Switching from Zendesk

Bring your Zendesk history with you: every ticket with its replies, internal notes and files, priority, tags, who it was assigned to, your customers' details, macros, help center articles, and a checklist of your triggers. It's free on every plan, and nothing in Zendesk changes.

Owners and admins start it in Settings > Billing and data > Import from another help desk and pick Zendesk.

1. Make an API token in Zendesk (about 2 minutes)

You need to be a Zendesk admin: only admins can export every ticket.

1. In Zendesk Admin Center, go to Apps and integrations > APIs and open API tokens. Turn on token access if it asks.
2. Click Add API token, name it "HallaHelps import" and copy the token. Zendesk only shows it once.

2. Connect and choose

1. Enter your Zendesk address (like yourcompany.zendesk.com), your admin email and the token, then click Connect. You'll see roughly how many tickets and articles there are.
2. Pick the HallaHelps mailbox the conversations go into.
3. Choose All history or only tickets started between two dates.
4. Tick what else to bring over: files, customer details, macros, triggers and help center articles. Articles arrive as drafts unless you tick Publish the articles; even then, only published articles that everyone could see go public.
5. Click Start import.

3. Let it run

A progress bar shows how far along it is. You can leave the page; it keeps going in the background. When it's done, your token is erased from HallaHelps. Delete it in Zendesk too.

What comes over

• Tickets keep their dates, subject, status (New, Open and On-hold become Open; Solved and Closed become Closed), priority, tags, requester and assignee (matched to teammates by email).
• Public replies, customer messages and internal notes, in order, with their files (up to 10MB each).
• Customer details on the customer card: phone, organization and Zendesk notes. Anything your team already typed is never overwritten.
• Macros become saved replies shared with the team.
• Triggers and automations arrive in Settings > Company > Rules, switched off and marked To set up. See Rules for new email.
• Help center articles go into Docs, in categories named after your Zendesk sections, with their pictures (up to 2MB each).
• No emails go to your customers, and your rules don't run on imported conversations.

Deleted tickets aren't imported. You can import again any time; anything already here is skipped.