Why Zendesk data migration is often underestimated

A migration may succeed technically but still fail in practice. There’s more to it than merely transferring data. Your entire customer service setup, workflow, and team will be impacted.

We guide you through the process with our battle-tested, phased approach. Getting it right the first time ensures continuity for your customers and gives your team confidence in the new setup.

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What a successful data migration delivers

Operational continuity

No downtime or disruption for customers or agents.

Faster adoption

Teams work confidently in Zendesk from day one.

Trusted historical context

Tickets, conversations and metadata remain usable and meaningful.

Tickets and conversation history

Complete historical record with context intact, including all customer interactions, internal comments, ticket metadata, timestamps, and conversation threads. We ensure agents can reference previous cases without losing context or requiring external tools.

Users, agents and organisations

All people and team-structure data is preserved, including customer profiles, organisations, custom user fields, agent accounts, roles, and groups. This maintains your operational structure without requiring manual reconstruction.

Custom fields and metadata

Business-critical classifications are maintained across tickets, users, and organisations. This includes custom dropdowns, text fields, checkboxes, tags, and any data structure that supports your reporting, automation rules, or business processes.

Attachments and internal notes

Supporting documentation and agent collaboration are preserved, including file attachments, screenshots, PDFs, internal notes, private comments, and agent-to-agent communications. All references remain linked to the correct tickets and contexts.

Statuses, priorities and SLAs

Operational definitions and service levels are translated to Zendesk equivalents. We map your existing ticket states, priority levels, business hours, SLA policies, and escalation rules to maintain continuity in how work is triaged and measured.

Knowledge base

Optionally, we can also migrate your knowledge base to your new Zendesk. Your article content, translations, images, and attachments are preserved. The existing content structure, including categories and sections, will be transferred as well.

Migration tailored to your situation

Will we lose historical data?

No. We define up front which data is migrated and validate results before go-live. Every migration starts with a clear scope agreement that specifies exactly which records, fields, and time periods will be transferred. We then run test migrations in a sandbox environment to confirm completeness and accuracy, followed by final validation checks before your production cutover. This ensures nothing critical is lost and everything arrives in the expected format.

Can we stay operational during migration?

Yes. Migrations are designed to avoid disruption through test runs and planned cutovers. We typically migrate data in phases or during low-traffic periods, and your current system remains operational until we execute a final cutover. For high-volume environments, we can implement parallel running or staged migration approaches that allow teams to continue working without interruption. The actual cutover is carefully timed and communicated to minimise any impact on daily operations.

How do you ensure data quality?

Through mapping validation, test migrations, and acceptance checks. Before any data moves, we map your source fields to Zendesk equivalents and validate the logic with your team. We then execute one or more sample migrations which you can review to confirm data integrity. Any issues are corrected before committing to the full migration. After go-live, we perform acceptance testing to ensure agents can access historical context, reports function correctly, and no data anomalies exist.

Do you support GDPR and regulated environments?

Yes. Compliance, access control, and auditability are built into the process. All data transfers are executed through secure, encrypted channels with controlled access limited to authorised personnel only. We maintain detailed audit logs of all migration activities, support data processing agreements, and can accommodate specific regulatory requirements such as data residency, retention policies, or anonymisation rules. For organisations in financial services, healthcare, or other regulated sectors, we adapt the migration process to meet your compliance standards.