[ITSM | How-to] Migrating Zendesk Tickets into AssetSonar

Why It Matters

When moving ticket data from Zendesk into AssetSonar ITSM, manually recreating records can slow down the transition and leave important support context behind. Zendesk ticket migration lets you bring existing ticket fields into AssetSonar through a guided field mapping flow, so your team can continue working from ITSM without relying on manual CSV exports or support-led migration. After migration, teams can manage imported tickets through AssetSonar’s request management software.

Prerequisite

Before starting your migration, ensure your Zendesk Integration is already configured and active. You can find full setup instructions here.

How to Set It Up

• Enable the Feature: Navigate to Settings → Integrations → Helpdesk → Zendesk Integration and check the Enable Ticket Migration box.
• Map Your Fields: Click Import Zendesk Tickets to open the field mapping modal. Select which Zendesk fields you want to bring into AssetSonar ITSM and map them to the correct Field Name in AssetSonar.
• Standard ticket fields with native AssetSonar equivalents are pre-mapped. Use the modal to map additional Zendesk fields, including custom fields, if you want to bring them across.
• If a matching AssetSonar field does not already exist, enter a new field name in the destination column. AssetSonar creates a new custom field in the ITSM Tickets module when you save the mapping.
• Click Done once the mapping is ready.
• Test the Migration: After saving the field mapping, click Test Imported Tickets to validate the setup against sample ticket data. This helps confirm that the mapped ticket fields import correctly.
• Initiate the Import: Once your test is successful, click Sync Now to run the migration. Zendesk ticket details are imported into AssetSonar ITSM based on the saved field mapping.

Next Steps

Connect your Zendesk account, enable the migration setting, map the fields you want to import, run Test Imported Tickets, and click Sync Now once the test confirms that ticket details and custom fields migrate correctly.

More Ways to Migrate Your Data

AssetSonar makes it easy to bring your historical helpdesk data into our ITSM module. Depending on your current setup, check out our other migration guides to find the path that works best for your team:

• [ITSM | How-to] Bulk Importing Tickets into AssetSonar
• [ITSM | How-to] Migrating Jira Issues into AssetSonar