1. What data can be migrated from Zendesk to Salesforce?

Almost everything can be migrated: tickets, comments, users, organizations, attachments, tags, groups, agents, satisfaction scores, and audit logs. But each object may need mapping because Salesforce structures data differently.

2. Will all ticket history, including comments, be preserved?
Yes, but comments become Case Feed items in Salesforce. Internal vs. public comments map separately. Legacy timestamps can be preserved but require careful handling.

3. Can we migrate ticket IDs and maintain original ticket references?
Yes. Original Zendesk IDs can be stored in a custom field in Salesforce, but Salesforce Case Numbers cannot be overwritten. This is common for syncing with old reports or systems.

4. What happens to macros, triggers, and automations from Zendesk?
They cannot be migrated directly. They must be rebuilt manually using Salesforce Flows, Omni-Channel, Assignment Rules, and other automation tools.

5. Can Zendesk attachments be migrated?
Yes, but they must be downloaded via API and uploaded into Salesforce Files. This can increase migration time because of file size limits and API rate limits.

6. How long does a typical Zendesk to Salesforce migration take?
Most mid-size migrations take 4–8 weeks, depending on data volume, automation rebuilds, and help center recreation.

7. Will there be downtime during migration?
Usually no. A final cutover might require a short read-only period while a delta load happens.

8. Can we migrate user roles and permissions?
Not directly. Salesforce roles, profiles, and permission sets must be set up manually. Zendesk agent roles map only conceptuall