What the Zendesk import brings over

Updated Nov 9, 2026

Imported

Account setup: brands and support addresses, groups, custom roles, ticket fields, user and organization fields, ticket forms with conditions, custom statuses, schedules and holidays, SLA policies.
People: agents, light agents and admins, end users with their emails and phones, organizations.
Rules: triggers and their categories, automations, macros and views, shared and personal. A personal macro or view keeps its owner.
Tickets: every ticket with its comments, attachments, events, CCs, followers, tags, fields, satisfaction ratings and time spent. A Zendesk Talk call recording is copied as an attachment of its voice comment.
Help centre: categories, sections and articles with their translations.
Custom objects (Pro and above): the object, its fields and every record, with user, organization, ticket and record lookups pointed at the imported records.
Webhooks.

Ticket numbers: an imported ticket keeps its Zendesk id, so links and references still work.
Help centre links: imported articles keep their Zendesk ids, and your help centre redirects the old Zendesk paths (including locales such as en-us) to the new ones.
Placeholders and conditions: rules use the same names, so most work unchanged.

Rules that use something ChaosDesk can't map. They come over inactive and are listed in the report.
Legacy targets: the rule imports, but the action shows as Notify target (legacy, inactive) and sends nothing. Replace it with a webhook.
Zendesk apps and marketplace integrations. Look for ChaosDesk apps, or call the Zendesk-compatible API.
Answer bots and Flow Builder flows. Rebuild them as answer flows.
Gather community posts and legacy Sunshine objects. They are counted in the report so nothing goes missing silently, but they are not imported.
Secrets such as the messaging JWT secret: always create new ones.

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