Import Zendesk Tickets and Customer Data

Streamline your support with time-saving tools like ticket views, triggers, and automations in Accelo, without losing the valuable data on your old ticketing system.

Using this guide, you can:

  • Import your Zendesk Tickets and Customer Data

Import 

Transfer your customer details from Zendesk into Accelo, with our handy import tool. You'll find this tool under the Configuration menu > Imports & Exports > Imports.

The integration with Zendesk is a one-way sync meant to download your relevant Client, Contact, and Ticket/Issue data into Accelo.

Before you begin:

If a ticket owner in Zendesk does not have a professional license in Accelo, tickets owned by this individual will continue to be imported but will have an 'unassigned' owner status once in Accelo. If you are looking to have an 'apples to apples' match in this regard, then you will have to add these users within Accelo in order to distribute the tickets accordingly.

Also, keep in mind that this is a one-way sync between Accelo and Zendesk. Once your data is imported from Zendesk, you will manage the Tickets in Accelo.

Import Instructions:

To import your ZenDesk data:

  1. Navigate to the Configuration page, by clicking the Modules Button > Configuration

  2. Choose Imports & Exports > Imports. Choose Zendesk tile.

  3. Enter your Zendesk credentials

  4. On the Import Configuration page, choose how you would like your Zendesk data to appear in Accelo. For example, you can set the Client/Company Status, import Tickets/Issues, map users, etc. Data between Accelo and Zendesk will be matched according to company/customer name and user first and last name. Once you've configured your data for import, click the Start Import button at the bottom of the page.

  5. Congratulations! You've now imported your Zendesk customer data and tickets into Accelo. Depending on the amount of data in Zendesk, this import process may take up to an hour to finish. You will receive a notification email once the import is complete.

What does the integration actually import?

Accelo's Zendesk integration works to import your historical tickets, and their associated company and contact information.  That includes mapping the following data:

Companies and Contacts

  • Company name
  • Company status
  • Contact name

Tickets

  • Ticket type/class
  • Priority
  • Current status
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