Help Scout is a trusted support tool for small teams, valued for its clean interface and simplicity. It’s a great place to start if you’re managing a modest volume of support tickets through a shared inbox.
But as your team grows or as customer expectations evolve, you may find yourself needing more: more channels, more automation, more visibility. That’s where Zendesk comes in.
In this article, we’ll explore the common reasons businesses switch from Help Scout to Zendesk and walk you through how to migrate your data smoothly using Help Desk Migration.
Why do companies move from Help Scout to Zendesk?
Many businesses begin with Help Scout because of its ease of use. However, over time, needs change. Ticket volume increases, your customer base diversifies, and your team expands. Eventually, what once felt streamlined may begin to feel restrictive.
That’s when companies start to look for a more powerful platform, and Zendesk often becomes the next logical step.
How does Zendesk handle multichannel support better?
One of the first signs you’ve outgrown Help Scout is when your customers start reaching out on more than just email and chat. Zendesk brings together email, chat, voice, social media, and messaging channels into one cohesive interface. Agents don’t need to jump between tools—they can respond from one unified workspace.
In comparison, Help Scout offers limited multichannel options. For businesses that want to meet customers wherever they are, Zendesk provides the flexibility and structure needed to do just that.
What automation tools does Zendesk offer?
With growth comes complexity, and automation becomes essential. Zendesk includes powerful tools like triggers, automations, and macros to manage high volumes of tickets, route requests to the right agents, and standardize replies.
While Help Scout includes some automation, its capabilities are designed more for simplicity than scalability. Teams that require advanced workflows and cross-department coordination will find Zendesk much more capable.
Can Zendesk deliver better reporting?
Understanding your support performance is key to continuous improvement. Zendesk Explore offers real-time dashboards, customizable reports, and filters that provide deeper insights into agent activity, customer satisfaction, and operational efficiency.
By contrast, Help Scout’s reporting is basic and often lacks the flexibility larger teams need. If your business relies on data to drive decisions, Zendesk offers a significant upgrade.
What kind of AI and self-service tools does Zendesk provide?
Customers often prefer solving problems themselves—if they can. Zendesk’s AI features help with that. Answer bots, article suggestions, and intelligent ticket routing reduce repetitive tasks and improve time to resolution.
Help Scout includes self-service through its Beacon widget, but it lacks advanced AI capabilities. Zendesk empowers teams to deliver faster, smarter service using automation where it matters most.
How does Zendesk manage teams and permissions?
As support operations become more complex, it’s critical to control who can access what. Zendesk provides granular roles and permissions so you can manage teams across regions, languages, or product lines.
Help Scout supports basic role functionality, but organizations with layered team structures usually benefit from the increased control Zendesk offers.
What should you consider before migrating?
Migrating from one help desk platform to another can seem daunting, but with the right planning, it’s a smooth process. Before you begin the migration from Help Scout to Zendesk, here are a few factors to keep in mind:
- What specific data do you want to migrate (e.g., tickets, contacts, custom fields)?
- Will you need to replicate any workflows or automations from Help Scout in Zendesk?
- Are there any integrations or third-party tools that need to be set up in Zendesk?
- What is your timeline for migration, and how will you handle the transition for your team?
Considering these aspects will help ensure a smooth and effective migration process.
How can you migrate from Help Scout to Zendesk?
Migrating from Help Scout to Zendesk involves transferring your historical data, including tickets, customer information, and other relevant records. The goal is to preserve your customer service history and ensure a seamless transition for your support team.
Here’s an overview of how the migration process typically works with Help Desk Migration, an automated data migration tool:
How do you connect Help Scout and Zendesk?
First, you’ll need to connect your Help Scout account and your new Zendesk instance. This typically involves using API credentials to securely link both systems. Many migration tools and services simplify this process, allowing you to transfer data automatically.
How do you map data between the platforms?
The next step is to map the data fields between Help Scout and Zendesk. For example, you’ll need to match ticket statuses, agent assignments, tags, custom fields, and other metadata to ensure your data is correctly placed in Zendesk.
This mapping step is crucial for maintaining consistency between the two platforms and ensuring that all your customer interactions are accurately transferred.
What is a Demo Migration?
Running a demo migration is a common best practice. It allows you to transfer a small sample of data (such as a few tickets) to Zendesk, so you can check for any issues or discrepancies. By reviewing this demo migration, you can ensure that the data will appear correctly in your new system before performing the full migration.
How do you launch the Full Migration?
Once you’re confident that the demo migration looks good, you can proceed with the full migration. Many businesses choose to migrate their data during off-peak hours to minimize any impact on customer support operations.
What if new tickets come in after you migrate?
After the initial migration, you may want to transfer any new tickets or updates that occurred between the demo migration and the final migration. Help Desk Migration offers a “delta migration,” which transfers only the new or updated data since the initial transfer, ensuring that your Zendesk account stays current.
Why choose an automated migration tool?
Although it’s possible to manually export and import data, using an automated migration tool offers several advantages. These tools help ensure that the process is faster, more accurate, and less prone to errors.
Some benefits of using an automated tool include:
- Reduced risk of data loss: Automated migration tools help ensure that all your ticket data, customer information, and attachments are accurately transferred.
- Time-saving: The migration process is typically quicker with automation, as it reduces the need for manual intervention.
- Ease of use: These tools are designed to simplify the migration process, even for teams with limited technical experience.
What happens after the migration?
Once your data is in Zendesk, your support team will need to adjust to the new system. The next steps typically include:
- Rebuilding workflows: Use Zendesk’s triggers, automations, and macros to replicate or improve upon the workflows you used in Help Scout.
- Setting up roles and permissions: Configure agent roles, groups, and ticket views to align with your new team structure.
- Training your team: Zendesk’s user interface and features may differ from Help Scout, so providing training or resources to your agents will help them adjust more quickly.
- Connecting channels: Set up any additional channels, such as live chat, messaging apps, or social media, to take full advantage of Zendesk’s omnichannel capabilities.
