ZenDesk to ServiceNow Migration from scratch

shri85 · ‎10-08-2025

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

Dr Atul G- LNG · ‎10-08-2025

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
Form mapping
Data mapping

This will give you a clear understanding of how the transition should be structured.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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gkakulavara · 2 weeks ago

Hi Shri,

We are in a similar situation currently. How did it go for you? Appreciate your insights and want to know how difficult it is to do this, as we have 15 years' worth of tickets.