How to set up

Before uploading, you need to prepare your CSV file(s). We have a detailed guide that explains the requirements for CSV files.

You also need to get some work done in your Zendesk. Firstly, create custom fields so you could map them in the app. Secondly, activate your help center if you’re going to migrate the knowledge base. Lastly, turn off any active automations before you import anything and keep them off throughout the migration.

When you have your file(s) ready, go to Migration Wizard and create your account.

Click “Start Migration Wizard.”
Click on the dropdown menu and select CSV from the list of available sources.
You will then be asked to choose what data you want to import. You can choose between help desk and knowledge base. If you want to import both, you will need to run two imports.
Next, upload your CSV files and connect the Zendesk instance where you want to import data.
Once the connection is established, you will see a page where you should select the objects you want to migrate and map ticket fields. Click “Map ticket fields,” and you will be able to match up default and custom fields. Make sure you go through each field!

Two important things:

1). When importing tickets, you need to import other objects (agents, contacts, etc.) since they’re tightly connected.

2). At the bottom of the field mapping form, you can choose which brand to which tickets should belong. Make sure to check this before you start the test import.

Click “Continue” and wait for the Migration Wizard to import a small portion of data into Zendesk. Once the Demo Migration is complete, you will see a page with the price for the migration and the records. Click “VIew 20 records,” and in the form, you will see a list of tickets that were imported. You can download a report with IDs of imported groups, accounts, etc.

Carefully check the results. We have a great guide on how to check the results of your Zendesk import. But if you have any questions at this point of your migration, feel free to use the chat in the bottom right corner.

All set? Then complete the payment and begin importing all data to Zendesk.

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