Within Teamwork Desk, you can import tickets
from your Zendesk account.
To import tickets, click your profile
icon to the top right of the navigation
bar and select Settings.
In the Settings area, go to the
General tab and select Import Data from the left
pane.
You will then see the option to import
via Zendesk.
To start the process, click Import
Now. You will need to add:
- Email - the email address you use for your
Zendesk account
- Token - an API key to authenticate your
account
- In Zendesk, go to Settings >
Channels > Api > Token Access
> Enable > Add New Token
- Subdomain - the subdomain you use to login
to Zendesk
- i.e. deathstarsupport.zendesk.com -
only the deathstarsupport part is
required
- Fallback inbox:
- Desk will try to figure out which
inbox a ticket should belong to based
on where it came from in Zendesk. If
that fails, it will be added to the
inbox chosen here.
Once you have added these details, click the Start Import button to begin.
You will be redirected to the Import History
area within the left pane once you have
initiated the import.
Each time you import tickets, the import is
given an ID and you'll see it listed in this
page.
The other details shown here are:
- Type: the origin of the
import
- Status: Pending
> Started > Completed or
Failed
- Message:
- Skipped: Tickets already imported from
the Zendesk account
- Imported: Tickets that have been
imported this time
- Failed: Tickets that we were unable to
import
If the import fails, you may see one
of these errors to let you know what was
wrong:
- Domain not found - the domain
name you entered in the import details
screen wasn't recognised as a valid
Zendesk site
- Unauthorized - the email
address or token may be incorrect
- Forbidden, must be Admin
user - if the email address
you entered doesn't relate to an
administrator account in Zendesk
These
details will also be emailed to the
address you've used here when the
import is
complete.
About your imported tickets in Desk
Any tickets imported from Zendesk will have a
status of Closed.
Note: If a customer
replies to an imported ticket, it will be
treated as a new ticket, and they would need
to be merged manually if you
want to bring the new response into the old
ticket. It's best to consider all imported
tickets as closed, and for reference
only.
Replies and notes from Zendesk will be added
directly to tickets in Teamwork Desk.
Tags will be imported with tickets.
If a customer on an imported ticket matches
an existing customer in Desk (by email
address) it will be associated to them, if no
existing customer is found in Desk then they
will be created.
If the agent on an imported ticket matches an
existing agent in Teamwork Desk (by email
address), it will be assigned to them. If no
existing agent can be matched, a new agent
will be added with a status of Invited,
meaning that you won't be charged for adding
them until you choose to invite them
manually.
Ticket priority will be imported and mapped
as:
- Zendesk Urgent = Teamwork Desk High
- Zendesk High = Teamwork Desk Medium
- Zendesk Normal = Teamwork Desk None
- Zendesk Low = Teamwork Desk Low
Multiple imports
If you run another import, here's how
your tickets are affected:
- Tickets from the first import, including
any that have been edited or deleted
(individually) will not be
re-imported.
- If you delete an inbox, tickets that were
in that inbox will be
re-imported.
For more information, see: Importing Tickets from Freshdesk