Migration
Zendesk to Zoho Desk migration guide
By Harikrishnan, Founder & Chief Zoho Consultant, Flowpeak · 10+ years in Zoho · Published · Last updated
To move from Zendesk to Zoho Desk, migrate users, organisations, contacts, tickets with comments and attachments, and help centre articles, then rebuild macros, triggers, SLAs and channels in Zoho Desk and switch email forwarding at cut-over. With Flowpeak it starts from USD 590 (₹55,000, £460, €520, AED 2,150) and takes two to four weeks.
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Support teams move from Zendesk to Zoho Desk mainly for cost and for its link with Zoho CRM, so agents see the full customer picture. The migration is mostly about keeping ticket history intact and switching channels without missing emails.
Mapping
| Zendesk | Zoho Desk | Notes |
|---|---|---|
| Users (agents) | Agents | Create first; set roles and profiles |
| Groups | Departments or teams | Decide on department structure early |
| Organizations | Accounts | Shared with Zoho CRM if connected |
| End users | Contacts | |
| Tickets | Tickets | Status, priority, tags, custom fields |
| Comments and attachments | Ticket threads and attachments | Public and private notes kept |
| Help Center articles | Knowledge Base articles | Categories and sections recreated |
| Macros | Macros / snippets | |
| Triggers and automations | Workflows and assignment rules | |
| SLA policies | SLAs | Business hours recreated |
Channel cut-over
- Set up support email addresses in Zoho Desk and test them
- Switch email forwarding from Zendesk to Zoho Desk at a quiet time
- Move web forms, chat widget (Zoho SalesIQ) and social channels
- Update the help centre link on your website
- Keep Zendesk read-only for a short period for reference
Steps
- Audit ticket volume and decide how far back to migrate
- Create agents, departments, fields and SLAs in Zoho Desk
- Test migration of a sample of tickets with attachments
- Full migration, then delta migration at cut-over
- Rebuild macros, workflows and reports
- Train agents on the new views
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- Fixed price in writing
- Paid by milestone
- 30 days of free fixes after go-live
- Registered Zoho partner
Frequently asked questions
How much does a Zendesk to Zoho Desk migration cost?
With Flowpeak, from USD 590 (₹55,000, £460, €520, C$810, A$890, AED 2,150, SAR 2,200).
Will ticket history move?
Yes, including comments, private notes and attachments.
Can help centre articles move?
Yes, into the Zoho Desk knowledge base.
Will we miss emails during the switch?
Not if forwarding is switched after testing and a delta migration runs at cut-over.
Do triggers and macros transfer?
They are rebuilt in Zoho Desk as workflows, assignment rules and macros.
How long does it take?
Two to four weeks for most teams.
Can Zoho Desk connect to Zoho CRM?
Yes. Agents then see deals and customer history beside tickets.
Do you migrate Freshdesk too?
Yes, at the same starting price.
Related
- Zendesk to Zoho Desk migration pricing
- Zoho Desk vs Zendesk
- Zoho Desk implementation
- Freshdesk to Zoho Desk migration