# Import from Zendesk - Docs

> Zendesk import is in **beta**. Shared prerequisites and import behavior are covered in [Import historical tickets](/docs/support/imports.md).

You can migrate your existing Zendesk Support history to PostHog. By migrating, you can access your original ZenDesk conversation threads, tags, attachments, and timestamps.

## Zendesk credentials

In addition to the [shared import prerequisites](/docs/support/imports.md#prerequisites), you need:

-   **Subdomain** – e.g. `acme` from `acme.zendesk.com` (full URLs are accepted)
-   **Agent email** – the email address tied to the API token
-   **API token** – with ticket read access

## How to run an import

1.  Go to **Project settings → Support → Imports**
2.  Select **Zendesk**
3.  Enter your subdomain, agent email, and API token
4.  Optionally select a [default inbox](/docs/support/imports.md#prerequisites)
5.  Click **Start import**

The API token and agent email are encrypted and never shown again after submission. To start a new import you must re-enter them. The subdomain is shown so you know which Zendesk account was used.

## What gets imported

For each Zendesk ticket:

| Item | Details |
| --- | --- |
| Metadata | subject, status, and priority (see mapping tables below) |
| Tags | Zendesk tags appear as Support tags. Names are normalized and truncated to 255 characters; empty tags are dropped. Re-import does not update tags on already-imported tickets |
| Full message thread | public replies and internal notes |
| Attachments | images embedded in the thread; other files linked. Files over 20 MiB are skipped. |
| Customer identity | requester name and email |
| Original timestamps | ticket and message created_at / updated_at |
| Zendesk ticket ID | stored on the ticket and shown in the sidebar |

### Status mapping

| Zendesk | PostHog Support |
| --- | --- |
| new | New |
| open | Open |
| pending | Pending |
| hold | On hold |
| solved, closed | Resolved |

### Priority mapping

| Zendesk | PostHog Support |
| --- | --- |
| low | Low |
| normal | Medium |
| high, urgent | High |

### Inbox routing

Tickets route to the email channel matching the original Zendesk recipient address. Unmatched tickets use the default inbox selected at import time.

## What does not get imported

-   Assignees, groups, or Zendesk organizations
-   Custom fields or CSAT scores

## Limitations

**Ticket counts:** The imported total may be lower than Zendesk's latest ticket number. Zendesk numbers include deleted tickets and gaps; the export API only returns tickets Zendesk still exposes. Permanently deleted tickets (past retention), archived tickets, and some AI agent tickets may be omitted.

**Attachments:** Oversized files are skipped; the message is still imported.

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