Fra Dixa
til Zendesk
Samtaler, køer og telefoni flyttet med den nordiske virkelighed for øje
A platform built around the conversation – and a switch that is really about routing
Dixa has a clear strength: the conversation is the centre of gravity, telephony is built in from the start, and the setup is quick to get going. That suits teams who live on direct dialogue.
The companies that contact us about switching usually do so for three reasons: they need deeper self-service and AI, they need more advanced reporting, or they are growing into a complexity of brands, countries and systems that calls for a larger integration ecosystem.
A Dixa migration isn't hard in terms of data. The heavy part is telephony and routing – because that is where your day-to-day actually lives.
Why do people leave Dixa?
The patterns we see
Self-service has to do more
Zendesk Guide with multiple brands, languages, AI search and article suggestions in the agent's ticket is a different level of self-service than a simple knowledge base.
Reporting across the board
When you need to measure across channels, brands, countries and teams over time, you need reporting you can keep building on without exporting to spreadsheets.
Integrations and ecosystem
Zendesk's marketplace and API maturity make it easier to connect ERP, e-commerce, logistics and the systems that surround support.
AI in production, not in demo
AI agents, intelligent triage, summarisation and reply suggestions need to be trained, measured and adjusted over time – not just switched on.
What can be migrated?
How Dixa objects translate into Zendesk
Conversations across channels
Tickets
Email, chat and call logs become tickets with full history.
End users and contact endpoints
Users with emails and phone numbers
Multiple contact points per user move across so identification keeps working.
Queues
Groups, views and omnichannel routing
This is where the main work sits. Dixa's realtime queues have to be deliberately translated into Zendesk's routing model.
Tags and custom attributes
Tags and fields
A good time to clean up tags that grew organically over the years.
Knowledge base
Guide / Help Center
Articles move with structure and language versions.
Telephony and IVR flows
Zendesk Talk or an integrated voice solution
Numbers can be ported, or you keep your provider and integrate. Decide early.
How a migration works
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 causes trouble
What needs the most planning
Telephony and number porting
Porting takes time at the carrier and cannot be rushed in the final week. Start that track first in the project, not last.
Routing thinks differently
Dixa distributes in realtime based on presence. Zendesk uses groups, views, skills and capacity. It is a different model – not a worse one, but it has to be designed, not copied.
The agents' day changes
Going from a conversation view to a ticket view is noticeable for agents. Set aside time for training and for adjusting views in the first weeks after go-live.
Integrations built for Dixa
If you have custom integrations against Dixa's API, they have to be rebuilt. Map them early – they are almost always underestimated.
Why migrate with Available?
We have moved customer service departments between systems long enough to know that data is rarely what derails a project. It is the decisions nobody made along the way: who owns the customer, what should we stop doing, what do we do with the 400 macros nobody uses.
So we spend as much time on your processes and your team as on the move itself. A migration is the best opportunity you will get to clean up – and the worst one to waste copying old mess into a new system.
Connecting cables and hearts.
Frequently asked questions
Explore more
Related pages that can take you further
Considering a move from Dixa?
We know both worlds and help translate your queues, routing and telephony into a Zendesk setup that holds up in daily operation.
Contact usSee all migrations to Zendesk