With most of the world shifting towards the digital space, keeping a healthy support line is key to maintaining a growing customer base. Businesses that operate in the service sector use various tools to keep their customers happy, chief among them are customer service solutions (a.k.a. help desks).
As a company grows, the need to move to a new service software may become a necessity that can’t be ignored. And for many, Zendesk is the choice. The software has it all: a robust suite of automation tools, analytics, and an extensive Zendesk app marketplace.
Yet, often what’s preventing companies from hopping over to Zendesk is the migration process. There are several ways you can import data into Zendesk, which we will explain right here and right now.
Zendesk Import - CSV vs. Automated Migration Tool
What is the first thing that comes to your mind when you need to import data into any software? We bet it’s the CSV file. Zendesk offers the CSV import feature to all users. However, its capabilities are pretty limited. If you need to migrate large volumes of data, the company encourages you to use the API or a Zendesk partner like Help Desk Migration. Let’s dive a little deeper and see the difference between the two.
Zendesk CSV import
So, rather than adding users and creating organizations in Zendesk manually, you can do it in bulk. As things stand, you can only import essential user data. But as a bonus, you can assign roles to users, assign organizations, and a brand. The complete list of records you can import from CSV to Zendesk looks like this:
- Name, email, phone, and shared phone number;
- External ID (ID that’s other than the email address);
- Details and notes;
- Role (note that it’s case sensitive, and if you don’t assign a role, the user is set to End-user);
- Restriction (allows setting agent’s privileges and is required for new users);
- Organization, tags, and brand;
- Custom fields.
If you want to use Zendesk Guide and import help center articles, tough luck; you will need to use the API. And if you’re going to import tickets to Zendesk from CSV, you will also need to use the API.
Furthermore, you need to make sure your file(s) is(are) meet the requirements. For instance, Zendesk importer allows files with up to 2000 rows. If you have more than that, you’ll have to split your data into multiple files. The requirements don’t end there. However, having to split your data is probably the most time-consuming and frustrating.
Automated Migration Tool
Typically, an automated migration tool uses an API to move data between systems. In our case, this means that you can migrate data directly from an email client (like Gmail or Outlook) or another help desk. API also has more capabilities when it comes to the data you can migrate. It doesn’t have the limitations of a CSV file to retain all customer support history.
| Help desk records | Knowledge base records |
|---|---|
| Tickets | Articles |
| Agents | Categories |
| Contacts | Folders |
| Groups | Attachments |
| Organizations | Tags |
| Custom fields | |
| Tags | |
| Attachments | |
| Replies |
Data you can migrate to Zendesk using Help Desk Migration
The process of moving your data is also much more straightforward and fast. When you follow an established migration script, it takes less time to set up your import. You also face a lot fewer challenges because the common ones have already been taken care of.
To recap, going for an automated solution requires less human effort and resources, saves time, and allows switching to Zendesk as soon as you wish.
Why consider Help Desk Migration?
First of all, you get all of the benefits mentioned above. Secondly, choosing Help Desk Migration, you choose quality and responsive customer support. We know for a fact that when you’re doing something like data migration, it’s best to have a reliable partner (an Authorized Zendesk Developer). We also know that testing is crucial. Therefore, our service offers a free test that you can run multiple times.
Similarly, Zendek delivers Professional Services to help you stay on top of customer experience operations that may slip through the cracks. Whether implementing a new Zendesk instance, optimizing available features, or migrating your customer data, the CX experts have covered you.
And while the Professional Services reduce time and effort, its Starter package costs over $8K for one channel. Then again, it’s rather costly if your business requires an automated migration service. So, what other options do you have?
Whether you want to move your customer data to Zendesk or consolidate two help desk instances, Help Desk Migration can do both. Besides, the migration price is based on the number of records.
For businesses looking to consolidate their Zendesk help desk instances, the prospect of migrating macros and triggers can be daunting. However, with Help Desk Migration's Business Rules Migration feature, the process becomes streamlined and hassle-free.
This new feature allows businesses to import their Zendesk macros and triggers seamlessly during the consolidation of their Zendesk help desk instances.
Lastly, with Help Desk Migration, you can personalize your Zendesk import. Indeed, one-size-fits-all solutions don’t work for everybody. So, if you need a custom migration, we got you covered.
Bottom Line
Whether you are moving from an email client or another help desk, Zendesk is the right choice. With its robust feature line, excellent customization options, and the ability to hook third-party apps, it is a no-brainer.
The only thing we would like to add is that there’s nothing wrong with using a CSV file, but remember that it can be a challenging process. Instead, use an automated system to handle the process for you. It is safer, it is faster, and it’s a worthy investment. Start a free Demo, and we’ll join you on a Zendesk import journey.
Frequently asked questions about the import process
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How do I import a ticket in to Zendesk?
There are a few ways you can approach this task. If you have a tiny portion of data (like 50 tickets), you can manually add them to Zendesk. However, if you want to import a large volume of data, you need to use the API. You need to either write your own script, which will take quite some time, and a fair amount of trial and error. Or use Help Desk Migration to save your time.
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How do I merge users in Zendesk?
You must first locate the user using the search bar. Afterward, click on the user options menu and select the merge option. This will take you to a screen where you’ll have to type in the user’s name. A list of matching names will appear, so just select the necessary ones and click on the merge button.
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What are user fields in Zendesk?
User fields are fields that are only visible to a specific group of agents. To set up such fields, admins have to configure a custom list of fields and assign it to a particular group of users. Currently, Zendesk allows you to configure basic text fields, date fields, drop-down, and number fields.
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How do I import a CSV file in to Zendesk?
First things first, you need to prepare your CSV file(s). Remember that Zendesk only allows files with up to 2000 rows, and all of your files need to have proper formatting. Then, head over to the Admin panel, select manage, then people, and pick the bulk user import option.
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How do I import data in to Zendesk?
You may upload a core set of data (see “How do I import contacts into Zendesk?” for a tutorial), such as users and organizations, from a CSV file. Unfortunately, you cannot import tickets from CSV to Zendesk, so you’ll have to use the API. Or use Help Desk Migration which is much easier and faster than writing your own code or fumbling with CSV files.
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How do I import contacts in to Zendesk?
To import contacts in your Zendesk account, head over to the Admin panel, select manage, then people, and pick the bulk user import option. Upload the file and wait for the import process to finish. Review whether all Zendesk customer lists are present and confirm the results.
