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Move Zendesk ticket history into Chatarmin CX with a file import or a connected-account migration wizard.

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When to use it

  • Use file import when you already have Zendesk JSON export files.
  • Use the migration wizard when a Zendesk account is connected and you want scope, status mapping, agent mapping, and optional inbox view import in one flow.

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File import

1

Open the Zendesk import

Go to Settings → Integrations, scroll to Import tickets, and choose Zendesk.
2

Upload JSON exports

Upload the Zendesk JSON export files. The importer validates each file before the job starts.
3

Run and monitor

Start the import and watch live progress. Pause or resume long-running jobs if needed.

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Connected-account migration wizard

If Zendesk is already connected, open the Zendesk integration detail page and start a migration from the Migrations section. The wizard walks you through:
  1. Scope — which tickets, views, macros, and help center content to include
  2. Status mapping — map Zendesk statuses to Chatarmin CX statuses
  3. Agent mapping — map Zendesk users to CX agents, or invite unmatched teammates
  4. View remediation — handle inbox views that cannot be imported as-is
When Zendesk views cannot be imported automatically, the View remediation step appears after agent mapping. For each blocked view you can:
  • define a replacement inbox view with the same filters you use in the inbox today
  • skip that view and continue the import
  • skip all remaining blocked views

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After import

Imported tickets keep their original timestamps and message history. Review a sample before you cut over channels or AI Agents.
File import and the migration wizard are for one-time historical moves. For ongoing Zendesk sync after cutover, use the Zendesk integration sync tools on the connected account.