Migrate your Zendesk data

The central Zendesk object. Every ticket has a requester, assignee, group, status, priority, tags, custom fields, and a chronological comment thread. We map ticket IDs, statuses, timestamps, and comments 1:1; attachments are downloaded and re-hosted on the destination. Plan differences affect available fields (e.g. SLA fields on Enterprise) but the core object migrates cleanly.

Zendesk separates end-users (requesters) from agents. We import all requester profiles including name, email, phone, custom fields, and organization membership. Agent vs. end-user role assignment is preserved as a property on the destination record.

Agents have roles (admin, agent, light agent, contributor) tied to group memberships. We map agent identities and role assignments but role naming differs by destination CRM — we store the Zendesk role as a custom property and let the destination admin set the equivalent role post-import.

Zendesk Organizations are shared account/company records that multiple users can belong to. We migrate Organizations with their domain names, details fields, and user memberships intact. Cross-references to custom objects are preserved via lookup fields where the destination supports them.

Brands are Zendesk's multi-brand abstraction — each brand has its own email addresses, help center, and routing. Brands are gated: Growth/Professional allow up to 5, Enterprise allows up to 300. We migrate Brand assignments on tickets but the destination must support an equivalent multi-brand or tagging strategy.

Views are saved ticket filters with columns and sort order. We export view definitions (conditions, columns, ordering) as structured data and recreate them on the destination where the target system supports custom ticket list views. Complex nested conditions may simplify on platforms with different filter semantics.

Macros are canned reply templates with variable placeholders. We export macro content, conditions, and actions. Destination systems map to different concepts (templates, snippets, quick replies) — we map the content and flag which destination object it maps to.

Triggers fire immediately on ticket events. They reference ticket fields, user fields, and conditions. We export full trigger definitions and attempt to recreate them on the destination. Complex trigger chains and certain condition types may need manual reimplementation depending on the target platform's rule engine.

Automations are time-based and run hourly on up to 1,000 tickets per hour. Zendesk caps 500 active automations per account and each automation must be under 65KB. We export automation definitions and note the hourly batch constraint — destination platforms with no equivalent will need workflow alternatives.

SLA Policies define first-response and resolution targets per plan or ticket type. Enterprise-only for the full feature; lower tiers lack SLA management. We migrate SLA definitions as structured records but the destination must support an equivalent SLA engine.

Zendesk tags are flat string labels applied to tickets, users, and organizations. We migrate all tag assignments and recreate them on the destination platform. Tag naming collisions are handled by appending a source qualifier where needed.

Articles live in Sections and Categories within one or more Help Centers (Growth+). Zendesk does not offer a native full KB export. We use the API to pull articles, section hierarchy, translations, and attachments. Content formatting (HTML/Zendesk Markdown) is preserved and converted to the destination's format.

Custom Objects (v2 API) are only available on Enterprise and Enterprise Plus plans. They have user-defined schemas with custom fields and lookup relationships to Tickets, Users, or Organizations. We export the schema and all records, then map lookups to the destination's equivalent relational structure.

Ticket comments and Help Center articles can contain file attachments. We download all attachments from Zendesk via the API, preserve filenames and MIME types, and upload them to the destination using its native file attachment API. Large file batches are chunked to stay within rate limits.

Dynamic Content holds multilingual placeholder-based text for macros and auto-replies. It is only available on Growth, Professional, and Enterprise plans. We export the item variants (locale + text) and recreate them on the destination, mapping each locale to the target system's equivalent translation object.