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Frequently asked questions

How do I migrate from Zendesk to LiveAgent?

LiveAgent's migration team handles the Zendesk to LiveAgent migration for free. The process: (1) start a 30-day LiveAgent trial; (2) request the migration via the support team; (3) the team imports your tickets, customer records, knowledge base (Help Center) articles, and conversation history from Zendesk; (4) you verify the data and complete the cutover. Zendesk keeps handling live support until you redirect channels to LiveAgent.

What data is migrated from Zendesk to LiveAgent?

The standard Zendesk to LiveAgent migration imports tickets and ticket history, customer and organization records, email/chat/social conversation history, Help Center articles, agent accounts, groups (mapped to LiveAgent departments), tags, and custom fields. Macros, triggers, automations, and SLA policies are recreated as LiveAgent automation rules during onboarding. The migration team confirms scope before starting.

How long does the Zendesk to LiveAgent migration take?

Most Zendesk migrations complete within a few business days. Smaller accounts (under 10,000 tickets) typically migrate in 1–2 days, while larger datasets with multi-year ticket history and extensive Help Center content may take a week or longer. The migration runs in the background while your team continues working in Zendesk, so there is no service interruption.

Is the migration from Zendesk to LiveAgent free?

Yes. The standard Zendesk to LiveAgent migration is free for customers who sign up for a paid LiveAgent plan. The migration team handles the import, verification, and cutover at no additional cost. Custom migration scenarios with unusual data structures, very large multi-brand setups, or deep custom apps may be quoted separately, but the standard import is included.

Will there be downtime during the Zendesk migration?

No. LiveAgent's Zendesk migration runs in parallel — your team keeps using Zendesk for live support while historical data is imported and LiveAgent is configured in the background. Once the data is verified, you redirect support email, chat widget, and other channels to LiveAgent. The cutover itself takes minutes.

Can I run Zendesk and LiveAgent in parallel during migration?

Yes, and that is the recommended approach. Most teams overlap their Zendesk and LiveAgent subscriptions for 2–4 weeks during migration: historical data is imported into LiveAgent, agents test the new workflow on a subset of channels, and once everyone is comfortable, full traffic moves to LiveAgent. After the cutover you can cancel Zendesk.