You can go through the entire migration process by following these steps:. 1. Complete the Zendesk import2. Enable channels3. Pause the Zendesk sync4. Disable channels. The import rate can vary per account, depending on the number of comments/message

<h2 id="migrating-from-zendesk">Migrating from Zendesk</h2>You can go through the entire migration process by following these steps:1. Complete the <a href="https://docs.gorgias.com/en-US/import-data-from-zendesk-214412" rel="noopener noreferrer" target="_blank">Zendesk import</a> 2. <a href="https://docs.gorgias.com/en-US/enabledisable-channels-214414#enable-channels-in-gorgias" rel="noopener noreferrer" target="_blank">Enable channels</a> 3. <a href="https://docs.gorgias.com/en-US/import-data-from-zendesk-214412#after-the-initial-import-is-finished" rel="noopener noreferrer" target="_blank">Pause</a> the Zendesk sync 4. <a href="https://docs.gorgias.com/en-US/enabledisable-channels-214414#disable-channels-in-zendesk" rel="noopener noreferrer" target="_blank">Disable channels</a>The import rate can vary per account, depending on the number of comments/messages in tickets - on average, it is around 720 tickets per hour. Therefore, if there is a lot of Zendesk data, the import can take a few days.<hr><h2 id="limitations"> Limitations</h2><div class="note-callout">Please keep in mind the following limitations before initiating your import and/or sync.</div> <ul><li style="font-family: Inter; font-size: 16px;">We don&apos;t advise connecting any integration currently connected to Zendesk (like Gmail on both platforms at the same time). Working on both platforms with the same integration might duplicate messages in a ticket and result in tickets not syncing properly.</li><li style="font-family: Inter; font-size: 16px;">Gorgias can&apos;t automatically sync the statuses of tickets - if a Zendesk ticket imports as unsolved, it&apos;ll be open in Gorgias. If it is later solved/closed in Zendesk, we can&apos;t close the ticket in Gorgias automatically.</li><li style="font-family: Inter; font-size: 16px;">With continuous sync, the initial import of 2 years of history will complete then sync any other remaining tickets so you don&apos;t lose any data.</li><li style="font-family: Inter; font-size: 16px;">Once you begin using Gorgias, you should turn off all channels in Zendesk and allow the sync to import any remaining tickets left in Zendesk to Gorgias.</li><li style="font-family: Inter; font-size: 16px;">You won&apos;t be able to bulk-apply Macros to imported tickets if no Email integration has been previously used in Zendesk - for example, with form submissions. This is because Gorgias simply won&apos;t know which Email integration to use to send automated responses in this event.</li><li style="font-family: Inter; font-size: 16px;">You won&apos;t be able to use the Reply to Ticket or Apply Macro Rule action on these imported tickets if there was previously no used Email integration in your Zendesk account.</li><li style="font-family: Inter; font-size: 16px;">You won&apos;t be able to use Rules with conditions regarding message body, sender, intents, or sentiments for the same reason as above if that was the case.</li></ul><hr><h2 id="imported-data"> Imported data</h2>Gorgias imports Macros, Users, Tags, and Tickets from Zendesk, with Macros being the first item to be imported. Any Macros imported from Zendesk can&apos;t be edited in Gorgias while the sync is enabled - the Zendesk original will override any edits in Gorgias unless the sync/import is paused.If you have the same users in Gorgias as Zendesk, please delete them in Zendesk when the import is complete to get rid of duplicate accounts.We don&apos;t import attachments on tickets nor rating information - this means survey data associated with the ticket won&apos;t port to Gorgias.<ul style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; padding-inline-start: 32px; color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li style="font-family: Inter; font-size: 16px;">Tickets that were updated in the last 2 weeks will be imported first. The rest is imported starting from 2 years in the past and ending when we reach the 2-week mark imported previously.</li><li style="font-family: Inter; font-size: 16px;">There are 2 ticket statuses in Gorgias: Open and Closed. Open means you need to address the ticket, while Closed means you&apos;re done with it. As a result, Pending Zendesk tickets come into Gorgias as Closed but are tagged as pending automatically so you can create a View to see those pending tickets.</li><li style="font-family: Inter; font-size: 16px;">On-hold, Solved, and Closed Zendesk tickets will all be imported as Closed Gorgias tickets. Channels will be imported as well - a closed Facebook Zendesk ticket will come in as a closed Facebook ticket in Gorgias as well.</li><li style="font-family: Inter; font-size: 16px;">Depending on the amount of data, it can sometimes take several days to import ticket history, as we import about 720 tickets per hour.</li><li style="font-family: Inter; font-size: 16px;">Tags added to existing tickets in Zendesk after the import has started won&apos;t appear/sync in Gorgias.</li><li id="isPasted" style="font-family: Inter; font-size: 16px;"><section>The Ticket Fields from Zendesk can now be imported through the initial sync and also through the continuous sync. The values of the ticket fields are imported only for the tickets that weren&apos;t imported yet in Gorgias.&#xA0;</section><ul><li style="font-family: Inter; font-size: 16px;">If the field is of the type (decimal, boolean, date) &#x2192; the type is preserved in Gorgias</li><li style="font-family: Inter; font-size: 16px;">If the field is of the type lookup &#x2192;&#xA0;not imported</li><li style="font-family: Inter; font-size: 16px;">If the field type is integer &#x2192;&#xA0;imported as decimal</li><li style="font-family: Inter; font-size: 16px;">If the field is of any other type &#x2192; imported as text&#xA0; Special cases:</li><li style="font-family: Inter; font-size: 16px;">Regexp&#xA0;&#x2192;&#xA0;imported it as text, and the regex is saved as description</li><li style="font-family: Inter; font-size: 16px;">Multiselect &#x2192;&#xA0;imported as text, and the options are saved as description</li><li style="font-family: Inter; font-size: 16px;">Credit Card &#x2192; imported as text, added in the description</li></ul></li></ul><hr><h2 id="faqs"> FAQs</h2><h4 id="isPasted">Can I import more than once for the same Zendesk account?</h4>Once the initial import is finished, we do a continuous sync so you don&apos;t miss any tickets!<h4 id="can-i-import-multiple-zendesk-accounts-into-one-gorgias-account"> Can I import multiple Zendesk accounts into one Gorgias account?</h4>Yes, you can run several imports in parallel and you&apos;ll also be able to see the progress of each import separately.<h4 id="can-i-import-the-last-2-years-of-my-emails-before-importing-zendesk"> Can I import the last 2 years of my emails before importing Zendesk?</h4>You can, but we don&apos;t recommend it. If you import emails before Zendesk, there&apos;ll be discrepancies between open/closed tickets and some messages won&apos;t be imported properly.<div class="note-callout">Please do the Zendesk import and then import your emails to avoid any inconsistencies.</div> Because of the way Zendesk and our Email integration work - you&apos;ll see that there are no replies sent from Zendesk in your email&apos;s Sent folder. In other words, importing from email before importing Zendesk will import only incoming messages, not outbound messages. After importing some of the messages from email we won&apos;t be able to match them with tickets from Zendesk.If you start the import, as long as you don&apos;t have an email connected in Gorgias (if you&apos;re still replying in Zendesk) or connected in Zendesk (if you&apos;re replying in Gorgias) the import will only run on new tickets because we don&apos;t create duplicates.&#xA0;<h4 data-pm-slice="1 1 []" id="can-i-choose-which-tickets-i-want-to-import-for-example-only-chat-tickets"> Can I choose which tickets I want to import? For example, only chat tickets?</h4>It&apos;s not possible at the moment to make a selection by channel or another condition.<h4 id="why-have-some-of-my-imported-tickets-split-into-smaller-tickets"> Why have some of my imported tickets split into smaller tickets?</h4>Tickets imported from Zendesk with more than 250 messages will be split into multiple tickets, each containing at most 250 messages. Older messages will be added to closed tickets as well.<h4 id="can-i-integrate-my-email-with-gorgias-and-zendesk-at-the-same-time"> Can I integrate my email with Gorgias and Zendesk at the same time?</h4>If you integrate an email address with Gorgias, Zendesk continuous import is enabled, and that email is integrated with Zendesk as well (or you&apos;re forwarding from it to Zendesk), it&apos;ll create issues with syncing.&#xA0;This is because messages sync via the integrated email faster than through the Zendesk continuous sync (which runs every 5 minutes) - this will result in similar issues as the answer above.&#xA0;It&apos;s best to integrate your email with Gorgias:1. After you have already migrated from Zendesk and your team is ready to manage support in Gorgias directly.2. If you&apos;re going to disable that email specifically in Zendesk. You can keep other channels or emails enabled in Zendesk. The continuous import can be left enabled to pull new tickets/comments from other Zendesk channels or other emails, that aren&apos;t integrated with Gorgias yet, then you can do each email or channel one by one.<h4 id="do-my-ongoing-conversations-with-customers-have-to-pause-during-the-zendesk-import-time"> Do my ongoing conversations with customers have to pause during the Zendesk import time?</h4>Thanks to the continuous import, we shouldn&#x2019;t miss any messages, but they could be imported with some delay because they start only after we complete the historical import.&#xA0;The timeline of events is:1. We import the last two weeks of tickets. 2. We import the tickets between 730 days ago and 2 weeks ago, from oldest to newest. 3. We start the continuous sync from where the historical import ended (so we fetch all new messages in tickets imported at step 1). 4. The continuous sync will keep running and importing all the events since the last time it was run.Yes, you need to pause, because you may otherwise miss the messages sent from Zendesk during step 1. until step 2. completes and this could last weeks depending on how many tickets we have to import.<h4 id="is-it-ok-if-i-delete-all-my-imported-tickets-in-gorgias-and-run-another-import-to-start-fresh"> Is it OK if I delete all my imported tickets in Gorgias and run another import to start fresh?</h4>No, you can only do one import per Zendesk domain.<h4 id="how-can-i-make-sure-my-open-zendesk-tickets-that-are-just-imported-dont-get-mixed-up-with-other-tickets-in-gorgias-so-i-can-quickly-address-those"> How can I make sure my open Zendesk tickets that are just imported don&apos;t get mixed up with other tickets in Gorgias so I can quickly address those?</h4>You can tag your open tickets with a unique name in Zendesk before you start importing. After the import is completed, you can easily create a View and find your tickets by the Tag name.<h4 id="will-aircall-tickets-port-over-including-the-voicemails"> Will Aircall tickets port over, including the voicemails?</h4>Yes, they&apos;ll all port over. The voicemail ticket will contain an external link that&apos;ll take you to Aircall.<h4 id="ive-turned-off-all-the-channels-in-zendesk-and-completed-the-import-why-do-i-still-receive-tickets-in-zendesk"> I&apos;ve turned off all the channels in Zendesk and completed the import. Why do I still receive tickets in Zendesk?</h4>This is because you haven&apos;t disabled forwarding to Zendesk in your email account. Please log into your email account and disable email forwarding to Zendesk.<h4 id="why-did-some-of-our-customers-accounts-get-duplicated-upon-importing"> Why did some of our customers&apos; accounts get duplicated upon importing?</h4>This can happen only if the customer&apos;s email address was updated in Gorgias while the import from Zendesk was still running. If you change the email address of one of your customers in their Gorgias profile settings while the Zendesk import is still ongoing, that action will create a duplicate of that same customer with the new email address.However, updating details such as the customer&apos;s first or last name won&apos;t cause this issue. The account will be updated, but not duplicated.<h4 id="can-i-do-the-import-in-phases"> Can I do the import in phases?</h4>Yes, you can use Zendesk with any channels that aren&apos;t in Gorgias. For example, you can have two emails in Zendesk such as x@gorgias.com, and y@gorgias.com where x@ is integrated with Gorgias and disabled in Zendesk. Messages can still go to y@ in Zendesk, while you respond to x@ in Gorgias.<div class="note-callout">It&apos;s always mandatory to start the initial Zendesk import before integrating the same email address into Gorgias, otherwise the ticket history will be inaccurate.</div> <h4 id="ive-turned-off-zendesk-and-have-a-backlog-of-open-tickets-in-gorgias-can-i-apply-rules-to-these-tickets">I&apos;ve turned off Zendesk and have a backlog of open tickets in Gorgias. Can I apply Rules to these tickets?</h4>You can use the Ticket Updated trigger and apply a Tag to these tickets to trigger a Rule. However, Rules are limited: you can&apos;t use Rules with conditions regarding the message body, sender, intents, and sentiments. Ticket subject, message source, Shopify, etc. should still work as intended.<h4 id="why-am-still-i-receiving-emails-in-zendesk"> Why am still I receiving emails in Zendesk?</h4>Please check Google Workspace for Routing and Compliance settings to ensure Gmail emails are not going into Zendesk after integrating your direct Gmail integration.<h4 id="can-i-cancel-my-zendesk-account-while-the-import-is-in-progress"> Can I cancel my Zendesk account while the import is in progress?</h4>You can, but we don&apos;t recommend it. The API token will expire as soon as you cancel, and the import will stop at whatever percentage it is at.<h4 id="can-i-restart-my-zendesk-import"> Can I restart my Zendesk import?</h4>Yes, you can restart the Zendesk import and update the API credentials on your own.When your Zendesk import is in progress, you&apos;ll be able to see a Restart button which will appear if the import failed because the user that started it doesn&apos;t have the necessary permissions. The same button will allow you to restart and re-enter the credentials so that your Zendesk import can continue.

Zendesk migration 101

To start the import, please go to Settings -> Account -> Import Data → Add Account and use this doc from Zendesk to find or generate your Zendesk API. The previous 2 weeks of Zendesk ticket history are imported first to ensure the most important info

<div class="note-callout">You need to have Admin/Owner account permissions in Zendesk to successfully import your Zendesk data into Gorgias.</div><h2 id="starting-the-import"> Starting the import</h2>To start the import, please go to Settings -&gt; Account -&gt; Import Data &#x2192; Add Account&#xA0;and use <a href="https://support.zendesk.com/hc/en-us/articles/4408889192858-Generating-a-new-API-token" style="box-sizing: inherit; background-color: transparent; color: rgb(0, 117, 255); text-decoration: none; cursor: pointer; transition: color 200ms linear 0s;" target="_blank">this doc</a> from Zendesk to find or generate your Zendesk API.The previous 2 weeks of Zendesk ticket history are imported first to ensure the most important information is available within a few hours, while the rest of the 2 years of ticket history can take several days to import, depending on the volume, so you should get the inbox as small as possible in Zendesk before importing, if you can, for a much faster import.Regardless of the volume, import progress statistics are collected in the background, so you can see how many tickets are already imported and how many are left while the import is running.While you can choose the channel you want to import from Zendesk, for example, Email, you won&apos;t be able to make a selection of emails you want to import - Gorgias will import all of them.<hr><h2 id="after-the-initial-import-is-finished"> After the initial import is finished</h2>Continuous synchronization is enabled by default, but you can disable it on the import page by clicking the Pause button.<img src="https://attachments.gorgias.help/k5/hc/mz0e/7e6ee61f-1487-4bab-830a-b2171375dfbd-1250f6cc-e49f-441c-b392-68097ca3d40f.png" style="width: 692px;" class="fr-fic fr-dib">Now, you can resolve and close any imported Zendesk tickets that are open in Gorgias, then only continue working in Gorgias.<div class="note-callout">Macros are overwritten after every edit and returned to their previous state with continuous sync being left on.</div>

Import data from Zendesk

Enable any channels you'd like to use in Gorgias (Email, Chat, social) - instructions for each channel are below - and please check out our FAQ if you want to do this in phases. Go to Settings → Channels → Email → Add Email Address and check out the

<p style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">Enable any channels you&apos;d like to use in Gorgias (Email, Chat, social) - instructions for each channel are below - and please <a href="https://docs.gorgias.com/en-US/zendesk-migration-101-214413#can-i-do-the-importin-phases" rel="noopener noreferrer" target="_blank">check out our FAQ</a> if you want to do this in phases.<hr><h2 id="enable-channels-in-gorgias"> Enable channels in Gorgias</h2><h3 id="email">Email</h3><div class="note-callout">Please don&apos;t import the last 2 years of email history before doing the Zendesk import and don&apos;t enable Email until you&apos;re ready to switch over from Zendesk to Gorgias, unless you can disable that email from Zendesk.</div> Go to Settings&#xA0;&#x2192; Channels&#xA0;&#x2192; Email &#x2192; Add Email Address and check out the&#xA0;<a href="https://docs.gorgias.com/en-US/email-integrations-81753#setup-instructions" rel="noopener noreferrer" target="_blank">integration instructions</a> for how to integrate your email with Gorgias, depending on the nature of your mailbox.Please also check Google Workspace for Routing and Compliance settings to ensure Gmail emails are not going into Zendesk after integrating a direct Gmail integration.<h3 id="chat"> Chat</h3>Go to Settings &#x2192; Channels&#xA0;&#x2192;&#xA0;Chat &#x2192; Add Chat and check out our <a href="https://docs.gorgias.com/en-US/set-up-chat-81789" rel="noopener noreferrer" target="_blank">article</a> on how to set up your Chat widget.<h3 id="social"> Social</h3>Go to Settings &#x2192; App Store &#x2192; All apps&#xA0;&#x2192;&#xA0;Facebook, Messenger &amp; Instagram &#x2192; Login with Facebook and take a look at our <a href="https://docs.gorgias.com/en-US/connect-your-social-channels-facebook-instagram-81830" rel="noopener noreferrer" target="_blank">article</a> on the integration.<hr><h2 id="disable-channels-in-zendesk"> Disable Channels in Zendesk </h2><h3 id="email-1">Email</h3>Open Settings&#xA0;&#x2192; Channels&#xA0;&#x2192;&#xA0;Email&#xA0; <a href="mailto:%22support@yourstore.zendesk.com" style="box-sizing: inherit; background-color: transparent; color: rgb(0, 117, 255); text-decoration: none; cursor: pointer; transition: color 200ms linear 0s;">&quot;support@yourstore.zendesk.com</a>&quot;&#xA0;&#x2192;&#xA0;change this address to the Gorgias default email, then delete all other email connections.Then, go to your native email settings (Gmail, Outlook, etc.) and disable any forwarding to Zendesk that&apos;s toggled on in the Forwarding and POP/IMAP tab. Also, check that you don&apos;t have any filters forwarding in the Filters and Blocked Addresses tab.<iframe width="100%" src="https://www.loom.com/embed/816f93c8673645938e211b90026899dd" frameborder="0" allowfullscreen="true" mozallowfullscreen="true" webkitallowfullscreen="true" class="fr-draggable"></iframe><hr><h3 id="social-media"> Social Media</h3>Go to&#xA0;Settings&#xA0;&#x2192; Channels&#xA0;then&#xA0;deactivate any connected social media platforms.<div class="note-callout">If you have open social tickets in Zendesk, please follow the steps below as you can&apos;t respond to these tickets in Gorgias if you import them.</div>&#xA0; This workaround ensures no tickets are lost:1. Create a Zendesk trigger: Auto-close social tickets with a new message from the customer.2. Respond to and close all social tickets in Zendesk.3. Deactivate Facebook in Zendesk.<iframe width="100%" src="https://www.loom.com/embed/2392fe9a6c8d448e86cc7f24d33b4942" frameborder="0" allowfullscreen="true" mozallowfullscreen="true" webkitallowfullscreen="true" class="fr-draggable"></iframe><hr><h3 id="contact-form--chat--help-center"> Contact Form / Chat / Help Center</h3>Please navigate to Settings&#xA0;&#x2192;&#xA0;Admin&#xA0;&#x2192;&#xA0;Channels&#xA0;&#x2192;&#xA0;Widget&#xA0;&#x2192;&#xA0;Customization&#xA0;and&#xA0;flip the switch to toggle them off. <iframe width="100%" src="https://www.loom.com/embed/6cbf594b939c435cbd51507e4026fab9" frameborder="0" allowfullscreen="true" mozallowfullscreen="true" webkitallowfullscreen="true" class="fr-draggable"></iframe> If flipping the switch doesn&apos;t disable the widgets on your website, you can also remove the Zendesk code. Search for the Zendesk code in the theme.liquid section of your website&apos;s code - you can also check out <a href="https://support.zendesk.com/hc/en-us/articles/4408839367706" rel="noopener noreferrer" target="_blank">Zendesk instructions</a> for more details.<hr><h3 id="satisfaction-survey"> Satisfaction Survey</h3>If you have an automation set up to send a Satisfaction survey, please disable it too.<iframe width="100%" src="https://www.loom.com/embed/316edddffe59420d94b958256fdcd6ab" frameborder="0" allowfullscreen="true" mozallowfullscreen="true" webkitallowfullscreen="true" class="fr-draggable"></iframe>

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