Zendesk → GuruSup
Zendesk to GuruSup migration
GuruSup is an omnichannel platform that plugs into the systems your business already runs on, so migrating is not a matter of swapping one ticket queue for another. Nobody has to switch Zendesk off on day one: the move happens in phases, both tools run side by side through the pilot, and you decide when each use case starts resolving on its own.
Migrate department by department, use case by use case, or all at once. GuruSup fits the way you want to do it.
Two ways to play it
Worth settling before anything moves, because a full migration is not the only option and the work looks quite different depending on which one you pick.
Side by side. GuruSup connects as a channel and your team carries on in Zendesk. You choose what gets automated; everything else runs exactly as it does today.
Full replacement. GuruSup takes over the channels and the inbox, with its own agents, metrics and escalation. The route to take when the point is to stop paying for two systems.
You can start with the first. Most teams run side by side first and decide on the full move once the pilot has produced numbers.
What comes with you, and what stays
Migrating is not dumping one database into another. What moves across is the knowledge and the procedures your team resolves with today — the raw material your agents are built from.
The knowledge comes with you. Help centre articles and team macros become the first place your agents look for an answer.
So does the judgement. Return policies, deadlines and exceptions turn into business rules the agent applies.
History stays put. Closed tickets remain in Zendesk. Nothing has to be moved for the service to keep running while both tools coexist.
Keeping the service standing
Every support lead has the same fair worry: that customers will feel the change. The order of work is designed so they do not.
Draft mode first. The agent writes and a person approves before anything is sent. Nothing goes out unreviewed until you say so.
One use case at a time. The pilot runs on a single case with real volume and measurable resolution, not across the whole operation.
Reversible. If a use case is not working, switch it off and it falls back to the old flow without disturbing anything else.
How you will know it worked
A change like this is justified with numbers, not impressions. These are the ones worth baselining before you start so there is something to compare against.
Actual resolution. How many conversations close without a person, not how many the system touched.
Time. Average first response and resolution time, before and after.
Satisfaction and load. Satisfaction by channel and agent, and how much volume stops reaching your team at all.
How the migration is phased
Connect
We wire up the channels and the systems the first use cases depend on: CRM, ERP, ecommerce or Zendesk itself.
Controlled pilot
One use case with real volume, replies kept in draft, and someone from customer success alongside you.
Go live
What has been validated switches to automatic. We expand to three or four priority agents rather than covering everything at once.
Measure
We review resolution, timing and satisfaction, and decide which use case goes next.
What we need from your technical team
Less than people usually fear. Connecting Zendesk takes a subdomain and an authorisation from your own account, revocable whenever you want. What does need someone from IT is access to the systems the agent will read from or act on, with the permissions and scope you sign off.
Agents are configured from the platform without a technical profile. Bespoke integrations and the more involved processes are handled with our team alongside you. All GuruSup infrastructure is hosted in the European Union.
Before and after
Why move your customer support to GuruSup?
What changes in your operation once the migration is complete. How far it goes depends on your channels, the systems you connect and the features you take on.
| Capacidad | With GuruSup | With Zendesk today |
|---|---|---|
| Company size | Mid-market and enterprise, where processes are spread across several systems and departments. | Serves everything from small teams to large accounts, with cost climbing as the team grows. |
| Ticket volume | Built for high volume: thousands of queries a month, the repetitive ones resolved without a person and peaks absorbed without hiring. | Volume is absorbed with more agents, or with longer waits for the customer. |
| Pricing model | Priced on conversation volume. Growing the team does not make the tool more expensive. | Per agent and per plan tier, plus consumption on the AI features. |
| What the AI does | Resolves the query and carries out the whole action in your systems, right through to confirming it to the customer. | Answers from the knowledge base; acting inside your ERP calls for custom development. |
| Business systems | API connections to CRM, ERP and internal tools, with hands-on support for the bespoke ones. | API connections and marketplace apps, with technical work on your side for each process. |
| Channels | An omnichannel platform that also automates your processes: the conversation arrives on any channel and the action runs in your systems. | An omnichannel platform, with the advanced automation concentrated in messaging and email. |
| Knowledge | Brings together what each department knows and captures the team's own experience through automated interviews. | Its own knowledge base, maintained by hand and separate from the rest of your systems. |
| Control over the change | Start in draft, automate only what has been validated, and switch a single use case off without touching the rest. | Flows and authorised actions defined against the product's own logic. |
| Getting started | Phased and guided, with someone from customer success through setup and the pilot. | Self-serve, with partners or professional services for anything involved. |
We will build the migration plan around your numbers
In a 20-minute demo we look at your volume, your channels and your systems, then tell you which use case we would start with and what to expect from the pilot.
Browse all integrationsGuides you might find useful
GuruSup + Zendesk integration
How GuruSup connects as a Zendesk channel, what the agent does inside the ticket and how you choose which conversations get automated.