Considering a switch from Zendesk to Crisp? Awesome! We're more than happy to help you with this guide that will let you understand the key steps for your migration.

Things you should know 📚

Ticketing is an old fashioned way of dealing with customer support

As you know, Zendesk is known for his ticketing software -- It's a whole platform that now does much more than ticketing.

Even though ticketing has been a good way to deal with customer support, it's not adapted to the world we're living in anymore. People are starving for real-time interactions, multichannel communications, and more than ever, real human relationship.

That's why in Crisp, you'll never find any mention of a ticket.

⚠️ Note: Most of the companies have been dealing with ticketing software the wrong way. They used to have a ticketing system that could be used as a project management software too. That is a mistake. These tools have to be different and that's what we promote at Crisp.

We have a different approach to customer support

Zendesk treats all in-app conversations the same. Customers can start a conversation whether someone is available or not - and hear back in 1-2 minutes, 1-2 hours or 1-2 days. There's no real difference between a live chat and a conversation lasting for multiple days. Zendesk offers the ability to create a conversation every time a customer come back.

At Crisp, we centralize every conversation into one unique thread. We think it's much more easier for agents to look at previous conversations and search for the right informations without the hassle to look for the right conversation.

Crisp has an open platform policy

As you know, Zendesk offers a small part of his own API. At Crisp, you can enjoy an exhaustive API that contains every route that we use to serve Crisp to our customers. Therefore, you'll be able to build powerful integrations and go even further thanks to our JS SDK for front-end interactions.

Understand the features 🧐

Not many terminology remains the same between Zendesk and Crisp. If you've been using Zendesk Suite that offers Live chat and multiple other channels, Crisp does the same, except for the phone calls.

However, there are some differences to be aware of, though:

Guide, Zendesk Help Center is called Helpdesk at Crisp.
Support, Zendesk ticketing system doesn't exist at Crisp as we believe ticketing system is outdated.
Talk, Zendesk phone call solution doesn't exist in Crisp yet, however it's something that is coming to the product. Note that we already offer voice message and audio and video chat, which Zendesk doesn't offer.
Explore, Zendesk analytics solution is called Analytics at Crisp.
Sales, Zendesk sales CRM is called Contact at Crisp. Note that Crisp only handles the contact part, and not deals or leads with a dedicated view for each stage of the sales cycle.

Finally, Crisp inbox allows you to centralize multiple emails address. If you'd like to forward multiple email addresses to a single inbox, that's not a problem. Check how to setup a custom email domain or How to receive emails in Crisp for more information about that.

Zendesk Suite ▶️ Crisp

If you are using Zendesk APIs to send customer data and details to the sidebar, keep in mind that you can do very similar things with Crisp.

To log custom fields (such as role, subscription_price or any other custom data that you use for your business) to Crisp, you should use the JS SDK or our REST APIs.

If you want to merge data between unknown visitors and logged in visitors, feel free to check out this article: How to restore chat sessions with a token?.

We also have native SDKs for iOS and Android.

Moving away from ticketing to messaging

At the moment, Zendesk offer multiple possibilities regarding the export of tickets or messages received through their ticketing software. At first, you have to know that data export has to be enabled on your account. To do so, you have to contact Zendesk customer support.

Once it's done, you can export data to a JSON, CSV or XML file, which is great! Note that Zendesk also offers REST API to get all your tickets and user details. You can check details about the exporting process throughout this article.

Moving away from Guide to Crisp Helpdesk

Crisp has made importing knowledge base from Zendesk really easy. What you need to give us is the URL we can access your knowledge base. That's it. Simply follow the required steps to automate knowledge base import:

Reach out to Crisp Knowledge
Click on "Actions" at the top right of the screen
Select "Import articles"
Set the url of your existing knowledge base
Let Crisp do the job 🎉

Check out more details here.

Moving away from Sales to Crisp Contacts

Crisp has made importing contact from Zendesk really easy. As explained before, you have multiple ways to export data, and import it. With a simple database extraction from your contact tabs in Zendesk, you obtain a CSV file. With this file, you simply import in Crisp Contacts.. Simply follow the steps that are listed below:

Reach out to Crisp CRM (also known as Contacts)
Click on "Actions" at the top right of the screen
Select "Import contact profiles"
Configure your import and map your CSV file
Let Crisp do the job 🎉

Another way to do it would be to use our API and build a script that would import your data from your existing backend to Crisp.
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