# Importing data from Zendesk

> Kustomer offers an automated import tool that connects to your Zendesk account to import your historical data into our platform.

Source: https://help.kustomer.com/en_us/import-data-from-zendesk-HygpFcoXF

Last updated: 2026-04-29T14:33:23.934Z

Kustomer provides an automated import tool that connects to your Zendesk account and imports historical data into Kustomer. This tool converts Zendesk tickets, tags, users, and groups into conversations and related records.

This article explains how to use the Data Import tool and complete each step in the import process.

### In this article

*   [Prerequisites](#prerequisites)
*   [Access and permissions](#access-and-permissions)
*   [Understanding the import process](#import)
*   [Connect to Zendesk](#connect)
*   [Using the import wizard](#import-wizard)
    *   [Preparing data](#preparing)
    *   [Configuring imports](#configuring)
    *   [Setting filters](#filters)
    *   [Running a test import](#test-import)
    *   [Run a full import](#full-import)
*   [Importing new data](#new-data)
*   [Reviewing imported result](#imported-results)

### Prerequisites

*   Zendesk account with administrator permissions.
*   Zendesk API token enabled. See Zendesk documentation for generating an API token.

### Access and permissions

*   Required role: Admin in Kustomer.
*   You must maintain active Zendesk access during the entire import process.

### Understanding the import process

The import wizard guides you through each step of the migration:

*   **Prepare**: Connect your Zendesk account and review recommendations.
*   **Configure import**: Define import settings and naming.
*   **Set filters**: Limit which tickets to import.
*   **Run a test import**: Validate results with a small dataset.
*   **Run a full import**: Import up to 500,000 tickets.

Tickets import from newest to oldest based on the last updated date. A full import can take up to 2 weeks, depending on volume.

After the full import completes, you can run additional imports to capture new Zendesk data.

If you set a date range, only tickets within that range import. If no date range is set, the system imports all available tickets (up to 500,000). Imports always start with the most recently updated tickets.

Subsequent imports:

*   Start where the previous import ended.
*   End at the time the new import begins.

### Connect to Zendesk

To connect your Zendesk account:

1.  In the left navigation panel, click **Settings**.
2.  Under **Administration**, click **Data Import**.
3.  Click **Add Import**.
4.  Select **Zendesk**.
5.  Click **Next**.
6.  On the _Connect to Zendesk_screen, enter:
    *   Zendesk subdomain
    *   Username
    *   API token
7.  Click **Connect to Zendesk**.

After validation completes, click **Begin Configuration**.

### Using the import wizard

This section walks through each step of the import process in greater detail.

#### Preparing data

Review the recommendations before starting:

*   Allow enough time. Large imports can take weeks.
*   Decide which data to import. Smaller imports complete faster.
*   Keep Zendesk access active during the import.
*   Review automations:
    *   Disable workflows that should not run on imported data, or
    *   Add conditions to exclude conversations with an `importedAt` field.

#### Configuring imports

Set the import name and define how data maps into Kustomer.

*   You can rename the import.
*   Configure how tags and statuses convert.

Imported users and teams are created as deactivated.

*   Conversations route to the **Default queue** initially.
*   Open conversations reassign to active users if routing is configured.
*   Closed conversations remain assigned to deactivated users.

Activate users later in **User Management** to enable routing.

### Setting filters

Filters help reduce volume and focus on more relevant data. 

Use filters to: 

*   Select a date range or import all history.
*   Exclude tickets from specific email addresses.
*   Filter by tags (if tag import is enabled).

### Running a test import

Run a small test before the full import. Tests stop after 100 tickets, or 5 minutes.

To run the test:

1.  Review the import summary.
2.  Click **Start Test Import**.

You can close the app during the import. Kustomer will notify you by email when it completes.

Review results before proceeding with the option to run multiple tests if needed.

### Running a full import

After validating your settings, click **Start Full Import**.

A full import will:

*   Import up to 500,000 tickets.
*   Process data from newest to oldest.
*   Run in the background.

As with testing imports, Kustomer will notify you by email when the import completes.

### Importing new data

After the full import, run additional imports to capture new Zendesk data and catch up with data as you finalize your transition.

To import new data:

1.  In the left navigation panel, click **Settings**.
2.  Under **Administration**, click **Data Import**.
3.  Locate your previous import.
4.  Click the **More** icon.
5.  Select **Import New Data**.

This import:

*   Uses the same settings.
*   Continues from the last import point.

Repeat as needed while Zendesk remains active.

### Reviewing imported results

You receive an email when a test or full import completes.

To view results in Kustomer:

1.  Go to **Settings** > **Administration** > **Data Import**.
2.  Hover over the import status.
3.  Click the results link.

The results page shows:

*   Total imported data
*   Links to conversations, users, and teams