Permission Required
Only the primary contact or support administrator can initiate migration and must have permission in all departments.

Modules that can be migrated from Zendesk to Zoho Desk

1. Tickets
   
2. Users
   
3. Organizations
   

1. KB Sections
2. KB Root Categories
   
3. Article Translations
   

Key Considerations

1. Ticket Migration
   

1. Tickets can be filtered using Zendesk groups and brands to migrate only relevant ones to Zoho Desk.
   
2. Users can skip irrelevant tickets and only migrate the selected ticket to Desk. Zendesk ticket IDs are stored in the custom field 'Zendesk-ID' for easy reference.
   
3. If a ticket's assignee is not available in Zoho Desk, the ticket will be assigned to the admin who initiated the migration request.
   
4. Tickets will be imported successfully only based on the available contact (end user). Make sure the contact exists in Zoho Desk before migration to avoid import failures.
   
5. Tags, groups, teams, and collaborators cannot be migrated.
   
6. Inline images are not migrated. They will remain visible only while the Zendesk account is active. Once the Zendesk account is deactivated, inline images will no longer be accessible.
   

2. Ticket Comments
   

1. If the agent who added a comment in Zendesk is not present in Zoho Desk, the comment will be attributed to the admin who submitted the Zwitch request.
   
2. Inline images are not supported and will not be migrated.
   

3. Thread Replies
   

1. All thread replies from Zendesk tickets are marked as "Incoming."
   
2. Threads without 'from' and/or 'to' addresses will be assigned to the organization admin (primary contact) and mapped to the Help Center channel.
   
3. The ticket source will be either Email or Help Center.
   

4. Custom Fields
   

1. If a custom field from Zendesk does not match in Zoho Desk, the Zwitch Migration Tool will automatically create the field in Zoho Desk and transfer the values. No manual setup is required.
   
2. Field types will be identified by Zoho Desk and a similar field will be created. For example, if the sample data has picklist then a picklist field will be created in Desk. Field names may vary, but their types and values remain unchanged.
   
3. All custom fields are migrated except Nested Custom Fields.
   

5. Agents
   

1. Custom fields are not supported for agent migration.
   
2. Proper department permissions must be added manually.
   
3. Agent email addresses must match between Zendesk and Zoho Desk.
   
4. Migrated agents will be listed under the Imported tab. They will not be needed to accept the invitation or confirm. They can use their email address (provided during migration) to access the Desk account.
5. Light Agent will not be assigned any tickets.
   

Notes:

1. Migrated records are permanently removed 30 days after completion of importing to maintain data security.
   
2. The Zendesk account must remain active throughout the migration process and have sufficient API rate limits to prevent interruptions or data loss during transfer.
   
3. Follow the steps as provided by Zendesk - Exporting ticket, user, or organization data from your account to proceed with data export.
   
4. Upload the exported zip file in Zoho Desk > Data Administration > Zwitch.
   
5. To import Zendesk data into Zoho Desk, submit all three exported ZIP files (Organizations, Users, and Tickets) in the Zwitch request for migration.
   
6. Read more on how to migrate data to Zoho Desk.