Question
I have multiple Zendesk Support accounts that I want to consolidate. How can I move the data from one Support account into another Support account?
Answer
Migrating content from one Zendesk account to another is a deceptively large task. There is no quick or easy way to do it. This is because each object in each account has a unique ID. This includes tickets, users, organizations, custom fields, ticket forms, groups, triggers, automations, schedules, etc. You can't copy an ID from one account to another, so everything will need new IDs for the new account. This requires careful and thorough planning, especially if both accounts are already active.
Consider the following example: Account A has one group called "Support." Account B has two groups: "Support - Level 1" and "Support - Level 2." When Account A's "Support" tickets are imported into Account B, they will need a place to go. The imported tickets could all be assigned to "Level 1" or they could all be assigned to "Level 2". But also they could be split between the levels, or they could be assigned to a new "Support - Account A" group. These are all valid options. The best option depends on the workflows in Account A and Account B.
The most important step in any account migration is planning. There are a lot of details to consider, and there are a lot of decisions to make. This is true for any account merge or migration.
There are three options to migrate or merge data from one Zendesk Support account into another.
- Self-service migration
Use our API to migrate this content yourself, use the incremental export API to export data and ticket import API to send data.
- Zendesk partner service
Work with one of our Zendesk partners to handle your data migration. Reach out to the partner directly for more information.
- Zendesk's paid Professional Services
Engage with our Zendesk Services team, for a fee, to handle your data migration.
Reach out to your account executive should you decide to use either Partner Services or our paid Professional Services to handle your data migration.
9 comments
Natalia Tomchyshyn
I'd like to point out that among Zendesk partners, you can check Help Desk Migration - an automated data migration tool.
Read here for more about what data can be merged, available customizations, workflow, and other detail.
-7
SeaSpace
We merged our Zendesk accounts with the help of Helpando.it
They also offer Zendesk migrations from other source systems such as Jira, Freshdesk, Salesforce, etc.
10
SeaSpace
Amy Rands For both the account merging and a recent Jira migration they charged less than the other providers we reached out to + were able to cater to our custom mapping requirements.
7
Alyssa Palomba
Has anyone migrated data from Zendesk to Kustomer, Front, or Freshdesk?
2
Dima Lazarchuk
Hey Alyssa,
We did!
Do you have any specific question?
-5
Alyssa Palomba
Hi Dima,
I am interested in how long it took to move over your information. And a couple deeper questions:
Looking forward to hearing more!
Thanks!
Alyssa
2
Thomas Fuchsberger
Hi Dima,
we did our Freshdesk to Zendesk migration with Helpando.it
They were able to embed all our custom mapping needs.
Cheers,
2
Amy Rands
Those guys from Helppando use Help Desk Migration for custom data transfer - there was a story with their former marketing manager who wrote about that here - but the Zendesk community deleted those messages because he deleted some of his messages and pretended that he is attached by others. And those guys keep adding minuses to other responses and submit answers from various fake accounts.
-1
dave Murphy
I don't necessarily need to migrate data from one account to the other. I just need to have support requests going to my current account routed to the new account so that all NEW tickets are handled from the new account. I don't need any of the current ticket categories, product categories, organizations, users, or other related metadata. We will add the users and organizations as they enter new tickets.
Can we do that and still be able to answer tickets from the current account until we get through the unsolved backlog? Or, if I respond to a ticket from the current account will that response be routed to the new account using email forwarding?
0