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Migration from Zendesk to Jira Service Desk using JSON file

I'm looking to migrate my service tickets from Zendesk but am having difficulty in uploading the JSON file that was exported from Zendesk. Below is the detailed report of the error that I receive. Any assistance that anyone could offer would be much appreciated.

Thanks, Fergus


2020-07-01 18:08:15,056 INFO - Import started by admin using com.atlassian.jira.plugins.importer.sample.SampleDataBean
2020-07-01 18:08:15,076 INFO - ------------------------------
2020-07-01 18:08:15,076 INFO - Importing: Users
2020-07-01 18:08:15,076 INFO - ------------------------------
2020-07-01 18:08:15,076 INFO - Only new items will be imported
2020-07-01 18:08:15,080 INFO - 0 users associated with import. All of them imported as inactive, this can be changed after import in User Access step.
2020-07-01 18:08:15,080 INFO - ------------------------------
2020-07-01 18:08:15,080 INFO - Finished Importing : Users
2020-07-01 18:08:15,080 INFO - ------------------------------
2020-07-01 18:08:15,080 INFO - 0 users successfully created.
2020-07-01 18:08:15,084 INFO - Retrieving projects...
2020-07-01 18:08:15,103 ERROR - Unexpected failure occurred. Importer will stop immediately. Data may be in an unstable state: Unable to create project: ExternalProject{id='null', key='DEMO', externalName='null', name='null', type='null', template='null'}: You must specify a valid project name.
An invalid project type was specified. Make sure the project type is available in your Jira instance. Please talk to your Jira administrator if you need more help.


3 answers

Hi @Fergus Mc Manamon 

Please check out our service - we offer a free demo that will migrate your data including ticket attachments and public ticket notes, contacts and organizations and agents, even Knowledgebase, to Jira limited by 20 records and will give you the cost of the full transfer

and we also have live chat and phone support 1am-5pm EST on workdays

Our tool generates a JSON file that is accepted by Jira and if the errors come up you can share the log with us and we'll help you through it

Hi @Fergus Mc Manamon 

Can you confirm that your JSON contains a project name?

Hi Mathis,

Thanks for responding. The filename I have is zendesktickets.json. Is this what you mean?

0 votes
Daniel Eads Atlassian Team Jul 17, 2020

Hey @Fergus Mc Manamon - without taking a look at the JSON file it's hard to make a suggestion on what might need to be changed for the Jira importer to get past the error.

I've looked around on Community a bit and found most people who are doing a Zendesk to Jira migration choose the CSV export instead.

Zendesk's documentation on exporting simply notes this limitation with CSV files:

Does not include deleted tickets, ticket comments, or ticket descriptions.

If you're ok with that, it might be a simple way forward. Otherwise, you'll need to modify the JSON file you have to include the missing details the importer is asking for (it's at least erroring on type and name). Here's our documentation on doing a JSON import so that you have an example to compare against when modifying the exported JSON file.

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