Help Scout reinvented the shared inbox: made it efficient and easy to use. However, Help Scout is loved mainly by small teams. If you’re looking to scale your business faster, you should find a more advanced help desk. Because the bigger the business, the more emails/tweets/messages, etc. Zendesk is jam-packed with features that allow creating a well-oiled support machine.
In this guide, we’re going to show you how to migrate from Help Scout to Zendesk using our automated data migration tool.
Step 1: Connect Help Scout as Data Source
To start the migration, go to Migration Wizard and create an account. Click Start Migration Wizard to begin the setup.
Select Help Scout from the list of help desk software. Next, get your Docs API key if you want to export your knowledge base to Zendesk. Don’t want to migrate the KB? Just leave the field empty, and press Sign in with Help Scout.
Next, you will be asked to select the source Mailbox and Site. Make your choice and click Continue.
Now you need to sign in to your Help Scout account and authorize the app to let it migrate data. And that’s the first step done!
Step 2: Connect Zendesk as Data Target
Connecting Zendesk to Migration Wizard is easy as a pie. All you need is the URL of your Zendesk instance. Input the URL and press Sign in with Zendesk.
Sign in using your email and password, and you’re done.
Step 3: Configuring the Settings of Your Help Scout to Zendesk Migration
On this page, you see all data you can migrate between Help Scout and Zendesk. Here, the Wizard also shows you the difference in the names of Help Scout and Zendesk objects.
Select Conversations and the Migration Wizard will automatically open the Ticket mapping form. Here you can map default (top of the form) and custom fields (bottom of the form).
When migrating Conversations, you must migrate Customers, Companies, Users, and Teams. But if you need to, you can import:
- Customers along with Companies;
- Users along with Teams;
- Companies and Teams individually.
When migrating knowledge base articles, you must migrate Collections and Categories.
At the bottom, you will also find the Add the same field on the Zendesk button. Use it to quickly create fields that you have on Help Scout but don’t have on Zendesk.
Press Save mapping when you’re done mapping ticket fields and continue with the setup. Next, you need to match agents and Help Scout teams with Zendesk groups. Notice the Match items buttons next to Teams and Users.
Press the button next to Users, and you will be able to match agents between Help Scout and Zendesk. You can also create new agents out-of-the-box. There's a drop-down list at the top of the form, and an Add the same staff on Zendesk button.
Make sure to Save matching when you’re done.
Finally, match up Help Scout teams and Zendesk groups, and you’re almost done!
If you’re exporting Help Scout articles, you need to select Articles and complete the mapping.
To sum up, make sure you have:
- Selected all the necessary records;
- Mapped ticket fields;
- Matched users and teams;
- Mapped knowledge base articles (if applicable).
Double-check your settings and begin the test migration from Help Scout to Zendesk.
Step 4: Do a Test Export
The test export (a.k.a, the Demo Migration) allows you to see how the data migrates and check whether the settings that you’re made work for you.
This process can take up to 5 minutes. When it’s done, you will have 20 Help Scout tickets (and knowledge base articles if applicable) in your Zendesk.
Thoroughly check the result of the test export. Follow this guide to learn how to do it.
If anything, you can always go to a previous step, make some tweaks and re-run the Demo Migration. Also, our team is here to help if you have any questions.
Step 5: Move All Data
If you’re satisfied with the result of the Demo Migration, then proceed to the final stage of this whole process. At this point, all that’s left to do is pay the bill and initiate the migration.
Migrating from Help Scout to Zendesk can take several hours to a couple of days. It depends on the number of records we’re talking about and the API limits. We’ll keep an eye on your migration and once it’s completed, shoot you an email.
Give It a Try!
Help Desk Migration is your shortcut that saves you time, money, and effort. Complete five simple steps and start using your shiny new Zendesk.