Migrate from VisionFlow to Zendesk

VisionFlow Issues (the core ticket object) map 1:1 to Zendesk Tickets. We preserve the original VisionFlow ticket number as a custom field (vf_original_ticket_number__c) on the Zendesk ticket for audit continuity. Status, priority, assignee, and created/updated timestamps migrate directly. Any attachments linked to Issues extract from VisionFlow's file storage and re-attach to the corresponding Zendesk ticket via Zendesk's Attachments API. We use Zendesk's /api/v2/tickets/bulk_create endpoint for ticket migration, chunking in batches of 100 to respect rate limits.

VisionFlow Customers (CRM contact records with organizational associations) map to Zendesk Users with the user type set to end-user. The organizational linkage from VisionFlow becomes a Zendesk Organization lookup on the User record. If the VisionFlow customer is also an organizational-level contact, we create an Organization in Zendesk first and link the User to it. Email address serves as the dedupe key.

VisionFlow Organizations (top-level entities grouping Customers, Assets, and Contracts) map directly to Zendesk Organizations. The organization hierarchy in VisionFlow maps to Zendesk Organization fields, and we preserve any domain-based organization membership rules. Organizations are created before Customer/User migration so that the organization lookup is satisfied at insert time.

VisionFlow Assets (hardware, software, and inventory records with lifecycle status, location, and custodian data) have no native Zendesk equivalent. We migrate Asset records to a Zendesk custom object (available on Zendesk Suite and Support Enterprise plans at $89+/agent/mo). We define custom fields on the object for lifecycle stage, location, custodian name, and asset tag. Lookup relationship fields on the custom object link assets to the Zendesk Organization representing the asset's owning company. Organizations on Team, Growth, and Professional plans do not have custom object access.

VisionFlow Contracts (records with key dates, parties, and attached documents) migrate to a Zendesk custom Contract object. We define fields for contract start date, end date, contract type (dropdown), and counterparty name. Attached documents migrate as ContentDocument records linked via ContentDocumentLink to the Contract record. Contract custom object requires Zendesk Suite or Support Enterprise; Standard and Team plans do not support custom objects.

VisionFlow Activities (work entries, time spent, and communications linked to Issues or Customers) merge into Zendesk Ticket comments. Agent-facing activity notes that should not be visible to the customer migrate as private comments on the Zendesk ticket. Time-tracking entries from VisionFlow map to a custom numeric field on the ticket (time_spent_minutes__c) if the customer has Zendesk Explore or a time-tracking app installed.

VisionFlow User accounts (with roles and organizational membership) map to Zendesk end-users or agents depending on the Zendesk plan tier and role assignment. We map by email match against the Zendesk User table. Any VisionFlow User without a matching Zendesk account is held in a reconciliation queue for the customer's Zendesk admin to provision. Agent roles (Light agent, agent, admin) depend on the customer's Zendesk plan and are set during post-migration configuration.

VisionFlow Workflows define multi-step processes that Issues move through. We do not migrate Workflows as code. We document every active VisionFlow workflow during scoping: its steps, conditional routing, and triggers. We deliver a written inventory mapping each VisionFlow workflow to a Zendesk Trigger, Automation, or Macro equivalent. The customer's Zendesk admin rebuilds them post-migration. On-premise VisionFlow workflows may have dependencies on custom fields that require field-level mapping review before the rebuild inventory is finalized.

VisionFlow Ideas (internal knowledge-base entries tracking innovative practices separate from Issues) map to Zendesk Guide articles in a dedicated section. We migrate Idea title, description, and author as a Draft article in Zendesk Guide. Public-facing knowledge-base articles from VisionFlow migrate to published Zendesk Guide articles. We flag any Ideas that reference external links or attachments requiring separate file extraction before migration.

File attachments linked to Issues, Customers, Contracts, or Assets extract from VisionFlow storage and re-attach to the corresponding Zendesk record. Zendesk supports attachments up to 50 MB per file via the Attachments API. We extract files during the VisionFlow data pull phase and queue them for bulk upload during the Zendesk migration phase. On-premise VisionFlow deployments may require additional coordination with VisionFlow's infrastructure team to access file storage paths.