Zendesk migration to Service Hub: Ticket update

[HanaHuyenNguyen]

We are migrating from Zendesk to Service Hub (we are already using Sales and Marketing hub) using Help Desk Migration service. 

My concern is, once the migration is done, we now have new HubSpot ticket to replace the Zendesk one, if a customer reply to an open Zendesk ticket, or even a closed Zendesk ticket, will those new rely coming to HubSpot?

[HanaHuyenNguyen]

Thanks for your information. That's also what I thought as well. We plan to keep Zendesk for a while anyway. However, I am thinking of a solution. What if I create a workflow to send an automated emails to contacts associated to newly migrated Zendesk ticket in HubSpot saying something like "we change the platform, here is your new ticket id, please reply to this thread if you want to update information regarding the ticket" etc. So when customer replies, it will come to HubSpot to create conversation. What do you think? @Jol 

[jolle · Accepted solution]

Hey @HanaHuyenNguyen, this is a great question!

If you're completely migrating from Zendesk to HubSpot and turning off Zendesk once you have your tickets moved over into HubSpot, I don't believe you would receive any updates in HubSpot for new responses from Zendesk.

If you're integrating with Zendesk to store ticket information in both HubSpot and Zendesk (even temporarily), you should be able to receive updates in HubSpot for new responses from Zendesk.

There's always going to be at least some downtime during a migration. If possible, maybe you could have both HubSpot and Zendesk syncing together for an apprioriate period of time before you officially sunset Zendesk.

If nothing else, you could move all open tickets to HubSpot but then keep Zendesk active for a month or two just in case you receive any follow-up there. New tickets moving forward will live in HubSpot, but you could continue to operate out of Zendesk for a period of time to handle any requests from old tickets.

Hope this helps, and hope everything goes smoothly with the migration!