Helpdesk Migration and Ticket Import

Updated 2 weeks ago by Thomas Trinelle

You’ve made the decision to transform the way your organization executes support! 🎉 Now it’s time to implement that change!

Zendesk Migration

Here are the steps and resources required for successfully launching Gorgias with a Zendesk import. Please follow the instructions outlined in the order below.

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. However, if each ticket has 500 comments, it would only be 50 tickets in 10 minutes. Therefore, if there is a lot of Zendesk data, the import can take a few days.
Zendesk import and continuous synchronization is not intended to be used in parallel with Zendesk. What does this mean?

We do not advise connecting any integration that is currently connected to Zendesk (i.e. Gmail in both platforms at the same time). Working in both platforms with the same integration might duplicate messages in a ticket and will result in tickets not syncing properly.

Also, Gorgias cannot automatically sync the statuses of tickets. Therefore, if a Zendesk ticket imports as unsolved it will be open in Gorgias. If it is later solved/closed in Zendesk, we cannot close the ticket automatically in Gorgias.

With continuous sync, the initial import of 2 years of history will complete, then sync any other remaining tickets so you don't lose any data.

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.
How it works
  • Gorgias imports Macros, Users, Tags, and Tickets from Zendesk. Macros are the first item to be imported.
Any macros that were imported from Zendesk cannot be edited in Gorgias while sync is enabled. The Zendesk original will override any edits in Gorgias. To solve this, pause the import.
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 do not import attachments on tickets. Currently, we also do not import rating information. This means survey data associated with the ticket will not port to Gorgias.

  • The previous 2 weeks of ticket history are imported first. The rest is imported starting from 2 years in the past and ending when we reach the 2-week mark imported previously.
  • There are 2 ticket statuses in Gorgias: `Open` & `Closed`. `Open` means you need to treat the ticket, `Closed` means you're done with it. As a result `Pending` Zendesk tickets come into Gorgias as `Closed`, but they are tagged as pending automatically. Therefore, you can create a view to see those pending tickets (more info on views here: https://docs.gorgias.com/video-tutorials/organizing-and-creating-views)
  • `On-hold`, `Solved` & `Closed` Zendesk tickets will all be imported as `Closed` Gorgias tickets. Channels will be imported as well, (i.e. a closed Facebook Zendesk ticket will come in as a closed Facebook ticket in Gorgias as well)
  • Depending on the amount of data, it sometimes can take several days to import ticket history. We import about720 tickets per hour.

Setup Instructions

Import Zendesk Data

The previous 2 weeks of Zendesk ticket history are imported first to ensure the most important information is available within a few hours. The rest of the two years of ticket history can take several days to import, depending on the volume.

  • Go to Settings > Import Data > Add account > Start import
  • Please use this doc to find or generate your Zendesk API
Pro tip: Get the inbox as small as possible in Zendesk before importing.
Important: You need to have Admin/Owner account permission in Zendesk in order to successfully import your Zendesk data into Gorgias.

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.

Please bear in mind that while you can choose the channel you want to import from Zendesk, for example email, you will not be able to make a selection of emails you want to import. Gorgias will import all of them.
After the initial import is finished
  • Continuous synchronization is enabled by default. You can disable it on the import page by clicking the "Pause" button.
  • Resolve and close any imported Zendesk tickets that are open in Gorgias.
  • Start working in Gorgias!

How does continuous synchronization work?
  • Gorgias looks for updates in Zendesk every 5 minutes. All new tickets and macros will be imported and the new comments in existing tickets as well.
  • If a ticket is already imported in Gorgias and then you close it in Zendesk - the status of ticket will not be synced.
  • To stop synchronization you can press "Pause" button.
  • To start it back just press "Resume".
Channels

Enable channels in Gorgias

Enable any channels you would like to use in Gorgias (email, live chat, social). Instructions for each channel are below. If you want to do this in phases, please see FAQ #11 for more info.

  • Email

Go to Settings > Integrations > Email > Add email

Please do NOT import the last 2 years of email history before doing the Zendesk import. See FAQ #3 for more info.
We don't recommend enabling email until you are ready to switch over from Zendesk to Gorgias, unless you can disable that email from Zendesk.
See FAQ #4 for more info.

- For Direct Integration: Connecting your support email via direct integration

- For Forwarding: How to set up email forwarding

Please check Google Workspace for "Routing" and "Compliance" settings to ensure Gmail emails are not going into Zendesk after integrating your direct Gmail integration.
  • Chat

Go to Settings > Integrations > Chat > Add chat. For more context, you can check this article!

  • Social

Go to Settings > Integrations > Facebook, Messenger & Instagram > Login Facebook. More info to be found here or check out our video below!

Disable Channels in Zendesk

Disable any channels you have set up in Zendesk. The instructions for each channel are below.

  • Email

Open Settings -> Channels -> Email -> Select "support@yourstore.zendesk.com" -> Change this address to default email -> Delete all other email connections.

Then, go to native email settings (Gmail, Outlook, etc.) and disable any forwarding to Zendesk that is toggled on in the Forwarding and POP/IMAP tab. Also, check that you don't have any filters forwarding in the Filters and Blocked Addresses tab.

  • Social Media

Settings -> Channels -> Deactivate any connected social media platforms

If you have open social tickets in Zendesk, please follow the steps below. You cannot respond to these tickets in Gorgias if you import them. This workaround ensures no tickets are lost.

- Create a Zendesk trigger: "Auto-close social tickets with a new message from the customer"

- Respond & close all social tickets in Zendesk

- Deactivate Facebook in Zendesk

  • Contact Form / Chat / Help Center

Settings -> Admin icon -> Channels -> Widget -> Customization -> Flip switch to toggle off

If flipping the switch doesn'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's code.

Here are the Zendesk instructions with more detail.

  • Satisfaction Survey

If you have an automation to send a Satisfaction survey, please disable it too:

Other helpdesk migration

If you are migrating from Re:amaze or Freshdesk, it is important to remember that, once your email is in both platforms, replies sent from Re:amaze or Freshdesk will not be pulled into threads in Gorgias.

If they prefer migrating tickets from those platforms and you are unable to do so through email import in Gorgias, then you can use a platform like help-desk-migration.com

Limitations

  • You cannot import the rules you've had in Zendesk. If we have the same functionality within our rules, you can recreate the rule. However, if we do not have the same option, we will not be able to recreate the rule.

FAQs

Zendesk import FAQs can be found in this guide here.

Of course, our Support Team is also here to answer any questions that you may have about this feature both via live chat and email at support@gorgias.com.


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