Within Teamwork Desk, you can import tickets from your Zendesk account.

  1. Click your profile icon in Teamwork Desk's main navigation menu.
  2. Select Settings.

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  3. Switch to the General tab.
  4. Select Import Data from the left panel.
  5. Scroll to the Zendesk panel.
  6. Click Import now.
     
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  7. Fill out the required details:
    1. Email: The email address associated with your Zendesk account.
    2. Token: A Zendesk API key to authenticate your account. Access this via your Zendesk account's API settings.
    3. Subdomain: Your Zendesk account's subdomain. Ex. yourcompany.zendesk.com - only the "yourcompany" part is required.
    4. Fallback inbox:
      1. Teamwork 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 you choose here.

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  8. Click Start import.

You are redirected to the Import History area once the import is initiated. Each import is given an ID and is listed in the import history view, along with the following details:

  • Type: The import origin (aka application/platform)
  • Status: Pending > Started > Completed or Failed.
    📝 Failed imports include a retry button on the import's right.
  • Message:
    • Skipped: Tickets already imported from the Zendesk account.
    • Imported: Tickets imported this time.
    • Failed: Tickets that could not be imported.

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If an 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 are also emailed to the address used for the import when the import is complete.
 

Imported tickets

  • Tickets: Any tickets imported from Zendesk are assigned the Closed status.
    📝 If a customer replies to an imported ticket, it is treated as a new ticket. The imported and new tickets would need to be merged manually if you want to bring the new response (and subsequent replies) into the old ticket. It's best to consider all imported tickets as closed, and for reference only.
  • Replies and notes from Zendesk are added directly to the imported tickets in Teamwork Desk.
  • Tags are imported with tickets.
  • Customers: If a customer on an imported ticket matches an existing Teamwork Desk customer (by email address), it is associated with them, If no existing customer is found in Teamwork Desk, they are created.
  • Agents: If the agent on an imported ticket matches an existing Teamwork Desk agent (by email address), it is assigned to them. If no existing agent can be matched, a new agent is created with an Invited status. You won't be charged for adding them to your subscription until you choose to invite them manually.
  • Priority: Ticket priority is 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, tickets are affected as follows:

  • Tickets from the first import, including any that have been edited or deleted (individually) are not re-imported.
  • If you delete an inbox, tickets that were in that inbox are re-imported.

Search

You can search for tickets you imported from Zendesk based on the ticket's original Zendesk ID


Ex. A Zendesk ticket ID was 123456. Once imported to Teamwork Desk, you can search by that original ID (123456) in Teamwork Desk search to locate the ticket.
 


For more information, see: Importing Tickets from Freshdesk