Frequently Asked Questions about Zendesk Migration
Answers to the most common questions about migration to Zendesk.
You may have some additional questions regarding your migration project that we haven't covered elsewhere. Here we'll review some of the most commonly asked questions about migrating helpdesk data to Zendesk. If you have a question that we haven't covered, please don't hesitate to reach out to us directly!
How long does a migration to Zendesk take? A great question - the answer here is not a one-size-fits-all. The time it will take to migrate your helpdesk depends on a combination of factors, including the speeds of both Zendesk and your old helpdesk, as well as the number of records to migrate.
Every helpdesk system has an API speed, which essentially just means the number of records that can be moved over a period of time (for example, per minute, per hour, per day). Some helpdesks are really fast, but others have throttled speeds that result in the data moving very slowly. On average, importing data into Zendesk moves at a speed of about 50,000 tickets per day (24 hours).
We do recommend that if you have a very large database, or a tight timeline, to check with us before creating your game plan to switch over! You can also read here about how best to time a switch to Zendesk.
Can you import our support team's agent profiles? Yes and no. While we do import users as part of any migration (and agents are users), we do not support the import of agent profiles. This means you will need to setup the users you want as agents yourself as the Zendesk administrator.
To put it into perspective though, it's critical that your agents are setup prior to the migration taking place, so that we can accurately assign ownership of ticket conversations to the agents in your helpdesk.
Can you import knowledgebase articles? Yes! We are able to import knowledgebase articles into Zendesk. The key here is to ensure that your old helpdesk has the ability to export your knowledgebase articles out of their system. If you aren't sure, you can always contact us to verify.
Can Import2 migrate macros and/or saved replies? Unfortunately, no. Import2 does not at this time import macros or saved replies. We recommend including this as a step in your overall plan to setup your Zendesk environment. It may seem burdensome, but you can use this as an opportunity to assess your current use of these macros/saved replies, and determine what is worth keeping or what may need to be refreshed as you add them into Zendesk.
Can you help me filter out spam/non-customer correspondence during the migration? Yes! As long as you have a way of identifying that for us, we can filter out communication you do not want migrated to your new Zendesk environment. For example, if you identify an email address that you receive automated alerts from, you can provide that "from" email to us to exclude.
Can you setup our end-user access/logins? This is another setup of Zendesk that has to be done by you, as an administrator. If you want to allow your end-users access submit tickets and view their ticket history, you can learn more about how to set that up here.
What happens if I setup my agents as light agents? This is perfectly fine, but it's important you know the limitations of light agents in Zendesk. While there are a handful of limitations, the one that directly impacts the migration is that light agents cannot be assigned tickets. So, we recommend that you do not setup any agent as a light agent if you expect them to have tickets assigned.