Zendesk to Salesforce Service Cloud Migration

When migrating tickets and comments from Zendesk to Salesforce, several important considerations exist to ensure a successful Zendesk to Salesforce data migration. Here are some key points to keep in mind:

• Description in Zendesk may have images and rich content but in Salesforce you can not have images as it’s plain text area, so communicate this limit or create a custom rich text area field for the same.
• Data Mapping & Object Setup: New fields on Case + Record Types, New picklist values in Status, Priority etc.
• Audit Fields
  • It’s very important to migrate audit fields – CreatedDate, LastModifiedDate, CreatedById, LastModifiedById and CloseDate. In order to do to that, you should have permission on user/profile as explained here: Considerations and activation of “Create Audit Fields”
  • You may face issue while moving audit fields (CreatedDate, LastModifiedDate, CreatedById, LastModifiedById), so keep these values in custom fields as well if needed.
• Zendesk comment migration
  • Case Comment in Salesforce is very limited. Comment in Zendesk, supports rich text, may have inline images. So, consider to move the images into content version/document and replace the image link in plain text Case Comment.
  • Feed Post can be used for the same which is pretty powerful and supports rich content.
• Jira Issues and Custom Field Migration:
  • We can migrate Jira Issue numbers in any Case field by making additional api call: Jira Integration API | Zendesk Developer Docs
  • Custom fields are returned as custom_fields in json response for a ticket, so get it and map with Salesforce field accordingly:

  • 
        "custom_fields": [
          {
            "id": 27642,
            "value": "745"
          },
          {
            "id": 27648,
            "value": "yes"
          }
        ]
      

• Attachments, Voice Calls and Media
  • Consider how attachments and media associated with tickets and comments will be handled during the migration. Determine if attachments will be transferred along with the ticket data, and ensure that the target system supports the storage and display of attachments and media files.