What comes over when you import a Zendesk account
A walk through everything the ChaosDesk importer copies from Zendesk, in what order, and how it handles the things that do not map one to one.
“Can we keep our history?” is the first question every team asks. With ChaosDesk the answer is yes, all of it. Here is what the importer brings over and how.
In dependency order
The importer runs in the order records depend on each other, and every step can be repeated: a second run updates records, it never duplicates them.
- Brands and support addresses, with each address’s default group and form.
- Groups, private ones included, and their memberships.
- Custom roles, mapped to ChaosDesk permissions.
- Users and identities, then organizations with their domains, then user and organization fields.
- Ticket fields, including drop-downs with nested
::options, then ticket forms with their conditions. - Business schedules, holidays and SLA policies.
- Rules: triggers with their categories and positions, automations, macros and views, personal ones included.
- Webhooks, each imported active, inactive or skipped according to a policy you choose.
- Tickets, with comments, attachments, tags, CCs, followers and custom fields.
- CSAT ratings and the help centre, for every brand and language.
Your ticket numbers stay
The Zendesk ticket id becomes the ChaosDesk ticket number. New tickets start above the highest imported id, so “ticket 48213” means the same ticket before and after.
History, replayed quietly
Each ticket’s audits are replayed with their original time and actor. That keeps reports and SLA history meaningful. The replay fires no triggers, notifications, webhooks or SLA side effects: customers hear nothing.
When something does not map
Some rules use a condition or action that has no ChaosDesk equivalent yet. Those rules are imported inactive and listed in the unmapped-rule report. Nothing is dropped silently. Rules that call a skipped webhook are handled the same way.
Bot conversations that no agent touched are imported as closed history, tagged bot_log, so they never appear in a queue or count against an SLA.
Old links keep working
Imported help-centre articles answer on their old Zendesk paths. Links in macros, emails and search results still land on the right article.
Run it as often as you like
The importer streams in batches, respects Zendesk’s rate limits, and stores its progress, so a long import can pause and resume. Delta imports keep ChaosDesk in step during the parallel run.
See the whole switching process.
Zendesk is a trademark of Zendesk, Inc. ChaosDesk is not affiliated with Zendesk.
