Zendesk Migration
Mafalda Melo
Project Manager
Business Strategist
Customer Support Representative
Intercom
Zendesk
Below is an outline for my first big tech migration project.
Project Overview
Objective: Seamlessly migrate customer support operations from Intercom to Zendesk, ensuring minimal disruption, data integrity, and improved support efficiency.
Timeline: Estimated 6-8 weeks.
Key Stakeholders: Product, Marketing, Finance, Support
Scope of Work
Assessment and Planning
Analyze current Intercom setup: workflows, data structures, and integrations.
Define Zendesk requirements: ticketing, knowledge base, automation, reporting, and integrations.
Develop a detailed migration plan with timelines and milestones.
Data Migration
Extract data from Intercom: conversations, user profiles, tags, and custom fields.
Clean and map data to Zendesk format.
Import data into Zendesk: test and validate the migration for accuracy and completeness.
Configuration of Zendesk
Set up ticketing workflows, custom fields, and macros.
Customize Zendesk Help Center and knowledge base.
Configure automations, triggers, and SLA policies.
Integrate third-party apps and tools (CRM, chat, etc.).
Training and Documentation
Develop training materials for support staff.
Conduct training sessions on Zendesk’s features and workflows.
Provide documentation on new processes and best practices.
Testing and Quality Assurance
Conduct end-to-end testing of Zendesk setup, including data integrity checks.
Simulate real-world scenarios to ensure all functionalities work as expected.
Gather feedback from key users and make necessary adjustments.
Go-Live and Support
Schedule and execute the go-live transition from Intercom to Zendesk.
Monitor performance closely during the first week of operation.
Provide post-migration support and troubleshooting.
Deliverables
Detailed migration plan and timeline.
Fully configured Zendesk instance aligned with business requirements.
Complete data transfer from Intercom with validated accuracy.
Training sessions and support documentation for the team.
Post-migration support and final project review.
Risks and Mitigation
Data Loss: Implement multiple backup and validation steps during migration.
Disruption to Support Operations: Schedule migration during low-traffic periods and provide a rollback plan.
User Adoption Challenges: Offer comprehensive training and ongoing support to ensure a smooth transition.
Project Timeline
Week 1-2: Assessment, Planning, and Initial Configuration
Week 3-4: Re-routing Intercom to Zendesk and testing primary Business Rules + Team training start
Week 5: Full Migration of backlog to Zendesk and further customization
Week 6: Testing and Quality Assurance
Week 7: Team training finish + public communications for customers
Week 8: Go-Live and Initial Support
Success Criteria
100% data integrity post-migration.
No major disruptions during go-live.
Positive feedback from support team and end-users on Zendesk functionality.
Complete project within the timeline and budget.
