Admin Guide

Helpdesk Data Importer: Zendesk


If you have been using another helpdesk solution to manage ticketing and customer support, Deskpro comes with a Helpdesk Importer Tool to help you import data from other sources.

At the moment, these sources include Kayako and Zendesk, but we plan on expanding these to include other popular helpdesks and ticketing systems. This is a guide for how to import data from Zendesk.

The importer app exists within Deskpro itself, and can be accessed under Admin > Apps > Importer.

The helpdesk data importer imports the following helpdesk items when migrating from Zendesk:

  • Organizations

  • Agents (Staff)

  • Users

  • Tickets

  • Ticket Messages

  • Ticket Message Attachments

  • Ticket (Agent) Notes

  • Help Center (Categories & Articles)

How to import from Zendesk

Find the importer within Admin > Apps > Importer, and choose Zendesk as the source you want to import data from, and click ‘Next.’

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Input the relevant helpdesk account details. These include:

Domain: the domain in which your Zendesk helpdesk is registered.

Admin Username: The username or email credentials you use to log in to your Zendesk account.

Admin Token: A string of characters you must generate in Zendesk in order to validate the import. You can do this by following these instructions.

Start Time: The date from which you want to populate Deskpro with Zendesk data. For example, if you choose 28/05/2017 as the Start Time, Deskpro would import data created in Zendesk from that date, and not before.

Ticket Brand Custom Field: You can use this field to determine the specific brand within your helpdesk that you’d like to import data from. If you’d like to import all data regardless of brand, you can leave this field blank.

Once you have entered and validated your credentials by pressing ‘Test,’ start the import process by pressing ‘Next.’

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The process will begin automatically, and you will be able to see the status and progress of the import. This also includes a list of individual helpdesk data being imported.

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After the import is complete, the application will simply let you know.

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After the import process is complete, you will be able to find all the helpdesk content items in Deskpro - ready for you to manage.

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