Migrations
Most agencies treat a migration like a data dump. Export from the old platform, import to the new one, hope the analytics still work. Three weeks later your CFO asks for last quarter's CSAT trend and finds it died in October.
We map ticket history, custom fields, saved replies, automations and reporting datasets before the first export runs. Reporting on the destination gets rebuilt to answer the questions your team actually asks. Cutover is planned with a rollback. Your analytics survive because we planned for them to.
Our team brings 25+ years of combined experience across the category. Zendesk Advanced Partner, Gorgias Managed Services Partner, Intercom Partner, Aircall Solution Partner, Tidio Partner, Richpanel Partner, Zapier Solution Partner and Pylon Partner.
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A helpdesk migration is the structured move of an entire support operation from one platform to another: ticket history, customer profiles, custom fields, saved replies, automations, integrations, AI agent configuration and reporting datasets. Done well it preserves business continuity and analytics fidelity. Done poorly it breaks reporting for six months and erases context your team needs.
Three failure modes show up in every botched migration we have been called in to clean up.
Tickets, fields and saved replies get mapped, but nobody asks what reports your team actually runs. The new instance launches, the old reporting dies with it, and someone spends six months rebuilding dashboards that should have been planned before cutover.
Conversation threads get flattened. Internal notes get dropped. Custom field history is lost. Attachments get orphaned. A year later a customer references an old conversation and your agent finds half the context missing.
The script runs at 2am on a Saturday. Something breaks at 2:47am. Nobody can revert. Your team spends Sunday explaining to customers why their ticket numbers reset to one.
Cleaning up a botched migration takes longer and costs more than doing it right the first time.
From every major helpdesk in the category, including Freshdesk, Intercom, Gorgias and Front. The Zendesk receiving pipeline is the bulk of our migration calendar.
From Zendesk, Freshdesk, Intercom, Front, and email-only setups running on shared Gmail or Outlook inboxes.
From email-only setups, from Zendesk for B2B teams escaping the consumer ticket model, from Intercom where shared Slack workflows became the priority, and from Front.
To Zendesk, Gorgias or Intercom. Salesloft announced the Drift sunset on March 6, 2026, naming 1mind as the AI successor. We no longer configure Drift, we only move teams off it.
We also migrated American Expediting from Zendesk to Freshdesk under email-forwarding-only constraints with full ticket history preserved, after years of managed services and custom API work for them.
Starts at $3,500, fixed before we start, priced by source ticket volume after a free 15-minute call.
The floor is built from a migration tool licence passed through at cost, roughly $300 to $500, plus around 30 hours. Those hours are real: an approved written migration plan covering what moves, what gets rebuilt and how to roll back, a sandbox test migration you sign off on, then a planned after-hours cutover. Quoted hours are good for 90 days from kickoff; work after that is quoted.
We will tell you plainly that moving the records is the commodity part. Import2 and Help Desk Migration price by record count, with published starting prices in the hundreds of dollars. What you are paying us for is the mapping judgment, the cutover, and rebuilding the configuration on the other side. Tool licences are passed through at cost so you can verify there is no markup.
One Zendesk-specific note worth knowing before you budget: legacy custom objects have no automated migration path. CSV export and manual rebuild only. We quote that as its own line with an hour count rather than burying it.
Sometimes the right answer is to stay where you are and reconfigure. If that is what your data says, we will tell you, and the audit will have cost you $750 instead of a migration.
No. History, conversation threads, internal notes, custom field values and attachments are all mapped before anything moves, and you sign off on a sandbox test migration before the real one runs.
Most run two to six weeks end to end, driven by source ticket volume, integration count and how clean the source instance is. The written plan and the sandbox test happen before cutover, so the cutover itself is usually a single planned after-hours window.
Because moving records is the commodity part. Migration tools such as Import2 and Help Desk Migration price by record count, with published starting prices in the hundreds of dollars. You are paying us for mapping judgment, reconfiguration on the destination, and a cutover with a rollback. We pass tool licences through at cost so you can check there is no markup.
There is a written rollback in the plan you approved before we started. That is the point of the plan. We do not run a cutover we cannot reverse.
Not automatically. Zendesk removed the legacy experience on July 27, 2026. It provides a CSV export tool for legacy records, but migration is a manual extract, transform and load into the new custom objects. It is export and manual rebuild, quoted as its own line with an hour count.
Sometimes not. Plenty of instances that feel broken are configured for a business stage the company has outgrown, and reconfiguring in place is cheaper and faster than moving. If that is what your data says, we will say so.
Yes. Into Gorgias is a path we have shipped, from Zendesk, Freshdesk, Intercom, Front and shared Gmail or Outlook inboxes. History, notes, tags and custom fields are mapped and signed off in a sandbox test before the real move.
No charge. Bring your source platform, rough ticket volume, and the reports you cannot afford to lose. You leave with a fixed price or an honest reason not to move at all.
Helpdesk implementation and AI agent setup across 23+ platforms. Fixed prices, agreed before we start.
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