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.
What happens to Freshservice tickets assigned to agents who have left the team or don't have an account in Zendesk?
They still come across. Before the migration runs, you decide where they go: to a fallback owner you choose, or left unassigned where Zendesk allows it. Either way, each ticket can get a tag with the original agent's name, for example Assigned_to_Jane, so your team can still see and filter who handled it and reassign them later.
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 Freshservice 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 Freshservice", 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.
We use a lot of custom fields in Freshservice. 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 Freshservice 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.
Will our Freshservice ticket formatting, including HTML content, carry over to Zendesk?
Yes. The migration script converts ticket content, including HTML, into the format Zendesk expects, and our verification checks compare migrated tickets with the originals, including how the HTML renders. The sample migration lets you compare migrated tickets side by side with the originals before the full run, and if anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.
Do you migrate Freshservice changes, problems and tasks to Zendesk as well as tickets?
Yes, where both platforms support them. Changes, problems and tasks can be migrated along with their notes, attachments and approvals, not just your tickets.
Can you migrate our Freshservice CMDB and asset records to Zendesk along with our tickets?
Yes. Asset and CMDB records can be part of the same migration as your tickets, along with your knowledge base articles, wherever the APIs of both platforms support them. We confirm in the migration checklist which asset types come across and where each one maps in Zendesk, and you check them in the sample migration before the full run.
Superhuman Docs (Coda)
Claude, 
ChatGPT or 
Cursor. Describe the move in plain English; the agent runs it.
Notion
Slab
ConfluenceSoon
Google DocsSoon
