Zendesk import FAQs

Updated 5 days ago by Djurdjica Matkovic

This doc will address all of your questions about the Gorgias-Zendesk import.

Can I import more than once for the same Zendesk account?

Once the initial import is finished, we do a continuous sync so you don't miss any tickets!

Can I import multiple Zendesk accounts into one Gorgias account?

Yes, you can! You can run several imports in parallel and you'll also be able to see the progress of each import separately.

Can I import the last 2 years of my emails before importing Zendesk?

You can, but we do not recommend it. If you import emails before Zendesk, there will be discrepancies between open/closed tickets and some messages will be not imported properly. Please do the Zendesk import and then import your emails to avoid any inconsistencies.

Why?

Because of the way the Zendesk & email integration works. In your email 'sent' folder you can see that there are no replies sent from Zendesk. 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 will not be able to match them with tickets from Zendesk.

Can I integrate my email in Gorgias and Zendesk at the same time?

If you integrate an email address with Gorgias, Zendesk continuous import is enabled, and that email is integrated with Zendesk as well (or you're forwarding to Zendesk), it will create issues with syncing. 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. It's best to integrate email in Gorgias:

1) After you have already migrated from Zendesk and your team is ready to manage support in Gorgias directly.

2) If you are 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, which are not integrated in Gorgias yet. Then you can do each email or channel one by one.

Do my ongoing conversations with customers have to pause during the Zendesk import time?

Yes, you will have to pause any conversations until those tickets are imported. Since the first 2 weeks are imported first, the pause on these tickets should not be too long (2-3 hours).

Is it OK if I delete all my imported tickets in Gorgias and run another import to start fresh?

No, you can only do one import per Zendesk domain.

How can I make sure my open Zendesk tickets that are just imported don't get mixed up with other tickets in Gorgias so I can quickly address those?

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.

Will Aircall tickets port over, including the voicemails?

Yes, they will all port over. The voicemail ticket will contain an external link that you will take you to Aircall.

I've turned off all the channels in Zendesk and completed the import. Why do I still receive tickets in Zendesk?

Most likely this is because you have not disabled forwarding to Zendesk in your email account. Please log into your email account and disable email forwarding to Zendesk.

Why did some of our customers' accounts get duplicated upon importing?

This can happen only in the event that the customer'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's first or last name won't cause this issue. The account will be updated, but not duplicated.

Can I do the import in phases?

Yes, you can use Zendesk with any channels that aren't in Gorgias. For example, you can have two emails in Zendesk such as (support@gorgias.com, and support.ca@gorgias.com). You can integrate support@ in Gorgias, and disable it in Zendesk. Messages can still go to support.ca@ in Zendesk, while you respond to support@ in Gorgias.

Please note: it is always mandatory to start Zendesk initial import before integrating the same email into Gorgias, otherwise the ticket history will be inaccurate.
I've turned off Zendesk and have a backlog of open tickets in Gorgias. Can I apply rules to these tickets?

You can use 'ticket updated' and apply a tag to these tickets to trigger a rule. However, the rules are limited: you cannot use rules with conditions regarding message body, sender, intents, and sentiments. Ticket subject, message source, Shopify, etc. should still work as intended.

Why am still I receiving emails in Zendesk?

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

Can I cancel my Zendesk account while the import is in progress?

You can, but we do not recommend it. The API token will expire as soon as you cancel and the import will stop at whatever percentage it is at.

If any of your questions or concerns weren't answered by this doc, please don't hesitate to reach out to us via our live chat or email at support@gorgias.com. The team is here for you!


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