Extracting data from Zendesk Platform

Precision Bridge has the ability to connect to your Zendesk instance and export all the data necessary to migrate your tickets and/or knowledge articles to another platform such as ServiceNow.

This is a two step process involving:

1. Run the Precision Bridge utility to export the data from Zendesk into CSV files. Note that for Subscription licences, this utility must be included in the set of Precision Bridge licenced connections to be available. See Licencing Precision Bridge for more information.

2. Utilise the CSV adaptor within Precision Bridge to import the CSV files into your target server environment

To perform the export, select File > Utility > Zendesk Export and you will be prompted to enter the following information for your Zendesk instance:

Root URI	The root URI for the REST API for your Zendesk instance, in a similar format to: https://<company name>.zendesk.com/api/v2
User	The user to login with. The user must have the appropriate administrative permissions to access all the relevant data and will be in a format like: <email address>/token
API Token	Token obtained for your user from the Zendesk Admin Center interface at Apps and integrations > APIs > Zendesk APIs
Export Folder	The local folder where the CSV files will be exported to
Data	Chose to export your Tickets, Articles or both
Chunk Size	The number of tickets to export per sub folder. Related comments and attachments will be also exported in the same sub folder.

Click OK to proceed with the export using the information provided while progress is displayed within the dialogue window. You can click Cancel at any time to abort the process.

On completion, the data will be exported into individual CSV files, for example :

The next step is to import the data from these CSV files into your target platform instance. The Precision Bridge project templates accessed from File->New From Template ->CSV to Service Now can be used for migrating organisational and ticket data. Note that on creating a project from one of these templates. the root directory for the source connection (CSV) will need to be set to the root directory where the export was written. For the Incidents project, the external lookup connection should be set to the same folder.

Where there are multiple chunks from the export, the Incident project will need to be run multiple times, with the source root folder being set to a chunk folder to access the ticket records in that chunk.