Import from Zendesk

Switching from Zendesk doesn't mean starting from a blank inbox. Import brings your contacts and their history across, so a returning customer's context is already there.

What comes across

Import brings in your contacts and their past ticket history. When a customer emails in after the switch, you can see what they've asked about before instead of starting cold.

How it works

Connect Zendesk for a brand and the import brings in that brand's contacts and history. It's set up per brand, so a workspace with several brands runs the import separately for each one.

Customers who sign in to the portal

If the brand runs a customer portal, a customer who exists in your Zendesk but has not written to you since the switch still gets their history. The first time they sign in, their Zendesk history is pulled in behind the scenes, so their past tickets fill in rather than staying empty.

Help center articles too

If you also have a Zendesk help center, you can bring those articles in as well. See Knowledge base for how article import and publishing work.