Migrate from Zendesk to Resolve
Most Zendesk migrations are driven by cost and complexity: the seat-plus-add-on-plus-per-resolution stack, and the support-ops team it takes to run it. This migration is designed to be safe and quick: your Guide content comes over first so Reva resolves immediately, you validate in shadow mode, and you retire the admin overhead as you go.
What the migration moves
- Guide articles become Reva's grounding content.
- Tickets and users via the Zendesk API or CSV, so recent history comes along.
- Macros converted into knowledge Reva can reuse instead of static canned replies.
What Reva does after you migrate
- Resolves from your imported Guide articles on day one, no 1,000-ticket cold start.
- Replaces the paid AI add-on tier with real, included resolution and citations.
- Replaces support-ops configuration with plain-language routing, SLAs, tone, and a confidence dial.
One design principle runs through every integration: ground or refuse. Reva only acts on data it actually retrieved, business math is computed in code rather than written by the model, and anything risky, moving money, changing an account, an angry customer, routes to a human decision card instead of an autonomous action.
Setup, in plain language
- Connect Zendesk in Settings, then Integrations, and import Guide articles plus recent tickets.
- Turn on shadow mode for a week so Reva drafts without sending.
- Review verified resolution and reopen numbers, then move email and forms.
- Switch the chat widget last, once the numbers hold.
A real use case
A team tired of the add-on stack imports their Zendesk Guide, runs Resolve in shadow for a week, and confirms a verified resolution rate that beats their included Zendesk AI, at a flat price with no per-resolution charge. They cut email over, keep Zendesk reachable for a few days, then switch the widget and stand down the support-ops overhead.
Frequently asked
Do I have to move every archived ticket?
No. Start with Guide articles plus the recent window. Older tickets are useful as KB training material, but you do not need the full archive to go live.
Will my macros carry over?
Yes, as knowledge Reva can ground on and improve, rather than static canned replies that go stale.
How do I avoid downtime?
Run in parallel. Migrate email and forms first, keep Zendesk chat live, and switch the widget only once your resolution and reopen numbers hold.