Top FAQs for Zendesk to Salesforce Migration
Based on real data migration projects
Introduction
Here are the most common and important FAQs customers ask when migrating from Zendesk to Salesforce (Service Cloud). These are based on real migration projects and concerns that come up during discovery, scoping, and execution.
FAQs
General FAQs
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. 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.
3. Can we just update the Contact and Account instead of creating new and map with Zendesk Ticket?
Yes, this is possible.
4. 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.
5. 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.
6. Will there be downtime during migration?
Usually no. A final cutover might require a short read-only period while a delta load happens.
7. 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 conceptually.
8. How can we keep Jira issues linked with Tickets in Salesforce Cases as well?
The Jira connector you may be using still must support Salesforce and then can do record mapping. Most of the jira connector supports this as standard feature. If you are using our SyncSource – Jira connector then we do this mapping free of cost.
Ticket Related Data Migration FAQs
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: How do we handle Zendesk SLAs in Salesforce?
Zendesk SLAs cannot be migrated automatically. SLAs must be recreated using Salesforce Milestones and Entitlements.
5. Can we migrate Custom Field of Zendesk Ticket to Salesforce Case?
Yes, we can do that easily.
6. Can we migrate Voice Calls and Notes from Zendesk to Salesforce?
Yes, it’s completely possible.
Knowledge Migration FAQs
1. Can we migrate Knowledge and maintain the reference of knowledge to another in Salesforce?
Yes, we can do it.
2. Can we migrate a video that is not hosted in Youtube or Vimeo as Salesforce Knowledge only supports these two platforms?
Yes, we can host any third party video provider and will work without any problem in Salesforce.
3. How much time it takes to move around <= 1k Articles?
It just takes around 2-3 days if credential are arranged on time.
4. Will images migrated from Zendesk to Salesforce?
- Images hosted in Zendesk will be moved in Salesforce Document or file.
- Images hosted on other places will be still used in Salesforce as previously.
5. Can Zendesk Article 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.