How can I migrate information from another platform into Zendesk?

Question

I have information on another platform or ticketing system that I would like to migrate to Zendesk. How do I do this?

Answer

While not everything can be migrated into Zendesk through the user interface, import information using API resources and features below.

Tickets

To import tickets, use the API and this article: Ticket Import API.

Set a tag to signify that these tickets were added to Zendesk Support using import. Ticket metrics (First reply time and First resolution time, for example) are not imported for the ticket. No triggers are run on imported tickets.

Users

To import users, use the documentation below:

Bulk importing users

Importing users with the API

Organizations

These developer articles are available for organizations:

Bulk importing organizations

Importing organizations with the API

Articles

To read more on how to import articles, see this article: Help Center API.

Tip: If you have large or complex migrations, hire Zendesk Professional Services to help you.

Note: If you do not feel comfortable using the API, check the Zendesk Marketplace for third-party apps that might be able to assist with this process. Our Zendesk Partners are also available to help you with importing information into your account.