Moving your customer support data to Zendesk is one of the most consequential technical operations your support team will undertake. Done right, your agents have full history, every workflow is intact, and the cutover is invisible to customers. Done wrong, you lose tickets, corrupt custom fields, or break automations that took months to build.
Helpando has been running Zendesk migrations since 2013 — longer than most agencies have even used the platform. We have migrated data from over 30 different source systems for 100+ companies including Skyscanner, Glossybox, Dormakaba, and DonorsChoose. Every migration is led by a dedicated consultant who maps your data, runs a test, and validates the final result before you decommission a single system.
We are not an automated migration tool. We are a professional services team that treats your data with the care it deserves.
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| Category | Platforms |
|---|---|
| Help Desk / CX Platforms | Freshdesk, Intercom, Kayako, Groove, Help Scout, Zoho Desk, Front, Gladly, Kustomer |
| CRM-Based Support | Salesforce Service Cloud, HubSpot Service Hub, Microsoft Dynamics |
| Legacy Platforms | Parature, Desk.com, Assistly, Uservoice |
| Zendesk to Zendesk | Instance consolidations, account merges, sandbox-to-production, multi-brand setups |
| Custom or Proprietary | In-house ticketing systems, CSV/database exports, custom-built platforms |
Don’t see your platform? Contact us — we have migrated from bespoke systems using raw database exports and have yet to find a source we cannot work with.
We start by understanding your current environment: source platform, data volume, custom fields, timeline, and any specific concerns. This call is free and carries no obligation.
We request a sample data export and review it in detail. Our consultant produces a written field mapping document showing exactly how every field in your source system maps to a Zendesk field. You review and sign off before we write a line of migration logic. This step catches 90% of the issues that derail automated migrations.
We run a full-scope test migration on a representative sample — typically 1,000–5,000 records — into your Zendesk sandbox. You review the output: field mapping accuracy, attachment integrity, custom field values, user associations. We iterate until everything looks exactly right.
Before the live run, we configure your Zendesk to receive the data — creating missing custom fields, setting up groups, validating email routing, and staging workflow configurations that need to be in place on day one.
We schedule the full migration for a low-traffic window — typically overnight or on a weekend. Your source system remains live and operational throughout.
For teams that cannot pause support, we run a delta migration after the main run — capturing any tickets, contacts, or articles created or updated in the source system during the migration window. Nothing is missed at cutover.
We perform a systematic validation check: total record counts against source exports, spot-checks on individual tickets across all date ranges, custom field verification, attachment access testing. We provide a written validation report. You sign off before we consider the migration complete.
We deliver a migration completion report and remain available for 14 days post-migration for any questions.
Read our full Compliance and Data Protection page.
| Capability | Helpando Professional Service | Automated Migration Tools |
|---|---|---|
| Field mapping accuracy | Human-reviewed, tested before live run | Auto-matched by field name — mismatches common |
| Side conversations | Fully supported | Usually not supported |
| Workflow migration (macros, triggers) | Included in scope | Not included |
| Large datasets (500K+ tickets) | Optimised strategy, tested approach | Timeouts and failures common |
| Custom or proprietary source systems | We work with any format | Only supported platforms |
| Post-migration validation | Systematic check, written report | Self-service, no consultant review |
| GDPR DPA provided | Standard for EU data | Varies — check terms carefully |
| Delta migration support | Included for live teams | Rarely available |
Straightforward migrations with clean data typically take 1–2 weeks end-to-end. Mid-complexity projects (custom fields, 100K+ tickets) usually run 2–4 weeks. Large or complex projects (500K+ tickets, multiple source systems, workflow migration) can take 4–8 weeks. We provide a specific timeline estimate in the scoping call.
No. Your existing support system remains fully operational throughout. For teams that cannot afford any gap, we run a delta migration to sync all activity during the migration window.
We run a comprehensive test migration before touching your live data, so most issues are caught before the full run. If an unexpected issue arises, your source system remains untouched — we pause, diagnose, fix, and restart.
Yes. Zendesk-to-Zendesk migrations are among our most common requests — account consolidations, multi-brand merges, sandbox-to-production promotions. We handle these with the same rigour as any other migration.
Yes. We frequently combine migration projects with full Zendesk configuration — channels, views, macros, SLAs, and integrations. See our full Zendesk services.
Yes. We offer agent and admin training bundled with migration projects. Getting your team trained on the new Zendesk environment is one of the most important steps for a successful cutover.
Every migration starts with a free 30-minute scoping call. We will review your current setup, give you an honest timeline and cost estimate, and tell you exactly what we need to get started. No commitment required.
Book a free scoping call Get a free quote info@helpando.it
Migrating from a specific platform? See our step-by-step guides, or check typical Zendesk migration costs.
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