Migration guide

How to migrate from Zendesk to Zammad

Historical tickets rarely migrate in full between helpdesks — most teams start on the new platform with only open tickets and leave the rest as a reference archive in {from}.

1. 1

   Export open tickets from Zendesk

   Export at least your unresolved tickets to CSV (subject, customer, messages, status) — most helpdesks allow this export from the admin panel.

2. 2

   Reconnect your inbound channels in Zammad

   Set up the same support email, chat widget and/or social accounts in Zammad that you used in Zendesk, so you don't lose new messages during the transition.

3. 3

   Import the open tickets

   Create the open tickets manually or via CSV import in Zammad, marking Zendesk's history as read-only for future reference.

4. 4

   Update macros and saved replies

   Canned responses and automation rules aren't exported — recreate your most-used ones in Zammad before announcing the change to your team.

These steps are a general guideline — the exact export menu can vary depending on Zendesk's plan and version.