Moving customer service data from one system to another is a critical process. Whether you are migrating from Freshdesk, Salesforce, ServiceNow, or a legacy system, this guide will help ensure no valuable tickets or customer data are lost on your journey to Zendesk.
Your Migration Checklist
- Phase 1: Mapping - Which data should be included?
- Phase 2: Cleanup - Delete outdated data and duplicates before export.
- Phase 3: Field Mapping - Define how old data fields should appear in Zendesk.
- Phase 4: Test Migration - Run a small batch to verify the setup.
- Phase 5: Full Transition - Complete the migration and point your emails to Zendesk.
Audit and Cleanup (Data Audit)
The first step is identifying what is actually worth moving. We often recommend leaving very old closed tickets behind, or only importing the last 2 years to keep the new system clean and fast.
The GDPR emphasizes the importance of storage limitation:
The principle of storage limitation means that personal data should be deleted or anonymized when it is no longer necessary for the purposes for which it was collected.
Data Mapping
Zendesk supports custom fields and forms, allowing you to map values from ServiceNow to corresponding fields in Zendesk before starting the import. This includes:
- Ticket forms & fields
- User & Organization fields
- Custom Object fields
- SLA levels
- ...and much more
Common Migration Pitfalls
- Incorrect Timezone/Date: Ensure historical data retains its original timestamps so that reporting and agent views remain correct.
- Attachment Errors: Many discover too late that images and PDF attachments were not included in the transfer.
- User Mapping Issues: A common mistake is not importing users before tickets. If the requester mapping is missing, tickets may default to a standard user, and CC lists may be lost.
- Lack of Agent Training: A technically perfect migration helps little if the agents aren't ready to use the new system from day one.
Choosing a Migration Method
Depending on complexity and volume, you can choose between:
- Standard API Import: Requires technical insight but provides full control.
- SoftwareOne Expert Migration: We handle the entire process for you. We use our proprietary migration tools to ensure a seamless transfer of large data volumes to Zendesk.
- Third-party tools: These are available in the Zendesk Marketplace.
Frequently Asked Questions
Which systems can I migrate from?
We have extensive experience moving data from ServiceNow, Salesforce, and Freshdesk. Additionally, we support migrations from most modern platforms with open APIs or CSV/Excel export options.
As long as the data can be extracted, the sky is the limit.
How long does a Zendesk migration take?
The duration depends on data volume and complexity. A standard migration typically takes between 1 and 3 weeks from planning to completion, including testing periods.
Can we keep our old ticket numbers?
Zendesk generates new ticket IDs for all imported cases. We solve this by storing the old system's ticket number in a custom field, ensuring they remain fully searchable for your agents.
Do we need to shut down customer service during migration?
No. We set up a "cut-over" strategy that allows agents to work in the old system until a scheduled time, then switch seamlessly to Zendesk. We work closely with your team to ensure minimal downtime.
Need assistance with your Zendesk migration?
Our experts have extensive experience moving complex datasets without downtime or data loss. We ensure your transition to Zendesk is secure and professional.