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5 hours ago
Hi,
We have a plan to migrate Zendesk to ServiceNow and I have never done from scratch, so please provide some inputs like what all I need to consider while implementing.
Currently ZenDesk using these features and need to implement the same in ServicENow
1. Email to Incident creation.
2. Macros - Templates/Quick Responses option
3. Reporting & Dashboards - Performance Analytics / standard reporting.?
4. SLAs, assignment rules, business rules, workflows are native in ServiceNow.
5. Alerts/notifications possible (Slack, OpsGenie via webhooks).
6. Knowledge Base/Help Center - Help Center with AI search
7. Zendesk- Jira integration for engineering tickets.
Regards,
Shri
Solved! Go to Solution.
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Incident Management
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49m ago
Hi @shri85
A quick piece of advice: Don’t try to start or open all these action items at once. Take a step-by-step approach. Begin by asking your business stakeholders what their priorities are, and then focus on those first.
What you mentioned relates to internal activities that need to be aligned with foundational data — but before anything else, I strongly recommend starting with:
-
Feature mapping
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Form mapping
-
Data mapping
This will give you a clear understanding of how the transition should be structured.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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4 hours ago
@shri85 ,
check this out -
https://zendesk-export.com/zendesk-to-servicenow-migration/
If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/
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2 hours ago
I need step by step guide
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2 hours ago
Hi @shri85
When planning a Zendesk to ServiceNow migration, the right approach depends on what you need to move—tickets, users, knowledge base content, or all of it. Your use case will also influence whether you go with a manual process, native tools, or a third-party solution.
To prepare your ServiceNow instance:
- Set up the security_admin role
User menu → Elevate Roles → security_admin → OK - Enable “can create” permissions
System Definition → Tables → select table → Access Controls → New → set to Create → define table key → Submit - Create custom fields
Any form → Configure → Form Layout → add new field → Save - Set up user profiles
User Administration → Users → New → fill in details → Submit - Create groups
User Administration → Groups → New → fill in info → unlock → assign application role → Save
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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2 hours ago
Atul we are not integrating from Zendesk to ServiceNow, we are completly migrating to ServiceNow and in future will disable Zendesk, currently what features they are using in Zendesk same needs to be implement in servicenow and later will stop using Zendesk.
