IBAM Solutions

CX Migration Tool · Dynamics 365 → Zendesk

Migrate from Dynamics 365 to Zendesk

Move your customer service history from Microsoft Dynamics 365 to Zendesk — cases, contacts, accounts, attachments and notes — with zero data loss. We handle the full migration.

Dynamics 365
Dynamics 365
Zendesk
Zendesk
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Zendesk Technology Qualified Partner

How it works

From Dynamics 365 to Zendesk in four steps.

Source platform

Tickets, contacts, attachments and notes — all migrated.

IBAM CX Migration Tool

We handle it. You verify it.

1

Connect & map

Read-only

2

Demo migration

Free sample

3

Full migration

Live portal

4

Reconciliation

Zero data loss

Zendesk

✓All data intact
✓Metadata preserved
✓Ready to use

Why teams move

Why move from Dynamics 365 to Zendesk?

Purpose-built for support

Zendesk is built specifically for customer service — not bolted onto a CRM. Agents get faster, cleaner workflows out of the box.

Lower total cost

Zendesk's transparent per-agent pricing is typically far lower than Dynamics 365 Customer Service licensing once implementation costs are included.

Faster time to value

Zendesk can be configured and deployed in days, not months — no heavy IT involvement or consultant-led customisation required.

What's included

Every case. Every contact. Nothing left behind.

We migrate all Dynamics 365 Customer Service data to Zendesk — with every field mapped correctly from day one.

Tickets & conversations

  • Case ID, subject, status, priority
  • Case type and category
  • Tags and custom fields
  • Assigned agent and team
  • Public emails and internal notes
  • Attachments and inline images
  • Created, updated and resolved timestamps
  • SLA metadata

Contacts & organisations

  • Contacts and accounts
  • Organizations and companies
  • Custom contact and account fields

Knowledge base

  • Knowledge articles
  • Categories and sections
  • Formatting and attachments

Known limitations

Common issues — and how we handle them.

Case IDs change

Zendesk assigns new ticket IDs. We store the original Dynamics case ID as a custom field so your team can always cross-reference.

Dynamics workflows vs Zendesk automations

Dynamics workflows and business rules cannot be transferred directly. We document your existing logic and help you recreate it in Zendesk.

Account hierarchy

Dynamics' parent/child account structures are flattened to Zendesk organizations. We map the relationship before migration starts.

Custom entities

Custom Dynamics entities outside standard cases and contacts require additional mapping. We identify these upfront.

FAQ

Common questions.

How long does a Dynamics 365 to Zendesk migration take?

Most migrations complete in 3–7 days depending on case volume and custom field complexity. We start with a free demo migration.

What access do you need to our Dynamics environment?

Read-only API access via a service account is sufficient. We never need admin credentials or write access.

Can knowledge articles be migrated?

Yes — Dynamics knowledge articles can be migrated to Zendesk Guide, preserving formatting and attachments. Zendesk Guide must be enabled on your plan.

Will custom fields be preserved?

Yes. All custom fields are mapped and validated before migration starts. We review the mapping with you so nothing is lost.

Ready to migrate from Dynamics 365 to Zendesk?

Start with a free demo migration — no commitment, no data risk.

Contact us →