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How to Prepare for Zendesk Migration

If you decided that your current help desk solution doesn’t cut it anymore and you need to move to Zendesk then we can help. How? By helping you create a roadmap you can use to perform a seamless Zendesk migration plan. After all, a well-thought-out plan will help you secure a smooth transition, as well as iron out any potential data losses in the process. 

Also, we highly recommend that you learn about the platform all that you need, including basic stuff such as integrations and ending in data mapping. Why? These things are vital to the success of the migration process, thus it is best that you take notes now. But enough with the pre-faces, let’s dive into the migration project itself. 

Invite the Right People.

It goes without saying, your help desk of choice is used not just by you but your entire company.

Gathering the right people to the project is vital to the success of your migration plan.

Now it doesn’t mean that you need to bug everyone but rather your seniors (or equivalent if you forbid the traditional hierarchy system) as these are the people who know the different parts of your company.

Moreover, these people will know for a certain what kind of data can be neglected and what types of records you absolutely must migrate. Another reason why you should invite more people to the process is that it will allow you to delegate the work. How exactly? Well, other members (preferably of the C-Suite) of your company that spread the news about the upcoming migration. This will allow your employees to finish the tasks they have at hand much sooner. 

Last but not least, the people involved will help you verify whether all entities made the cut and whether they are representative of their original form. So, yes, all of the above will help speed up things, as well as increase the accuracy of the final result. 

Pick a Migration Method.

When it comes to migration plan, you typically have two options, namely, doing things on your own using the native implementations (option 1) and/or using a third-party solution such as ours (option 2), and finally, Ask a Zendesk representative to help you out (option 3). Each of the methods listed above possess its own set of pros and cons, just as they have their own set of requirements and time expenditures. 

Let’s briefly look at each below: 

  • Option 1. If you have a team of skilled software engineers, you can take advantage of the Zendesk API. With it, you can import and export things to your heart’s content. However, before you opt to use this method, you need to make sure that your old platform supports data exports through the API or CSV. This approach is pretty time-consuming and can cost you a penny if development is prolonged.  
Zendesk bulk or API import options
  • Option 2. If you are in a hurry and don’t have time to deal with anything, using the GrowthDot service is your best bet. Our solution will not only get the job done but will do it fast, whereas our technicians will make sure that all your data made it in one piece. The pricing is fair as you only pay for the moving entities and you don’t have to worry about anything. 
  • Option 3. One thing is certain and that is the fact that nothing is stopping you from asking Zendesk to help you out with your migration. However, do keep in mind that it will take you god knows what kind of amount of time to get you moving. 

Qualify Your Data.

Now what we mean by qualifying your data is that we mean you should decide what you need and what you don’t need in your new tool. After all, a successful migration project does not mean that you have to move every bit of data you have to the new platform. A successful migration project is when you moved only useful data. 

Nobody will make use of 10-year-old consumer buying habit data in 2020. If you found out that you have a lot of “useless” stuff in your backlog, consider ditching it as it will not only reduce the average time it would take you to move your stuff but will significantly reduce the cost it would take you to move things.

Finally, your team will thank you a bunch for removing unnecessary data as we are positive that there are cases when old stuff just really gets in the way. 

Prepare Your Records.

Similarly to what we discussed above, preparing your records is just as important as getting rid of old stuff you no longer need.

If you have a messy database that consists of both old and new data, it might be a good idea to clean it up as much as possible.

After all, you don’t want to start your new journey on the new platform with old, messy data. From our experience, many of our customers typically site the following entities as the most common data troubles: 

  • Unassigned tickets
  • Invalid emails
  • Duplicate tickets and records
  • Contacts that have no ticket history
  • Past calendar events

These are only the most common ones and chances are you have more. Pro tip would be to use the filtering capabilities of your current help desk solution to find out what you have. Now it doesn’t mean that you have to revise and refine each and every nook and cranny. Instead, we suggest that you carefully audit your stuff to a point where you feel like you would be comfortable using the records. 

Prepare Zendesk.

As with any tool, preparing the environment is just as important as cleaning-up your old records. In our case, you must log in to your Zendesk account (in case you have many, pick the one you will be migrating to) and perform the following steps: 

  • If you use custom fields, be sure to recreate them in Zendesk;
Zendesk custom ticket fields
  • Invite your staff to the platform and create agent profiles;
Zendesk create agents
  • Recreate all the macro sets and canned responses you will want to use in the future;
Zendesk create macros
  • Be sure to turn off all triggers, notifications, and automations before doing any migration as it might result in a lot of issues during both the test and full migrations; 
Zendesk turn off triggers and automation

Settle on A Cut-off Date.

And the last part of our guide is about setting the cut-off date. Now, this might seem like nothing special but in reality, it is one of (if not the) the most important aspects of a successful migration project. Knowing when to “call it quits” will have a direct impact on both your customers and your agents.

Both parties should be aware of the upcoming changes in customer service. As soon as you are ready to move your old data to the Zendesk platform, all of your staff should immediately start working in the new system. Failing to do so will result in a case where new data is being introduced in the old system. What this means is that your new system will not be up-to-date, which can cause a lot of headaches in the future. 

Settling on a firm cut-off date will allow you to avoid such issues. It will also allow you to deliver a more holistic service, something that is in high regard by many consumers. So, audit all the sources and communication points so that you don’t end up migrating again. 

Final Notes

Migration can be a challenging project to undertake. Not all companies are able to handle such a transition smoothly, hence why it is important to ensure that your plan covers every aspect of the process. We hope that our guide to Zendesk migration plan managed to shed some light and help you out but in the meantime, that’s all we have for today. If you have some questions in regards to migration, our GrowthDot technicians are just a tap away. Just drop us a message or click on the chat icon in the lower right corner and you’ll be talking and discussing your migration in time!

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