Zendesk Migration Checklist & Planning Guide

Your Complete Roadmap to Successful Zendesk Migration

Ensure a flawless Zendesk migration with our comprehensive 50-point checklist used in 100+ successful enterprise migrations. Minimize risk, prevent data loss, and maintain business continuity.

Pre-Migration Planning Phase

✅ Business Requirements Assessment

• Current System Audit - Document existing platform capabilities
• Stakeholder Interviews - Gather requirements from all departments
• User Permission Mapping - Identify roles and access levels
• Integration Inventory - List all connected systems and APIs
• Custom Field Documentation - Catalog all custom data fields
• Workflow Analysis - Document current automation and processes
• Reporting Requirements - Identify essential reports and metrics
• Compliance Needs - GDPR, SOX, HIPAA considerations

✅ Technical Preparation

• Data Volume Assessment - Count tickets, users, articles
• API Rate Limit Planning - Understand migration bandwidth
• Backup Creation - Full export of current system data
• Test Environment Setup - Zendesk sandbox configuration
• Migration Tool Selection - ETL tools and custom scripts
• Connectivity Testing - API access verification
• Security Review - Data protection measures
• Timeline Development - Realistic migration schedule

Data Migration Checklist

✅ User Data Migration

• User Accounts - Customer and agent profiles
• User Roles & Permissions - Access level replication
• Organization Mapping - Company structure transfer
• Contact Information - Email, phone, address data
• User Tags & Notes - Custom user classifications
• Authentication Settings - SSO and login configurations
• User Groups - Team and department structures
• Language Preferences - Multi-language user settings

✅ Ticket Data Migration

• Ticket History - Complete conversation threads
• Ticket Metadata - Priority, status, timestamps
• Attachments - Files and document preservation
• Custom Field Values - All custom data retention
• Ticket Tags - Classification and labeling
• Satisfaction Ratings - CSAT and feedback data
• Ticket Relationships - Linked and merged tickets
• Escalation History - Management involvement tracking

✅ Knowledge Base Migration

• Article Content - All documentation and guides
• Article Categories - Section and topic organization
• Article Permissions - Access control settings
• Article Translations - Multi-language content
• Article Analytics - View counts and ratings
• Media Files - Images, videos, attachments
• Article Comments - User feedback and discussions
• Search Synonyms - Custom search configurations

Configuration Migration

✅ System Configuration

• Business Rules - Triggers and automations
• Macros - Predefined responses and actions
• Views & Filters - Agent workspace customization
• SLA Policies - Service level agreements
• Email Templates - Automated communication formats
• Ticket Forms - Custom data collection forms
• Brand Settings - Multi-brand configurations
• Channel Configurations - Email, chat, social settings

✅ Integration Migration

• CRM Integrations - Salesforce, HubSpot connections
• Communication Tools - Slack, Teams integrations
• Development Tools - Jira, GitHub connections
• Analytics Platforms - Google Analytics, custom reporting
• Payment Systems - Stripe, PayPal integrations
• Identity Providers - SSO and authentication systems
• Third-Party Apps - Marketplace applications
• Webhook Configurations - Real-time data synchronization

Testing & Validation Phase

✅ Data Integrity Testing

• User Account Verification - All users migrated correctly
• Ticket Data Validation - Complete conversation preservation
• Attachment Testing - File accessibility verification
• Custom Field Accuracy - Data type and value validation
• Permission Testing - Role-based access verification
• Search Functionality - Knowledge base findability
• Workflow Testing - Automation rule verification
• Integration Testing - Third-party system connectivity

✅ Performance Testing

• Load Testing - System capacity under normal usage
• Response Time Verification - Page load and search speed
• Concurrent User Testing - Multi-user performance
• API Performance - Integration response times
• Mobile Responsiveness - Cross-device functionality
• Email Delivery Testing - Notification system verification
• Backup & Recovery - Data protection procedures
• Scalability Assessment - Future growth considerations

Go-Live Preparation

✅ Team Preparation

• Agent Training Schedule - Zendesk familiarization sessions
• Admin Training - System management capabilities
• Change Management Plan - User adoption strategy
• Support Documentation - New process guides
• Emergency Contacts - Migration support team details
• Rollback Procedures - Contingency planning
• Communication Plan - Customer and stakeholder updates
• Go-Live Timeline - Detailed cutover schedule

✅ Technical Preparation

• DNS Configuration - Email routing setup
• SSL Certificates - Security certificate installation
• Email Authentication - SPF, DKIM, DMARC setup
• Monitoring Setup - Performance tracking systems
• Backup Verification - Final data backup
• Network Configuration - Firewall and security settings
• API Key Management - Secure credential storage
• Domain Verification - Custom domain setup

Post-Migration Validation

✅ Immediate Verification (First 24 Hours)

• User Login Testing - All accounts accessible
• Email Flow Verification - Notifications working
• Ticket Creation - New ticket functionality
• Search Performance - Knowledge base accessibility
• Mobile App Testing - Cross-platform functionality
• Integration Health Check - Third-party connections
• Performance Monitoring - System response times
• User Feedback Collection - Initial user experience

✅ Extended Validation (First Week)

• Workflow Verification - Automation rule execution
• Reporting Accuracy - Metrics and analytics validation
• Data Completeness - Comprehensive data audit
• User Adoption Tracking - Training effectiveness
• Performance Optimization - System tuning
• Issue Resolution - Bug fixes and adjustments
• Documentation Updates - Process refinement
• Stakeholder Sign-off - Migration approval

Common Migration Pitfalls to Avoid

❌ Data Loss Risks

• Incomplete backup procedures
• Custom field mapping errors
• Attachment transfer failures
• User permission misconfigurations

❌ Performance Issues

• Inadequate capacity planning
• Poor integration optimization
• Insufficient testing
• Overloaded migration timeline

❌ User Adoption Problems

• Insufficient training
• Poor change management
• Inadequate documentation
• Limited support during transition

Migration Timeline Template

Phase 1: Planning (Weeks 1-2)

• Requirements gathering
• Technical assessment
• Team preparation
• Tool selection

Phase 2: Setup & Testing (Weeks 3-4)

• Environment configuration
• Data migration testing
• Integration setup
• Performance validation

Phase 3: Go-Live (Week 5)

• Final data migration
• System cutover
• User training
• Support monitoring

Phase 4: Optimization (Week 6+)

• Performance tuning
• User feedback integration
• Process refinement
• Ongoing support

Professional Migration Support

Migration Packages

Essential Migration (£3,500)

• 50-point checklist execution
• Basic data migration
• Standard testing protocol
• 2 weeks implementation

Professional Migration (£6,500)

• Complete checklist coverage
• Advanced integration migration
• Comprehensive testing
• 4 weeks implementation + support

Enterprise Migration (£12,000)

• Full-service migration management
• Custom integration development
• Extended testing and validation
• 6 weeks implementation + 3 months support

Ensure Migration Success with Expert Guidance

Don’t risk data loss or business disruption. Our proven migration checklist and expert support guarantee a smooth transition to Zendesk.

Schedule Migration Planning Session

Deltastring: Zendesk migration specialists serving Southampton, London, and UK businesses. Zero data loss guarantee with proven migration methodology.