Zendesk to Jira Service Management migration for enterprise support teams
We map fields, migrate data, and rebuild workflows so agents keep working.
you can trust our experts
Zendesk to JSM migration handled by specialists
We migrate your tickets, forms, SLAs, and knowledge
Migration tasks we handle
Inventory data, volumes, fields, SLAs, Guide structure.
- Includes: export review, API/ratelimit checks, risk register.
- You provide: admin access, sample exports, key stakeholders.
Field/entity mapping; JSM project templates; portal/KB IA.
- Includes: mapping spec, solution design, migration runbook.
- You provide: sign-off on mappings, approvers for scope changes.
Scoped dataset to sandbox; validate with agents.
- Includes: pilot load, test scripts, defects/issues log.
- You provide: UAT reviewers, acceptance criteria.
SLAs, queues, forms, automations, permissions.
- Includes: configuration, documentation, change notes.
- You provide: business rules, canned responses, approval matrix.
Final delta, switch links/DNS, comms, training.
- Includes: execution checklist, rollback plan, go-live support.
- You provide: comms owner, training attendees, freeze window.
Post-go-live fixes, reports, admin training.
- Includes: issue burn-down, admin handover, ops guide.
- You provide: named admins, feedback on open items.
Tell us about your Zendesk setup and timelines
Book your Zendesk to JSM migration consultation
Book a consultation
We will reply in 24 hours with detailed information. Our expert will invite you for a meeting (or e-mail you) to determine the exact scope of your needs.
Call our consultant
Katarzyna Dorosz-Żurkowska
Head of Atlassian Services
Our consultant is at your disposal for any additional questions.
FAQ – Zendesk to Jira Service Management migration
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Can you migrate full ticket history, including private notes and attachments?
Yes. We migrate public replies, internal notes, attachments, timestamps, events, and users.
Where Zendesk APIs limit certain fields, we provide a reconciliation report and mapped alternatives. -
Do SLAs, forms, and automations migrate 1:1?
SLAs and automations must be rebuilt in JSM because the engines differ, but we recreate equivalent rules, goals, pause logic, and queues.
Forms and request types can match the current intake in structure and logic. -
What happens to Zendesk organizations, groups, and end users?
We map them to Jira customers, organizations, and agent roles.
SSO, SCIM, and email identities can be rebuilt to keep login behaviour consistent. -
Can you migrate Zendesk Guide to Confluence?
Yes. Articles, hierarchy, attachments, authors, and timestamps migrate cleanly.
We add labels, templates, and redirects so existing portal links continue to work. -
Can you support multi-brand setups?
Yes. We map brands to multiple JSM projects, portals, and Confluence spaces.
We also replicate branding, categories, and domain settings as needed. -
How do you minimize downtime during cutover?
Yes. We work with regulated industries, handle PII, set region-aligned data residency, and document permissions and retention settings.
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Do you support large enterprise or regulated environments?
We handle readiness assessment, rollout planning, configuration, governance setup, and training. You get a measurable ROI framework and continuous optimization after go-live.
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Can agents keep working during the migration?
Yes. Agents work normally while we load the initial data.
Only the final cutover window is frozen – usually a few hours. -
Do you have security/compliance documentation we can use for vendor due diligence (audits, certifications, privacy)?
Yes. Deviniti’s Trust Center provides downloadable security and compliance documentation for vendor due diligence, including:
- ISO/IEC 27001 certificate (ISMS)
- ISO/IEC 27017 certificate (cloud security controls guidance)
- SOC 2 Type 1 report
- Privacy & Security Overview
- CAIQ Lite – Apps (Cloud Security Alliance questionnaire)
- Cloud Hosting Locations & Data Residency Options
- Information Security Policy (AUP)
For GDPR due diligence, Deviniti provides a Data Processing Agreement (DPA) under GDPR Article 28. As a general rule, personal data processing takes place within the EU/EEA. Where international transfers are necessary, Deviniti uses lawful transfer mechanisms (e.g., EU adequacy decisions and Standard Contractual Clauses) with additional safeguards. For products that support it, you can also choose service delivery exclusively via infrastructure located in the EEA.