Switching from Zendesk

Updated 4 months ago by Romain Lapeyre

Have a look at this tutorial video to finish your helpdesk's setup and import your data from Zendesk:

Check out our tutorial videos, from setting up your helpdesk's features to creating more complex rules!

Zendesk users, here's a guide on how to smoothly transition to Gorgias!

We don't recommend using Zendesk & Gorgias in parallel. Make sure to follow the steps below for an easy transition.

Things you should know

  • Gorgias will import tags, macros and 1-year of ticket history from Zendesk, starting with the oldest tickets.
  • There are 2 ticket statuses in Gorgias: open & closed. Open means you need to treat the ticket, closed means you're done with it. On-hold, solved & closed Zendesk tickets will all be imported as closed Gorgias tickets 
  • In Gorgias, customers typically contact you on your email address, and not through the Web portal. If you still want a contact form, you can use your own, like the one provided by default by Shopify. 
  • Gorgias doesn't have a helpcenter. We recommend using Helpdocs, which we partner with. 

Before the switch

  • Create a Gorgias account
  • Connect your support emails to Gorgias

Doing the switch

  1. Turn off all the channels that send support messages to Zendesk: the Facebook integration, email forwarding, Amazon emails, etc.
  2. In Gorgias, go to Settings, then to Import data, and launch the import from Zendesk. This will import your Zendesk open & closed tickets in Gorgias, along with your macros & tags. This way, you'll find the same ticket backlog in Zendesk and in Gorgias. 
  3. Go to Zendesk, and disable all your channels (chat, facebook & twitter)
  4. Disable the following Zendesk triggers
    1. Notify assignee of reopened ticket
    2. Notify requester of received request
    3. Notify group of assignment
    4. Notify all agents of received request
  5. If you have an automation to send a Satisfaction survey, disable it too

Done! You can now start responding to tickets in Gorgias. 

If you were using a support@company.zendesk.com address, replies to old tickets will still only show up in Zendesk. Check Zendesk once a day for the next 10 days, and then you'll be done with your Zendesk account. After this period, you should only respond to tickets in Gorgias.

If you have questions about switching, please contact our support team or book a call with us here.

If you want to keep your Zendesk help center, you'll need to make sure tickets submitted from the Zendesk help center arrive in Gorgias. To do that, create a trigger to send these tickets to support@your-domain.gorgias.io.

Using Gorgias & Zendesk Guide

If you don't want to migrate your helpcenter, you can keep it on Zendesk Guide and use Gorgias in parallel. Though, customers will still submit tickets on your helpcenter hosted on Zendesk Guide. Here's how you can send those tickets to Gorgias, and have all your customer communication in Gorgias: 

  1. In Zendesk, go to Settings -> Extensions 
  2. Click Add target
  3. Select HTTP target
  4. Fill the form using your API info, that you can find in Gorgias (Settings -> API REST)
  5. Create a trigger with this configuration, and Save

{
"channel": "email",
"via": "api",
"tags": [{
"name": "{{ticket.tags}}"
}],
"messages": [{
"channel": "email",
"via": "api",
"from_agent": false,
"source": {
"type": "email",
"from": {
"name": "{{ticket.requester.name}}",
"address": "{{ticket.requester.email}}"
},
"to": [{
"name": "Your support team",
"address": "your-support-email@company.com"
}]
},
"subject": "{{ticket.title}}",
"body_text": "{{ticket.latest_comment}}",
"body_html": "{{ticket.latest_comment}}</br></br>Order number: {{ticket_field_24843283}}</br></br><a href='{{ticket.comments[0].attachments[0].url}}'>{{ticket.comments[0].attachments[0].url}}</a> <a href='{{ticket.comments[0].attachments[1].url}}'>{{ticket.comments[0].attachments[1].url}}</a> <a href='{{ticket.comments[0].attachments[2].url}}'>{{ticket.comments[0].attachments[2].url}}</a> <a href='{{ticket.comments[0].attachments[3].url}}'>{{ticket.comments[0].attachments[3].url}}</a> <a href='{{ticket.comments[0].attachments[4].url}}'>{{ticket.comments[0].attachments[4].url}}</a> <a href='{{ticket.comments[0].attachments[5].url}}'>{{ticket.comments[0].attachments[5].url}}</a>",
}]
}

You're good. Now, customers who contact you on your helpcenter on Zendesk will receive a response in Gorgias. 

How does the import work behind the scenes

Gorgias imports Macros, Users and Tickets from Zendesk starting from 1 year in the past and ending when when we import the last ticket visible during the import. The import stops after the last imported ticket and does not sync new tickets that are created on Zendesk after the import finished.

How many macros, users and tickets are imported?
  • Macros: All active macros - we don't import those that are deleted or inactive in Zendesk.
  • Tickets: All (not deleted) Zendesk tickets starting from 1 year in the past until the last ticket when we reach the end of the import. The import stops after that and does not sync new tickets that are created on Zendesk after the import finished.
  • Users: All Zendesk users associated with imported tickets above. For example if a Zendesk user sent an email 5 years ago and then did not contact your Zendesk account after that we will not import it since it's not associated with any ticket in the ticket import interval. We do this because
Zendesk Users vs Gorgias Users & Customers

In Zendesk, Admins, Agents and End-users (Customers) are all Users separated by their Role (admin, agent, end-user). Basically everybody is a User in Zendesk. In Gorgias however, we have Users (Agents, Admins, etc..) and Customers (facebook/chat contacts, shopify customers, etc..). We only have Roles for Admins and Agents. Customer don't have roles and they are entirely separate objects.

How much time does it take to import?

Depending on the amount of data that a Zendesk account can have it sometimes can take days to import everything - this is not something that we can improve upon as Zendesk has limits to the amount of tickets per second that we can import. This throttling behavior is normal for any helpdesk including Gorgias.

Can I import from multiple Zendesk accounts into a single Gorgias account?

This is not recommended because Zendesk can have the same ticket ids for different accounts and we use those ticket ids to know if we imported them or not. Thus we might skip importing some tickets if another ticket with the same ticket ids was already imported.


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