Help Scout has been cherished by small teams for its simplicity and effectiveness. However, if you're eager to accelerate your business growth, it might be time to explore a more advanced help desk solution. As your business expands, so does the volume of emails, tweets, messages, and more. This is where Zendesk shines, offering a robust feature set that can transform your support operations into a well-oiled machine.
In this comprehensive guide, we'll walk you through the seamless migration process from Help Scout to Zendesk, leveraging our automated data migration tool.
Note: Zendesk empowers you with the capabilities to achieve outstanding results. Our Professional Services include setting up and fine-tuning a new instance or optimizing your existing CX operations. Our pricing structure is straightforward: choose from our four Suite Transition Services packages. The Suite Transition Starter package starts at just $8,000 to launch one instance. Keep in mind that our professional services extend beyond automated migration. If you simply need to export your customer records to Zendesk, our Help Desk Migration service is the perfect fit, starting at just $39 based on the number of records. Plus, we offer solutions to consolidate two Zendesk instances or migrate from other service desk or help desk platforms.
Scale your support operations with Zendesk, and let us guide you every step of the way.
Step 1: Connect Help Scout as a Data Source
Begin the migration process by visiting the Migration Wizard and creating an account. Click on "Start Migration Wizard" to initiate the setup.
Choose "Help Scout" from the list of available help desk software. If you wish to export your knowledge base to Zendesk, obtain your Docs API key. If not, simply leave the field empty and click "Sign in with Help Scout."
You'll be prompted to select the source Mailbox and Site. Make your selection and click "Continue."
Sign in to your Help Scout account and grant the necessary permissions to the app to enable data migration.
Step 2: Connecting Zendesk as Your Data Target
Connecting Zendesk to the Migration Wizard is a breeze. Follow these simple steps:
- Enter the URL of your Zendesk instance in the provided field.
- Click "Sign in with Zendesk."
- Sign in using your email and password.
Step 3: Configuring Your Help Scout to Zendesk Migration Settings
On this page, you'll find all the data you can migrate between Help Scout and Zendesk. The Migration Wizard also highlights the differences in the names of objects between Help Scout and Zendesk.
Select "Conversations," and the Migration Wizard will automatically open the Ticket mapping form. Here, you can map both default (at the top of the form) and custom fields (at the bottom of the form).
When migrating Conversations, ensure that you migrate Customers, Companies, Users, and Teams. However, if needed, you can import:
- Customers, along with Companies
- Users along with Teams
- Companies and Teams individually
For migrating knowledge base articles, you must also migrate Collections and Categories.
At the bottom, you'll find the "Add the same field on Zendesk" button. Use it to quickly create fields that exist in Help Scout but not in Zendesk.
If you have questions about field mapping or need assistance, reach out to our customer service.
Click "Save mapping" when you've finished mapping ticket fields, and proceed with the setup. Next, match agents and Help Scout teams with Zendesk groups. Look for the "Match items" buttons next to "Teams" and "Users."
Click the button next to "Users," and you can match agents between Help Scout and Zendesk. You can also create new agents directly. Use the drop-down list at the top of the form and the "Add the same staff on Zendesk" button. Be sure to save your matching choices when you're done.
Finally, match up Help Scout teams and Zendesk groups, and you're almost ready to go!
If you're exporting Help Scout articles, select "Articles" and complete the mapping. Remember to activate the knowledge base on Zendesk before testing the import.
In summary, make sure you've:
- Selected all the necessary records
- Mapped ticket fields
- Matched users and teams
- Mapped knowledge base articles (if applicable)
Double-check your settings, and then you can begin the test migration from Help Scout to Zendesk.
Step 4: Do a Test Export
The test export, also known as the Demo Migration, is a crucial step to observe how your data migrates and verify that your configured settings work as intended.
This process may take up to 5 minutes. Upon completion, you will find 20 Help Scout tickets (and knowledge base articles, if applicable) in your Zendesk account.
Carefully review the results of the test export. Follow this guide to learn how to examine the outcome effectively. If needed, don't hesitate to return to a previous step, make necessary adjustments, and re-run the Demo Migration. Our team is here to assist you if you have any questions or require further support.
Step 5: Move All Data
If you're satisfied with the results of the Demo Migration, it's time to move forward to the final stage of this process. At this point, all that remains is to complete the payment and initiate the full data migration.
Note that the duration of the migration from Help Scout to Zendesk can vary, taking several hours to a couple of days. The timeframe depends on the number of records and API limits. Rest assured, we'll monitor your migration closely, and once it's successfully completed, we'll send you an email notification.
Give Zendesk Migration a Try!
Help Desk Migration is your efficient shortcut, saving you time, money, and effort. Follow these five simple steps to start using your brand new Zendesk with ease.
