Will the original assignees, message authors and created dates be preserved?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Zendesk. Where Zendesk cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If the new system can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Zendesk, review sample records from it and propose how it can be represented, based on what Zendesk supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
Will the migration set off automations or send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in Zendesk will send messages about the migrated data: we import with notifications switched off wherever Zendesk allows it, and either pause any automation that could send them for the migration window or give it a condition, such as a suppression tag, that skips migrated records, which lets your live automations keep running for new records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Can you migrate data that Zendesk can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through Zendesk's user interface where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
What happens if Zendesk requires fields our Dixa data doesn't have?
We check the destination for required fields your source data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Zendesk lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
How will we tell migrated records apart from the ones already in Zendesk?
We can mark every migrated record in Zendesk, for example with a custom checkbox field such as "Migrated from Dixa", so your team can tell migrated data apart from records created there. We agree the marker with you during scoping so it fits how your team uses Zendesk.
Do internal notes and system-generated notes from Dixa migrate to Zendesk, or only customer-facing replies?
Internal notes can come across, and so can system-generated notes where Dixa's API makes them available. During scoping you choose which notes to include, so Zendesk holds the history your team will actually use.
We use a lot of custom fields in Dixa. Can you map them to Zendesk?
Where Zendesk has a place for them, yes. Each migration is a custom script written for your project, so your custom fields and structure are mapped to Zendesk's model rather than forced through an import template. Where field types differ, such as a value stored as text in Dixa that Zendesk needs as a number, the script converts it. We agree the mapping with you and prove it on a sample migration before the full run.
Can you combine data from Dixa and other support tools into one Zendesk account?
Yes. Each tool's data is extracted separately and written into the same Zendesk account. How records from the different tools fit together is settled in the data mapping before the build. The sample migration includes data from every source, so you can check the combined result before the full run.
Do you migrate Dixa live chat, SMS and messaging conversations, such as WhatsApp, to Zendesk, and do they keep their original channel?
Yes. Chat conversations and messages from channels such as WhatsApp or Instagram are migrated as tickets alongside your email history, where Dixa makes them available through its API or an export. Zendesk may not let imported tickets keep every original channel: some platforms take most imported tickets in through a general API channel instead. So we keep the original channel wherever Zendesk allows it, and can tag each ticket with its original one, such as chat, SMS or WhatsApp, so your team can still find and filter them. If an export leaves out the message content for some channels, we tell you and agree another way to retrieve it.
If we have Facebook and Instagram comments in Dixa, will they keep the right author and show where they came from in Zendesk?
Yes, as far as Dixa records it. Each message is attributed to the author Dixa's API reports, and messages from your team show under the right agent as long as that agent's account exists in Zendesk before the tickets are migrated; otherwise they fall back to the default agent. We also carry over the message source in as much detail as the API provides, for example telling comments on Instagram posts apart from comments on Instagram ads.
What happens to a conversation in Dixa that mixes email and chat messages if Zendesk keeps those channels separate?
We agree the approach with you during scoping. One option is to split the conversation into a ticket for each channel, each carrying the same subject, tags and other details, so the two are easy to find together on the same customer. If you'd rather have a single thread, we confirm during scoping whether Zendesk can hold it that way, and you check the result in the sample migration.
If we use a chatbot in Dixa, do you migrate it and its conversation flows to Zendesk, or only the conversations it handled?
We migrate the conversations it handled, not the chatbot itself. Every chat conversation the bot took part in comes across with your ticket history, while the chatbot's own setup isn't migrated as data and is set up again in Zendesk where it offers one. Workflows and automation rules are a separate item, and the ones you have today can be recreated in Zendesk as agreed during scoping.
Superhuman Docs (Coda)
Claude, 
ChatGPT or 
Cursor. Describe the move in plain English; the agent runs it.
Notion
Slab
ConfluenceSoon
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