Plan requirement
| Subscription | Any plan |
| Access | Admin |
A migration is a chance to leave things behind. What is worth carrying into Zendesk, and what is better rebuilt or dropped.
Bring
- Users and organisations. Your customer list is genuinely valuable and imports cleanly.
- Your best canned replies, as macros. Not all of them. The ten you actually send.
- Your help centre articles, if you have any worth keeping. Rewriting is often faster than migrating, but the knowledge is yours.
- Your email addresses. Customers keep writing to the address they know.
Rebuild rather than migrate
- Categories and tags. Almost every old scheme has grown organically and half of it is unused. Start from what you want to report on.
- Automations and rules. They encode the shape of your old tool. Zendesk works differently and a literal translation produces something worse than either.
- Forms and fields. Same reason. Take the questions, not the structure.
Leave behind
- Closed tickets older than a year. Keep them readable in the old system for as long as you need, and let Zendesk start clean.
- Workarounds for the old tool's limitations. They are invisible until someone rebuilds one and cannot explain why it exists.
The archive question
People worry about losing history and then almost never look at it. Keeping the old system readable for a period is usually enough, and it costs far less than a ticket migration. Agree in advance how long, and who has access.
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