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Zendesk Data Migration Tips and Tricks

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Zendesk Data Migration Tips and Tricks

  1. 1. Zendesk Data Migration Tips & Tricks
  2. 2. We’ve Got You Covered With… • Methods of migrating your tickets, users, organizations and knowledgebase articles into Zendesk • Helpful tips to make this migration go as smoothly as possible for minimal disruption to your customer support teams
  3. 3. Methods Available to You • Bulk User/Organization Import Tool: It’s a CSV-based tool, allowing you to import users and organizations only. You can find it under Admin/People section in your Zendesk account. Requires no technical expertise. • API: It allows you to migrate all helpdesk objects, including tickets, users, organizations and knowledgebase articles. Be ready for hands-on coding. • Import2: A fully automated service to migrate tickets, users, organizations and knowledgebase articles
  4. 4. Before You Begin… • Setup all agents to ensure that migrated tickets are assigned correctly • Create all custom fields that you wish to transfer • Backup your data!
  5. 5. When new users are created in Zendesk, each user will receive a welcome email. Make sure to disable this notification prior to migrating. Beware Notifications! • Uncheck the Send Notification Email box in your settings (instructions here) • If using API, make sure to set {“verified”: true} as mentioned in this guide
  6. 6. Disable All Triggers • Make sure you have disabled triggers or that you use Ticket Import API to bypass the triggers during the import • For example, what if you have triggers to send SMS notifications to customers each time their tickets are updated? If you do not turn these triggers off, your customers will receive SMS notifications for each migrated ticket.
  7. 7. Know Your Agent Types If you are on the Zendesk Enterprise plan, make sure you are not creating Light Agents for the migration. You cannot assign tickets to Light Agents in Zendesk.
  8. 8. Bypass API Limits Zendesk has set API limitations for each plan. For example, if you are on the Enterprise plan, you have an allotment of 700 API requests per minute. At this rate, an import of 300,000 records will take approximately 7 hours in the case of a perfect migration (which happens…never). So, to avoid any major delays: • Ask your Zendesk rep to temporarily increase your API limits • Read best practices for avoiding rate limiting on the Zendesk help center
  9. 9. Understanding Data Errors Zendesk is strict on data validation requirements. During your migration, you may receive data validation errors that require you to ensure that importing data is correct. Use our Zendesk FAQ site to find explanations and guidance to fix the most common data validation errors.
  10. 10. If Things Go Wrong… Make sure to keep track of each record you import into Zendesk, so that if you make any mistakes during the migration process, it is simple to locate problematic records and/or delete erroneous data.
  11. 11. Keep Calm and Import2: Zendesk Good luck with your migration! If you are intimidated by doing the import yourself, or if you are currently struggling with the process, let us know! We will be happy to help you complete a successful data migration.

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