Migrate from UVdesk to Zendesk

UVdesk Tickets migrate directly to Zendesk Tickets. We map status (Open, Pending, Resolved, Closed) to Zendesk ticket status values, priority to Zendesk Priority, and the assigned Agent to Zendesk Assignee. The UVdesk ticket type and mailbox source become custom ticket fields or tags in Zendesk. Threads and public comments migrate as Zendesk Comments; internal notes migrate as private Comments visible only to agents.

UVdesk Customers map to Zendesk End Users (the user who submits a ticket). Email address is the primary dedupe key. Name, company link, and any customer-level notes migrate to the End User's name, organization, and description fields. Suspended customers in the source are flagged for pre-migration validation because Zendesk automatically unsuspends contacts during import.

UVdesk Agents map to Zendesk Agent user records. Role (Admin, Manager, Agent) maps to Zendesk role permissions. We resolve agents by email match against the Zendesk destination account. Any Agent without a matching Zendesk User goes to a reconciliation queue for your admin to provision before record import begins. Zendesk agent slot limits per plan (5 on Essential, 10 on Suite Team, 25 on Suite Growth) are validated during scoping.

UVdesk Groups map directly to Zendesk Groups. Group names and membership migrate 1:1. Group assignment determines ticket routing in both platforms, so the mapping is structural rather than cosmetic. UVdesk Subgroups nested within a parent Group are mapped as separate Zendesk Groups with the parent relationship preserved as a custom Group field if needed.

UVdesk Teams (distinct from Groups) bundle specific Agents for targeted workload distribution. Zendesk Teams serve the same organizational purpose. We map Team membership to Zendesk Team membership during user provisioning. If Zendesk Teams are not active in the destination account, Team membership is stored as a custom user field on each Agent record.

UVdesk Saved Replies migrate to Zendesk Macros. The response content and any category grouping transfer. Note that Zendesk Macros support conditional content blocks and field-scoped visibility that UVdesk Saved Replies do not. UVdesk prepared response usage statistics and agent-level saved-reply associations are not structured data records and do not migrate. We deliver a complete Saved Reply inventory with macro-equivalent mapping notes.

UVdesk Mailboxes define the IMAP inboxes that feed tickets into the system. We map Mailbox email addresses and forwarding rules to Zendesk email routing configurations. However, IMAP credentials and two-factor authentication settings on the source mail server are not transferred; these must be reconfigured manually at the destination by your admin or mail provider. We flag this as a manual step in the migration checklist.

Knowledgebase Articles, Categories, and Folders migrate to Zendesk Guide Articles, Sections, and Categories. This mapping is only valid when the source UVdesk instance is a SaaS plan, because the Knowledgebase module is unavailable on the Open Source edition. We confirm the source edition during scoping and exclude Knowledgebase from the scope for Open Source sources. Zendesk Guide must be activated before article import; we add this to the pre-migration checklist. UVdesk article display ordering does not persist on save in UVdesk, so ordering is re-established manually post-migration at the destination.

UVdesk custom ticket fields (text, dropdown, checkbox, date) map to Zendesk ticket field types. Dropdown and multi-select UVdesk fields generate tags in Zendesk for reporting and workflow use. Zendesk's per-field visibility screens (requester-visible versus agent-only) require configuration after migration. UVdesk's flat custom field schema means there are no field visibility conditions to translate; we set all migrated fields to agent-visible on import and advise on scoped visibility configuration post-migration.

UVdesk Workflows are automation rules with trigger conditions and ticket actions. We do not migrate Workflows as executable code because Zendesk Triggers and SLA Policies use a different condition syntax, action model, and evaluation order. We deliver a written inventory of every UVdesk Workflow including its trigger conditions, action list, and recommended Zendesk equivalent (Trigger or SLA Policy), with a specific mapping note for each rule. Your admin rebuilds the automation logic in Zendesk Admin using our inventory as the specification.

Ticket tags in UVdesk migrate to Zendesk Tags. Zendesk has a 200-character limit per tag and a maximum of 500 tags per ticket. UVdesk tags exceeding these limits are flagged during scoping and truncated or split into multiple tags. Tags used for classification migrate directly; tags that drive reporting in UVdesk generate equivalent Zendesk tag-based reports.

Ticket and reply attachments stored on UVdesk's file system or cloud storage are re-hosted to Zendesk's file storage during migration. We download each file from UVdesk, upload it to Zendesk's attachments API, and relink it to the corresponding Zendesk Ticket Comment. Attachment metadata (filename, size, MIME type) is preserved. Files exceeding Zendesk's 50 MB per-attachment limit are flagged for split or alternative delivery.