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Migrating from Zendesk to JSD Edited

What is the best sequence of steps one can take to migrate from Zendesk to JSD on a high level.

3 answers

1 accepted

1 vote
Answer accepted
Jack Community Leader Jan 28, 2020

Your best bet is to simply create the project from scratch. Then create issue types, custom fields, workflows, add the agents and customers. Yi7 night wish to read this guide - get-started-with-jira-service-desk 

Hi @RamR 

I agree with @Jack about creating a simple project from scratch, in fact I would go further and say create two simple projects (a sandbox one) and the production one. The sandbox one will you can do testing on. 

You also need a plan and be realistic with the outcome because there is a bit of a learning curve as with everything. You will come across stuff where the defaults might work for some people but not for your company. 

Here is what I did starting with my Sandbox project and then replicating over to production (that way I could thorough test):

Happy to answer questions if you have any.

Zendesk to JIRA Service Desk Migration.png



Like Jack likes this

Thank you Mike and Jack for your inputs. I really appreciate you shared your plan here Mike. That gives some in depth look in to this. 


Hey @Mike Bowen , any way you can share your plan so that I can piggy back off of it? It looks really thorough. Appreciate it. 

Hi @Jose 

Send an email to and I'll post a spreadsheet template for you. 



Like Jose likes this

Hi @Jose 

Email incoming. 



Like Jose likes this

Hi, RamR.

When it comes to importing Zendesk data to Jira Service Desk, you can, in fact, use the table method suggested by Mike Bowen. Or, you can opt for our automated service like Help Desk Migration.

It’s available on Atlassian Marketplace (  and can help you move your Zendesk data to JSD, without losing any important information. The best thing about our service is that we are quite flexible when it comes to migrations, we offer numerous customization options to meet your requests. 

On top of that, we made it possible for everyone to test out the tool for free to see how it works in practice. Feel free to check it out.

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