Importing from Desk.com? (Via Zendesk or OTRS?)

Technical assistance
1

Hi all,

I’m looking at replacing Desk.com with something open source, and Zammad looks great.

But we’d like to keep our existing data if possible. From what I can see, the migration wizard can import from Zendesk and OTRS.

Is there any way to import from Desk.com?

Or maybe I could look to export to Zendesk or OTRS and then migrate to Zammad?

Failing that, I could role up my sleeves and use the APIs but I’d rather avoid that, I have enough to do!

And as a last resort, we could export our Desk.com data for archive purposes and start fresh.

Thanks
John

2

Hey,

currently the only way would be to migrate to a ticketsystem our migrator supports and then come from that.
Personally I think, at least for OTRS, this would be very overkill and time consuming (in terms of “you have enough to do”).

What we can offer is a custom development to integrate this into Zammad - if you want, we also can put this public for the community. If you want this, just let me know. :slight_smile:

3

Thanks MrGeneration. We’re trying to reduce costs rather than spend more :wink: but thanks for the offer. I think if we do move to a system like Zammad where we can’t import old cases, we’ll just archive them (Desk offer a one-off data dump, or I could use the api) - and have them to refer to if we needed to but start fresh on the new system.

4

No problems, I just wanted to offer you all possible ways. :slight_smile:

5

Of course, and thank you for the offer. With Desk.com closing down, there may be a lot of smaller (ex-)users who want to move though so might be worth looking at?

6

I’m personally interested in this topic and would like to try doing such a thing, but I’m not sure how much time it would take me, if I am successfull and when I got time for that.

The whole service is shutting down?
Could you provide me a bit more info? I tried to find information to the system and what plan it really is, but their page is horrible :stuck_out_tongue:

7

Yes, they are closing Desk.com in 2020 and offering people the chance to move to another system - Service Cloud Lightning - for the same price (which is a big discount on the normal price). But whenever you have to move, that’s the time to look around, which is what I am doing.

And especially when the full price of the one they are offering to grandfather us to is so much higher. I wouldn’t be comfortable trusting them to keep that price for long and I don’t want to go through the hassle of moving just to move again if they raise the price (plus we’ve never been overly fond of Desk tbh)

https://support.desk.com/customer/en/portal/articles/2927444-desk-to-service-cloud-product-update-faqs?b_id=16915

8

This is a bit troublesome as this means I have no chance in creating a migrator (none of us has) if you don’t have the option to get your hands on a desk.com-Instance :x

9

that is, indeed, a very good point :frowning:

10

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