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Import from Salesforce, ServiceNow, Zammad, Kayako, LiveAgent or osTicket

Connect Salesforce Service Cloud, ServiceNow, Zammad, Kayako or LiveAgent, or upload an osTicket export, and bring your tickets over.

4 min read Beta

This feature is still being built. Some steps or screens may change.

These sources use the same import page and steps as every other source: connect, estimate, dry run, full import. The import only reads from the old system.

The steps

  1. Open Admin Center, Integrations, Import and pick the source.
  2. Fill in the connection details below, choose Save, then Test connection.
  3. Choose Estimate volume, run a Dry run and read its report.
  4. Run the Full import.
  5. Check the counts with Reconcile: the number of records in the source next to the number in ChaosDesk.

Salesforce Service Cloud

You need:

  • your My Domain address, for example yourcompany.my.salesforce.com;
  • a connected app with the api OAuth scope and the client credentials flow turned on. Enter its consumer key and secret;
  • a run-as user for that app who can view all users, accounts, contacts, cases, case comments and email messages (a system administrator, or a profile with “View All Data”).

What comes over: queues (as groups), users (as agents), accounts (as organizations), contacts, and cases with their emails and case comments. The case number is kept.

Rebuild by hand: assignment and escalation rules, entitlements, milestones and flows. For Salesforce Knowledge, import the public knowledge base pages.

Salesforce counts API calls per day by edition. Each page of up to 2,000 records is one call.

ServiceNow

You need: your instance name (the part before .service-now.com), and the user name and password of an integration user. A “web service access only” user is best. It needs read access to incidents, users, groups, group members, companies and journal entries.

What comes over: active assignment groups (as groups), users (members of an assignment group become agents, everyone else end users), companies, and incidents with their comments (public) and work notes (private).

Not imported: business rules, assignment rules, SLAs, workflows, and other task tables such as requests, problems and changes.

Zammad

You need: your Zammad address (hosted or self-hosted) and an access token (Avatar, Profile, Token Access) of an admin who can read users, groups, organizations and every group’s tickets.

What comes over: groups, organizations, users (with their Admin, Agent or customer role), and tickets with their articles, tags and attachments. Automatic system messages are left out.

Rebuild by hand: triggers, schedulers, SLAs and macros.

Kayako

You need: your Kayako subdomain (cloud Kayako), and the email and password of an admin. Kayako has no API keys, so create a dedicated admin account without two-factor sign-in for the import and remove it afterwards.

What comes over: teams (as groups), organizations, users (owners and admins become admins), and cases with their messages, notes and attachments.

Rebuild by hand: triggers, monitors, SLAs and macros.

LiveAgent

You need: your LiveAgent account (the part before .ladesk.com, or your own domain) and an API v3 key with read access (Configuration, System, API).

What comes over: departments (as groups), agents, companies, contacts, and tickets with their messages and internal notes.

Not imported: rules, SLA levels, canned messages, and file attachments of messages.

osTicket

osTicket has no API to read tickets, so you export the data on your osTicket server and upload the file.

  1. Download the osTicket export script. It only reads your osTicket database and works with osTicket 1.14 to 1.18.
  2. Copy it into your osTicket folder, next to the include folder.
  3. On the server, run php osticket-export.php > osticket.json.
  4. In ChaosDesk, pick osTicket on the import page and upload osticket.json (at most 20 MB).
  5. Check the counts it shows, then run a Dry run or the Import.

What comes over: departments (as groups), staff (as agents), organizations, users, and tickets with their messages, responses and internal notes. Ticket numbers are kept.

Not exported: filters, SLA plans, canned responses, custom forms and attachments. To bring later changes over, upload a newer export. Nothing is duplicated.

Help centres

None of these sources imports a knowledge base through the API. If yours is public, import it from its website.

Salesforce, ServiceNow, Zammad, Kayako, LiveAgent and osTicket are trademarks of their owners. ChaosDesk is not affiliated with them.

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