Migrate from trueAct to Zendesk

trueAct Cases map 1:1 to Zendesk Tickets. The Case status, priority, assigned agent, created date, and updated date migrate to Ticket status, priority, assignee, created_at, and updated_at. The full case history chain (comments, status changes, assignments) migrates as Ticket comments in chronological order. Channel metadata from trueAct's multi-channel sources (email, chat, phone, web form) is stored as a custom field or tag in Zendesk to preserve the origin channel for reporting.

trueAct Contact records (name, email, phone, custom fields) map directly to Zendesk end-user records. The Zendesk user record is created before the linked Ticket so that the requester relationship is satisfied at insert time. For contacts with multiple addresses, we use the primary address field and archive secondary addresses in a custom field or note. Contact IDs are stored in a custom field on the Zendesk user for audit trail and cross-referencing.

trueAct Organizations are the company-level container that groups Contacts and Cases. We map directly to Zendesk Organizations, preserving the parent-child hierarchy where it exists. The Organization ID from trueAct is stored in a custom field on the Zendesk Organization for reconciliation. Organizations are created before any Contact import so that the organization_id field is available on the user record.

trueAct Agent accounts (name, email, role, team assignment) map to Zendesk User accounts with the appropriate role. Agents with admin privileges map to Zendesk Admins; standard agents map to Agents. Role and team memberships are mapped to Zendesk Groups, and agent-to-group assignments are recreated during migration. Permissions that do not translate directly (such as department-level routing rules) are flagged in a reconciliation report for the customer's admin.

trueAct Teams group agents for routing and case assignment. We map Teams to Zendesk Groups, preserving the team name, description, and member list. Group membership is applied after the User records are created, so the agent-to-group assignments resolve correctly at migration time. Teams used for case routing are documented for the admin to recreate as Zendesk Views with group-based filters.

trueAct custom fields on Cases, Contacts, and Organizations map to Zendesk ticket fields, user fields, and organization fields respectively. We pre-create all destination custom fields during schema design, matching the source field type (text, dropdown, checkbox, date, integer) to the equivalent Zendesk field type. Fields that exceed Zendesk's type limits or use restricted characters are flagged during scoping for the customer to decide whether to truncate, re-type, or archive.

File attachments on trueAct Cases and Contacts migrate to Zendesk as Ticket comments with inline images or as ContentDocumentLink records attached to the Ticket. We handle inline images and linked documents separately, preserving the association back to the parent Ticket. Files exceeding 1MB in size require separate handling; we notify the customer during scoping if any attachments exceed this threshold.

NPS survey responses in trueAct include the score, open-ended comment, timestamp, and link to the originating contact. When migrating to Zendesk, which has no native NPS object, we consolidate multiple survey events per contact into the most recent score stored as a custom user field (nps_score__c) and archive the full response history including comments as a Note attached to the user record. We confirm the target schema handling with the customer before importing.

trueAct aggregates cases from email, chat, phone, and web forms. We migrate the source channel metadata as a custom Ticket field (channel_source__c) and apply a Zendesk tag matching the channel type (channel_email, channel_chat, channel_phone, channel_web). For email and chat threads, we preserve message ordering by setting the comment timestamp to the original channel timestamp. Channel metadata is used to recreate routing logic as Zendesk Views filtered by channel tag.

trueAct workflow rules are stored as application configuration and have no standalone export format. We do not migrate workflows as code. Instead, we deliver a written inventory of every trueAct routing rule, escalation trigger, and SLA timer with its trigger conditions, actions, and recommended Zendesk equivalent (Views for queue assignment, Macros for common responses, Triggers for event-based actions, SLA Policies for timer management). The customer's admin rebuilds these post-migration.