Import Zendesk data into GorgiasUpdated 8 days ago

If you’re transitioning off of Zendesk, you can import your Zendesk data into Gorgias to bring your previous ticket history into your new helpdesk. Once you’ve finished the initial import, you’ll have the option to continuously synchronize your data to keep things up to date.

Requirements

• Available on all Helpdesk plans
• Only Admins can import Zendesk data into Gorgias
• You need to be an Administrator or Account owner in Zendesk to complete the setup

What to expect

You can import tickets, macros, users, tags and ticket fields from Zendesk into Gorgias. Before getting started, take a moment to review the expected behavior for your imported data:

• Up to two years of your most recent data can be imported.
• Deleted and blank tickets from Zendesk won’t be imported.
• Any ticket with more than 250 comments will be split into multiple, closed tickets in Gorgias when imported.
• Only open or closed ticket statuses will be retained. Pending and solved tickets from Zendesk will be imported as closed, and all other statuses will be imported as open.
• Your active macros will be imported; however, only reply text and status change macro actions are supported in Gorgias. Macros with unsupported actions will be imported with an empty actions list.
• Users are imported based on whether they’re assigned to or have commented on a ticket. Users in Zendesk without any ticket activity won’t be imported.
• Zendesk tags will be imported as long as they appear on a ticket that’s included in the import. It’s not possible to import tags from Zendesk that haven’t been applied to a ticket.
• If you have more than 500 ticket fields in Zendesk, ticket fields will not be imported into Gorgias.
  
  

Import Zendesk data

When you start an import, your most recent 14 days of ticket data, ticket fields, and macros will be prioritized. This means your most recent tickets will appear in Gorgias first, along with any users, customers, and ticket tags tied to those tickets. Once the full 14 days have been imported, the remaining historical ticket data will be imported from oldest data to newest. While the import runs, you can monitor its progress from the imports page.

1. Sign into Zendesk, then generate an API token.
2. Copy your token, then return to Gorgias.
3. From your helpdesk, click the  Settings icon in the bottom-left corner.
4. In the menu, locate Advanced, then select Historical Imports.
5. Click the Zendesk Import tab, then click Import.
6. Enter your Zendesk subdomain and the email you use to sign in.
7. Paste your API token under API Key, then click Import.
   
   

Once your import completes, continuous sync will be enabled by default, but you can pause the sync at any time.

Manage continuous sync

When your import is finished running, you can continuously sync your Zendesk data to Gorgias in order to keep your ticket history up-to-date. Imported ticket fields and macros will also be updated to match any edits made in Zendesk. You can disable continuous syncing if you’d like to prevent new tickets from Zendesk from appearing in Gorgias.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Advanced, then select Historical Imports.
3. Click the Zendesk Import tab, and locate your ongoing import in the table.
4. Click the Synchronizing import status to pause the sync.
5. To resume the sync, click the Paused import status.