Migrate from Zendesk to Message

Check the import scope

Supported import scope: Agents, groups, contacts, tickets, chats, messages, available ratings and articles.

Source access determines which Support, Chat and article records are available. Check both product scopes in the discovery preview.

Prepare the source

Connect the appropriate Zendesk Support and, where needed, Chat credentials.

Keep an original export or source backup. Confirm that you are authorized to move the records and select the correct destination workspace.

Preview before importing

Open https://app.message.com/settings/integrations/migrate and choose the supported provider or file-import path. Review discovery or file mapping, agent and department mapping, private notes and attachments before importing the full dataset.

Verify records and failures

Inspect sample customers and conversations in Message. Compare authors, dates, message order, status and internal-note visibility. Review the migration job’s errors and warnings. Do not mistake a contact-only import for a complete support-history migration.

Reconfigure operations

Review triggers, macros, SLA rules, custom fields and channel routing. Ticket history and operational configuration are different parts of the move.

Review product entitlements and billing separately. A migration does not grant unlimited seats, free phone usage or every AI feature.

Switch channels after testing

Install the current widget snippet and test inbound and outbound conversations. Move email forwarding and any other channel connections separately. Keep access to the original system until the remaining data and operational checks are complete.

Identity and private data

The shipped widget does not provide a public identify, signout or userHash login API. Browser continuity and a pre-chat email are not proof of account ownership. Use the connector’s supported customer-verification flow before disclosing private order information.