Will the original assignees, message authors and created dates be preserved when the instances are merged?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in the instance you are keeping. Where one of them cannot be set natively on the migrated record, it is kept as embedded metadata on that record.
Do tags and macros migrate along with tickets, or only the tickets themselves?
Both can come across. Tags on your tickets carry over as part of the ticket data, in the sample migration and the full one. Macros can be migrated as well. You decide the scope with us, so either one can also be left behind.
What happens to tickets in the other Zendesk account assigned to agents who have left or don't have an account in the one we are keeping?
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 consolidating our Zendesk instances 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 the instance you are consolidating into will send messages about the migrated data: we import with notifications switched off wherever Zendesk allows it, and pause any automation that could send them or give it a condition that skips migrated 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 if the instance we're consolidating into requires fields our other Zendesk instance doesn't fill?
We check the instance you are consolidating into for required fields the incoming 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 that instance lets the 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 our Zendesk instance?
We can mark every migrated record in the instance you are consolidating into, for example with a custom checkbox field that names the instance it came from, 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 that instance.
We use a lot of custom fields in both Zendesk instances. Can you map them across?
Yes. Each migration is a custom script written for your project, so custom fields in the instance being merged in are mapped to the fields in the instance you are consolidating into. Where the same field has a different type in each instance, such as text in one and a number in the other, the script converts it. We agree the mapping with you and prove it on a sample migration before the full run.
One of our Zendesk accounts is closing soon. Can you work from its JSON export instead of the live account?
Yes. We can migrate from Zendesk's admin JSON export, so that account doesn't need to stay open for the whole move. We download the attachments on ticket comments before the account closes and upload them with the tickets they belong to.
Can you bring our Zendesk Talk call recordings across when we merge our Zendesk accounts?
Yes. Call recordings attached to your Zendesk tickets are exported through the Zendesk API and moved with the tickets they belong to. We agree with you in the data mapping how they will appear in your main account, and you check them in the sample migration before the full run.
Will our ticket formatting carry over when we merge Zendesk accounts?
Ticket content goes into the account you are keeping in the format Zendesk already uses, and the sample migration lets you compare migrated tickets side by side with the originals before the full run. 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 changes, problems and tasks as well as tickets when we merge Zendesk instances?
Yes, where Zendesk supports them. Changes, problems and tasks can be migrated along with their notes, attachments and approvals, not just your tickets.
Can you migrate CMDB and asset records along with tickets when we merge Zendesk instances?
Yes. Asset and CMDB records can be part of the same migration as your tickets, along with your knowledge base articles, wherever Zendesk's API supports them. We confirm in the migration checklist which asset types come across and where each one maps in the instance you keep, 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
