Zendesk Migration

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

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.

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.

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.

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

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.