Migrate from Zendesk to Zoho Desk with a US partner

Zoho’s importer leaves out tags, groups, CCs and collaborators, nested custom fields, inline images inside comments and attachments on help-center articles. Triggers, automations, macros, views, SLA policies, apps and channel settings are configuration, so we rebuild them in Zoho Desk by hand. Anything your team still needs from that list gets a plan in the assessment.

No. Agents keep working in Zendesk while Zoho Desk is built, the sample is signed off and the history is imported. Each channel then switches on its own date before your stopper date, usually at a quiet hour, and a catch-up pass brings over the tickets that arrived in the meantime.

Yes. Tickets come across with their comments as threads and their file attachments, linked to the right contact and account. The original Zendesk ticket number is saved in a Zendesk-ID field. Two catches: imported replies are all marked incoming, and images pasted inline into comments stop loading once Zendesk is closed.

It depends on ticket volume, attachment size, the number of brands and channels, and how many rules need rebuilding. Zoho runs its import in a queue and gives timing once it has looked at the data. We count back from your stopper date, the last safe day on Zendesk, and the Migration BRD fixes the dates for the sample, each channel switch and training before work begins.

We offer three packages, Quick Move, Standard Move and Complex Move, each at a fixed fee written into a signed BRD. Most moves start with a paid Migration Assessment, and that fee is credited in full against the migration. The first call is free.

We rebuild them. Triggers usually become workflow and assignment rules, time-based automations become time-based rules or SLA escalations, and macros become Zoho Desk macros and reply templates. Where a trigger was really enforcing a process, Blueprint in Professional or Enterprise often does the job better.

Yes. The importer stores each Zendesk ticket ID in a custom field called Zendesk-ID, and we make it searchable so agents can look up an old case by the number a customer quotes.

Agents are matched by email address. Once imported, they sign in with that same email without accepting an invitation. Department access is set afterwards, and tickets owned by agents who no longer exist are assigned to the admin who ran the import unless we plan for them.

Yes. The importer can filter tickets by Zendesk group and brand, so you can leave behind a retired brand or an old internal queue. We agree the filter in the BRD so everyone knows what stays in the archive.

Articles keep their categories, sections and translations, but their URLs change. We list every old article link, map it to the new one and set redirects where your domain setup allows, then check the most visited links on switch day.

On your side, each department that uses Zendesk names a SPOC, usually the department head, and your overall project owner signs with them. They sign the Migration BRD before work starts and the sample tickets before the full import, and we keep a record of both.

It stays on, switched to read-only, so agents can still look up old tickets and reports during the agreed rollback window. The subscription is cancelled only after you confirm the move is complete.

SI stands for super intelligence. In September 2026 a US executive order asked federal agencies to use “super intelligence” or “SI” in place of “artificial intelligence” in official communications. Most businesses still say AI, so we use both terms.