Zendesk to Jira Service Management Migration
Also from Freshdesk, Freshservice, Halo and other helpdesks
Senzo helps Australian organisations move off Zendesk, Freshdesk or another helpdesk to Atlassian: workflows and integrations mapped, data moved, cutover managed.
From Zendesk and Freshdesk terms to Jira Service Management
Records move through interfaces like Zendesk's incremental export API; the process around them decides the move.
| Zendesk | Freshdesk | Jira Service Management | What carries across |
|---|---|---|---|
| Tickets and internal notes | Tickets | Requests | CSV import can make every comment public; plan internal notes first |
| Attachments | Attachments | Attachments | Moved separately, by URL |
| Ticket forms | Ticket forms | Request types | Redesigned from what people ask for |
| Views | Ticket views | Queues | Rebuilt around how agents triage |
| Groups | Groups | Queues, routing and permissions | Visibility agreed before go-live |
| Macros | Canned responses | Canned responses | Text carries; field changes become automation |
| Triggers and automations | Automation rules | Automation and workflow | Re-specified, not copied |
| SLA policies | SLA policies | SLAs | Rebuilt for real commitments only |
| Help center | Knowledge base | Confluence knowledge base | Current articles move; structure is redesigned |
| End users and organizations | Contacts and companies | Customers (CSV creates them only in CSM) | Identities and organisations first, then profiles |
| Satisfaction ratings | CSAT surveys | CSAT surveys | History doesn't transfer; export it |
| Reports and dashboards | Analytics | Reports | Export history; rebuild the reports |
Leaving each tool
- ZendeskTriggers and hourly automations are re-specified, unless they only worked around the old tool.
- FreshdeskSame treatment. Decide first: are your people inside or outside? Zendesk and Freshdesk API limits vary by plan.
- FreshserviceAn ITSM platform, so this is ITSM to ITSM: keep the catalogue items and assets in use.
- Halo ITSMSee our Halo ITSM vs JSM guide. Size the desk to the Halo parts you use.
- A shared inbox or another toolList every channel, rule and system; real email, sorted by hand, sets the request types.
- ServiceNowA larger project, on our ServiceNow to JSM migration page.
Jira Service Management as a Zendesk alternative: where it fits
Zendesk and Freshdesk are capable platforms. We agree the destination first.
Where Jira Service Management is strongest
- An internal service desk
- Support that regularly hands off to engineering
- Dev, Ops and Support on one platform
Where Customer Service Management, or staying, can be right
- High-volume consumer support on chat, social and phone, with nobody in Jira
- External customers, for whom Customer Service Management is "purpose-built"
- CSM is sold only within Atlassian Service Collection
How the cutover runs
Process before data. Rolling out Jira Service Management itself has its own page.
- 01
Agree the target desk
With its future users, after an inventory of rules, channels and integrations.
- 02
Test migration
Reconciled against the source before anyone relies on it.
- 03
Cut over by channel
Mailboxes and forwarding, then chat and Slack, then integrations, each tested.
- 04
Hypercare
Planned back from your contract end date; real issues surface early.
Frequently asked questions
Can we bring our ticket history from Zendesk or Freshdesk?
Yes, through documented export interfaces and Atlassian's CSV import. Whether all of it should move is a design decision.
Do the people raising requests need licences?
No. They're customers; Jira Service Management licenses agents. See our JSM pricing guide and licensing page.
How long does a move off a helpdesk take?
Channels, integrations and rules to rebuild, and history to move, matter more than ticket volume.
Can we run the old helpdesk and Jira Service Management side by side?
For reference, yes, while your contract allows. Never route a live channel to both: duplicates follow, and agents stop trusting either queue.
Will our requesters notice the change?
A new portal, and perhaps a new reply address. Tell them before the switch, so the first email isn't mistaken for spam.
What should we export from Zendesk or Freshdesk before the subscription ends?
Everything you must retain, plus what won't migrate: quarterly reports, SLA results and satisfaction ratings. Export files while you have full access.
Sources (1)
- Vendor facts on this page are linked to Zendesk's, Freshworks', Halo's and Atlassian's own pages where they are used.
What the free migration assessment covers
Your platform, channels, integrations, data and likely destination, including staying put. Not a full plan.