Zendesk to Zendesk Migration is possible for companies who want to enhance their customer service provision. This is because by managing the accounts in a more befitting plan or by having just one account – an organization is able to make work easier and save money. While migrating, data relating to customers, tickets, and configurations are moved from the old platform to the newly selected platform in such a way that causes no inconvenience to the agents and the customers. It is necessary always to ensure that there is proper planning and implementation to ensure that there are no interruptions and which has a positive impact on the level of customer service that is rendered. 

Pre-Migration Preparation for Zendesk Account Migration 

  • Evaluate your present account and its setting and traffic load and use to discover potential issues and improvements to be made. 
  • It is also important to state the goals of the migration –this may be to cut on cost, increase efficiency or merging of many accounts. 
  • Make a list of all the ticketing products and product configurations that should be migrated tickets, users, organizations, groups, custom fields, among others. 
  • Data consistency and quality can be achieved by de-duplication and elimination of inaccurate, erroneous and stale data. 
  • Before selecting a Zendesk plan for your organization, you require to study the plan and determine which is more suitable for your company in terms of cost. 
  • Predict the time that will be lost as a result of migration and share this with the stakeholders. 
  • Coordinate the back-up of your data during the migration process so that your important data will not be corrupted. 
  • For the rollout of the new Zendesk environment, give training to agents and administrators on what had changed, or how things would be done differently. 
  • A trial run should be conducted in other to know the challenges that may occur in the actual migration. 
  • The other approach is to notify the customers of the migration and give them ideas what they are likely to encounter in the process. 

Migration Execution

  • Export Data: You are allowed to extract data from the current account using Zendesk export tools and such data as tickets, users, organizations, groups, and custom fields. 
  • Prepare Target Account: Set up your fresh new instance of Zendesk according to your requirements including branding, rendering processes, and other SharePlex agent integrations. 
  • Import Data: Import the analyzed data back to the new account via importing tools in Zendesk. Make sure that no data import is done in a wrong format or with some incorrect entries. 
  • Map Custom Fields and Configurations: A custom field, and trigger as well as other configurations created in the old account must be mapped to the new account. 
  • Verify Data Integrity: Once the migration is done, it's important to confirm that all migrated data is properly transferred and that the new account is working well as intended.  

Post-Migration Review

  • Verify Data Integrity: To check the successful Zendesk migration of all the data from the old Zendesk account to the new account check that tickets users, organizations, and groups have been migrated well. 
  • Test Functionality: Ensure that all the features and functionality of the new Zendesk environment is functional. 
  • Check Integrations: Check that the integration with any other software that you are using, for instance, CRM or your email software, is working as it should. 
  • Monitor Performance: New Zendesk account should be monitored with coefficients of response time, ticket closing rate, and productivity of agents. 
  • Gather Feedback: This should involve the collection of feedback from the agents, as well as customers to gain insight on any problems or opportunities that are present.