When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One such tool is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process with a qualified team always by your side to help with any questions.
After reading this article, you will have a clear understanding of how an automated Zendesk to Kayako migration works and how to organize the process, migrate the data and get your Kayako helpdesk up and running.
Preparing for the migration
To see the tool in action is the best way to evaluate it. With HDM you can run a free demo migration and check the results in your Kayako account.
Cleaning up the database and knowledge base is the next important step. Though it may take time to go through the records, the outcome is worth it. Firstly, the information in the new account will be relevant and easier to work with — secondly, the fewer records, the lower the price for the migration and the less time needed to move the data.
Lastly, the date of the migration is essential. It is recommended to migrate the data in the quietest business hours when the number of incoming messages is the lowest for example on weekends or national days off. The best way of deciding when to carry out the migration is to see when most tickets come in and make sure you’re back online by then.
Migrating from Zendesk to Kayako
Once logged in the Help Desk Migration service account, you will be guided through the process. Just follow hints provided by the Wizard.
Take these steps to perform the migration:
1) Open the Wizard and specify your credentials for both Zendesk and Kayako accounts to establish connection between the platforms.
You need admin rights for both Zendesk and Kayako accounts. So check this in advance.
2) Choose the records you want to move to Kayako by checking the appropriate boxes. If you’re going to migrate tickets, you also need to check the mapping of ticket fields.
Most ticket fields are mapped automatically. However, you should carefully review the mapping before continuing.
3) When the fields are mapped, you can launch the Demo Migration. This action will transfer 20 tickets from Zendesk to Kayako.
Carefully check the result of the Demo to make sure that the rest of the data migrates correctly.
4) Once you’ve confirmed the result, make the payment and press the ‘complete migration’ button. You can then close the window and go about your business while your data is being transferred to Kayako.
It is important not to edit or remove any information in your old and target help desks during the migration.
Starting with your new help desk
Now that the migration is complete there are a few things you should do to get your Kayako account entirely ready for work. First, enable notifications and automation rules you used in Zendesk or add new rules in Kayako. Second, if you migrated knowledge base articles, remember to update internal links and inline images. Lastly, redirect incoming support channels to Kayako. Check if all links and forms your customers use to contact your company lead to the new platform.
That’s it, and now you can enjoy all the possibilities of Kayako’s helpdesk software!
Automated migration doesn’t have to involve exports and imports of thousands of files. With HDM your migration to Kayako is a pretty simple and straightforward task even for a non-technical person.
Want to give it a try? Run your Demo migration and make your own impression of the service.