Importing from Zendesk

# Importing from Zendesk Deskwoot makes it easy to migrate your entire support history from Zendesk. The import brings over your tickets, contacts, organizations, agents, macros, automation rules, views, and help center articles. ## What gets imported - **Tickets** become Conversations (with full message history and attachments) - **Contacts/End-users** become Contacts (with email, phone, custom fields) - **Organizations** are preserved - **Groups** become Teams - **Macros** become Canned Responses - **Triggers** become Automation Rules - **Views** become Saved Filters - **Help Center articles** are imported into your Deskwoot Help Center - **Custom ticket fields** become Custom Attributes - **CSAT ratings** are preserved on conversations ## What does NOT get imported - Zendesk internal AI/ML data (intent detection, sentiment analysis, language detection) - Zendesk system tags (ar_suggest_*, intent__*, zendesk_*, etc.) - Zendesk AI agent/bot configurations ## How to import 1. Go to **Settings > Import / Migration** 2. Select **Zendesk** 3. Enter your Zendesk subdomain (e.g. `yourcompany` from yourcompany.zendesk.com) 4. Enter your admin email address 5. Enter your Zendesk API token (found in Admin > Channels > API) 6. Click **Start Import** The import runs in the background. You can track progress on the import page. Depending on the size of your Zendesk account, it may take a few minutes to complete. ## After the import - All imported conversations are assigned to your default email inbox so you can reply to customers right away - Review your Saved Filters and Automation Rules to make sure they work as expected - Custom Attributes will show the display names from Zendesk (e.g. "Order Number" instead of raw field IDs) ## Troubleshooting - **API token not working?** Make sure token access is enabled in Zendesk Admin > Channels > API - **Missing data?** Check the import job details for any errors - **Duplicate data?** If you need to re-import, contact support to clean up the previous import first