Zendesk migration
Summarise with AI
Jira Service Management-to-Zendesk migration: for teams going customer-facing.
Most teams we move off JSM started internal, in IT, ops or internal services, and now need customer-facing support. Zendesk is built for that. We translate issue types into ticket forms, projects into brands or groups, and queues into skills-based routing.
- Jira Software stays, linked both ways
- Full history: issues, comments, fields
- No downtime at cutover
- Fixed price, live in 5 to 6 weeks
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Jira
Zendesk
- Issues and commentsTickets
- Issue typesTicket forms
- ProjectsBrands or groups
- QueuesSkills-based routing
- SLA goalsSLA policies
- Portal and Confluence pagesHelp centre
Our customers
Trusted by 150+ support teams to move to Zendesk
From one inbox to three markets, teams who moved to Zendesk with us say it went smoothly. Here is what they say.
“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQ
After the migration
Engineering stays in Jira. Customers get Zendesk.
Jira
Stays for engineering
Jira Software, where your engineers already work.
- Bugs reach engineering with the right context.
- Triage designed so they aren’t spammed.
- Engineering status flows back to the ticket.
Zendesk
Becomes customer support
Built for customers, not engineering tickets.
- Ticket forms, SLAs and routing for customers.
- Agents create and link Jira issues from a ticket.
- Customers see status updates as engineering moves.
The decisions we walk through with you
- Issue types → ticket forms
- Projects → brands or groups
- What escalates to Jira
- Marketplace apps to keep
How a migration runs
Checked by a person, at every step.
- Step 1
Map
Issue types, projects and queues remapped deliberately to Zendesk’s structure.
You getA mapping you sign off.
- Step 2
Test migration
A sample of your issues moved first, for your team to check in Zendesk.
You getNo surprises on the day.
- Step 3
Migrate and cut over
The full move, then a final sync of anything new, so support never stops.
You getNo downtime.
- Step 4
Validate
Counts and samples checked against JSM, and the Jira link tested both ways.
You getProof nothing was lost.
Questions
Jira Service Management to Zendesk, answered
- What kind of teams migrate from Jira Service Management to Zendesk?
Mostly teams that started internal IT, ops, and internal services and now need customer-facing support. JSM was built for engineering ticketing within an Atlassian environment; Zendesk is built for customer-facing CX. When you add external customers to a JSM instance, the friction shows fast.
- How does JSM’s structure translate into Zendesk?
Issue types → ticket forms. Projects → brands or groups. Queues → skills-based routing. It’s a direct conceptual translation, but requires deliberate remapping. You can’t do a straight data export and expect Zendesk to interpret JSM’s structure correctly.
- Can we keep Jira Software for bug tracking while using Zendesk for support?
Yes, bidirectional Jira ↔ Zendesk integration. Agents create and link Jira issues directly from Zendesk tickets. Customer-visible status updates pull from Jira. Bug triage workflows are designed to give engineering the right context without spamming them. Atlassian Marketplace integrations are preserved.
- How long does a Jira Service Management to Zendesk migration take?
5–6 weeks. JSM’s data model is more developer-oriented, so field mapping and workflow redesign take longer than helpdesk-to-helpdesk migrations. Atlassian Marketplace integrations you want to keep are preserved in the migration plan.
Other migration paths
Moving from somewhere else?
Salesforce Service Cloud to Zendesk
Redesigned, not lifted and shifted: over-customised routing gets simpler on the way.
Zendesk to Zendesk
Two instances merged into one, with multi-brand done properly.
All migration paths
Seven paths into Zendesk, and the help centre on its own.
Book a call
Ready to move from JSM to Zendesk?
We’ll map your issue types, queues and customer-facing workflows, and show how they translate into Zendesk before we scope anything.
You will get a calendar invite with a video link straight away.
- A call about your JSM setup and your customers.
- The migration and the Jira link scoped.
- A fixed price and a written plan.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
