Migrering
til Zendesk
Fra delt indbakke, helpdesk eller CRM – uden datatab og uden kaos
Changing systems isn't a data problem
Most people think a migration is about moving tickets from one system to another. That is the easy part. The hard part is everything else: who owns the customer, which processes come along, what should we stop doing, and how do you get a team of 12 people to work differently from one Monday morning.
We have moved customer service out of shared inboxes, out of other helpdesk systems and out of large CRM platforms. The pattern is the same every time: the data can almost always be moved. What decides whether the project succeeds are the decisions made along the way – and whether someone dares to say that half of the old setup shouldn't come along.
Connecting cables and hearts.
What are you moving from?
We have experience with the systems Nordic customer service teams typically come from
From Outlook to Zendesk
A shared Outlook inbox moved to real tickets with owner, status and SLA
From Freshdesk
Tickets, contacts, solutions and Dispatch'r rules moved without data loss
From Salesforce Service Cloud
Cases and knowledge into Zendesk – with Salesforce kept as the CRM
From HubSpot Service Hub
Tickets and knowledge base into Zendesk – HubSpot stays for sales and marketing
From Intercom
Conversations, contacts and articles moved – without losing the chat experience
From Dixa
Conversations, queues and telephony – with number porting and routing handled
From Jira Service Management
External support into Zendesk – Jira kept for internal IT and engineering
From Gmail and Google Workspace
A shared support@ in Google Workspace moved to real tickets and SLAs
Your system not on the list?
We have migrated from Zoho Desk, Front, Trengo, Puzzel, home-built systems and quite a few spreadsheets. Get in touch – we will take a look.
What can you bring along?
The short answer: most of it. The honest answer: not all of it should come
- Tickets with comments, attachments and timestamps
- Customers, companies and their contact data
- Knowledge base and help centre articles, including language versions
- Tags, fields and the data you report on
- The standard replies that are actually used
- Agents, groups and permission structure
- Automations and rules – the logic translates, the structure doesn't
- SLA models, if they have grown more complex than anyone can explain
- Reports and dashboards, which have to be recreated in Explore
- Coded logic and custom integrations against the old system's API
- Category structures that grew organically for years
- The 400 macros nobody has touched since 2021
How a migration project runs
Five phases where you know exactly what happens when
Mapping
We review your current setup: channels, volume, workflows, integrations and the habits that aren't written down anywhere.
Designing the Zendesk setup
We design fields, forms, groups, SLAs and automations around your processes – not around a standard template.
Test migration
We move a subset of the data first so you can see and approve the result before we touch production.
Full migration and go-live
We run the full move, switch the channels over and are on hand the day you go live.
Training and adjustment
The team is trained before go-live, and we adjust views, macros and rules in the weeks after, once daily use shows what is missing.
What usually goes wrong
Five mistakes we have seen often enough to predict
Copying the old setup
If you rebuild the old system inside Zendesk, you get the same problems in a more expensive tool. A migration is the best chance you get to clean up.
Email setup left too late
SPF, DKIM, DMARC and sending domain need to be in place early. Leave it to the final week and your replies land in customers' spam filters.
Nobody owns the project internally
We can build and migrate, but decisions about process and priorities have to be made on your side. Without an internal decision maker the project drags.
Insisting on all the history
It is expensive and rarely necessary. Most teams touch under 5% of tickets older than two years. Set a cut-off and leave the old system as an archive.
Training gets cut
The best setup fails if the team isn't comfortable with it. Training before go-live and adjustment the week after aren't extras – they are part of the project.
Time, cost and what you need to bring
A simple migration from a shared inbox can be live in two to five weeks. A move from another helpdesk system typically takes four to eight weeks. Coming from a large CRM platform with integrations, several brands and countries, expect two to four months.
Cost depends on data volume, number of integrations and how much gets rebuilt along the way. We always give a fixed quote after an initial review so you know what you are signing up for – and we say no if we don't think a switch pays off for you right now.
From your side it takes time. Typically a decision maker, someone who knows the processes in depth, and access to the systems that need connecting. Not full time, but not nothing either.
Frequently asked questions
Explore more
Related pages that can take you further
Considering a move to Zendesk?
Let's talk about what a migration would take for you – and whether now is even the right time. No strings attached.
Contact us