asset custom object.

Tracked Items extend beyond physical assets to cover CI relationships, license counts, and component hierarchies. The naming and classification fields vary by Track-It! installation. We map them to a Zendesk Custom Object named ConfigurationItems with fields for ci_name, ci_type, ci_class, serial_number, and related_license. The customer chooses whether to consolidate Tracked Items with physical Assets or keep them as a separate custom object during scoping.

Track-It! change requests in the ChangeRequests table map to Zendesk Tickets with a custom Record Type named Change Request. The approval routing, risk assessment fields, and implementation notes from the source migrate to Zendesk custom ticket fields (cr_approval_status__c, cr_risk_level__c, cr_implementation_notes__c). The linked CIs referenced in the ChangeRequest are linked via lookup relationship fields to the migrated ConfigurationItem records. Lifecycle stages (Draft, Submitted, Approved, In Progress, Completed, Rejected) map to custom ticket status values.

Track-It! technician accounts in HDUsers map to Zendesk Users. Group assignments from HDGroups map to Zendesk Groups, and per-group view definitions inform our design of Zendesk Group membership. We resolve technicians by email match and flag any HDUser without a corresponding Zendesk User in the reconciliation queue for the customer's admin to provision before record import. End-user accounts (requesters) migrate as Zendesk end users with the same email for portal access continuity.

Track-It! installations have unique custom field columns appended to each module's base table. We run a full schema inventory query across all module tables to capture every custom column, its data type, and its picklist values before writing mapping rules. Custom fields migrate to Zendesk custom fields of equivalent type: text fields become text, picklists become dropdown or multiselect, dates become date fields, and numeric values become number fields. Dropdown and multiselect options migrate as custom_field_options in Zendesk.

Track-It! stores attachments as BLOBs in the database or as file references to the Track-It! file store. We extract attachments to a local file package, batch them, and upload them to Zendesk as ticket comment attachments via the Zendesk Attachments API. Attachments exceeding Zendesk's file size limit (20 MB per file) are flagged in the migration report. Attachments are associated with the parent ticket by matching the source attachment reference to the migrated ticket ID.

Track-It! KB articles in the dedicated module table map to Zendesk Guide articles. We extract article bodies, metadata, and category assignments and map them to Zendesk Guide sections and categories. The Zendesk Guide section hierarchy (up to five levels on Enterprise plans) is created during migration if the source KB has a nested category structure. Article author information maps to the Zendesk agent who created the article in Guide.

Track-It! SLA definitions stored in system-configuration tables extract as SLA policy configurations for Zendesk. We capture the SLA-to-priority mappings (First Response time, Resolution time) and recreate them as Zendesk SLA Policies with the same target windows. Track-It! priority levels (Critical, High, Medium, Low) map to Zendesk ticket priorities so that the SLA timer starts on the correct ticket priority.

Track-It! stores full change logs in per-module history tables including HDTicketHistory for tickets, asset change logs, and CR lifecycle events. We extract the complete audit trail as a structured dataset. For ticket history, each history event becomes a Zendesk ticket comment with a system-generated author (ti_audit__c) and a timestamp matching the original event. For asset and CR history, we attach audit records as JSON comment bodies to the migrated parent record.