Who is eligible for a migration through Import2?
Only select, approved members of the Zendesk for Startups Program may access the free data migration benefit. Check
with your sales representative or Zendesk for Startups team member to see if you qualify.
What data gets migrated?
Your core help desk records: tickets, end users, notes, comments, and attachments. Everything is pre-configured
with defaults, so most teams don't need to touch any settings, just connect your source and go. Advanced users can
customize field mappings or exclude items (e.g. attachments) on the Configuration tab, but that's optional.
What do I need to get started?
- Access to your current (source) help desk, you'll authorize the connection
- Your Zendesk instance URL, which you'll then authenticate.
You'll create a separate Import2 account (distinct from your Zendesk login) and verify it via an email link. From
there, choose your source platform, connect both systems, and start your sample migration.
How long does the migration take?
It depends on your data volume, but most migrations complete quickly. A migration of around 50,000 records
finishes in under 12 hours. Larger datasets take proportionally longer. You'll kick off a sample migration first
so you can preview how your data maps over before running the full import.
How does the sample migration work?
A free sample migration lets you test how your data will transfer before running the full migration. Import2 moves
a randomized selection of records into your new app so you can review the data, mappings, and expected results; it
typically takes about 15 minutes. You can configure record types, filters, and field mappings, then undo or repeat
the sample as needed. We typically recommend sample migration for most customers importing over X records. See more
detail on sample migrations here.
Can I keep using my Zendesk instance while data is migrating?
Yes, there's no downtime. We recommend switching your support email over to Zendesk right away, so you can start
receiving and answering tickets immediately. Your historical data continues flowing in the background while you
work. Your Zendesk is fully operational the entire time.
Is my data secure, and where is it stored?
Import2 is a Zendesk partner, and data protection is built into the process:
- Data is processed on US-based AWS infrastructure and is never stored long-term — it's a pass-through pipeline.
Each record is deleted from Import2's systems as soon as it's loaded into Zendesk.
- Your connection credentials are automatically archived two weeks after migration.
- Your data is never used for anything else — no AI training, no secondary use.
- Import2 is SOC 2 compliant, with GDPR terms embedded for customers outside the US.
Who do I contact if I get stuck or something looks wrong?
Import2's support team handles migrations directly - look for the help bubble on the migration screen. Support is
available on business days with lighter weekend coverage. For additional assistance if needed, you can reach the
Zendesk for Startups team at jenny.wu@zendesk.com. After
your migration is complete, the Import2 team remains available for questions.
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