# Migrating from Zendesk to Tidio Section: Get Started Description: Move from Zendesk to Tidio: connect your mailboxes, channels and store, then bring over your tickets, contacts, macros and Help Center articles (as Lyro's knowledge). Verified against Tidio panel 12.304.0 Last updated: 2026-11-04 Source: https://help.tidio.com/articles/migrate-from-zendesk/ If you are planning (or have already decided) to move your customer success operations **from Zendesk to Tidio**, this guide will help with the crucial steps. Transferring all your data and integrations might not always be available with a single click of a button, but we want to make it as straightforward as possible with a helpful list covered below. For a **general comparison** of Zendesk and Tidio, please see [this resource]()\! **In this article, you will learn:** - [How to connect your mailbox(es) with Tidio]() - [How to integrate your Shopify store with Tidio]() - [How to integrate Facebook, Instagram, and WhatsApp with Tidio]() - [How to install Tidio on your website]() - [How to migrate your ticket data from Zendesk]() - [How to migrate your contacts from Zendesk]() - [How to migrate your macros from Zendesk]() - [How to import your Zendesk Help Center articles for Lyro]() ## Connecting mailboxes with Tidio In Tidio, all your email and ticketing needs are covered in **Settings \> Email**. There, you can **connect multiple external mailboxes** (Gmail, Outlook, or other) with your Tidio project, and receive all your incoming emails in your Tidio **Inbox** as tickets. ![An envelope icon representing email.]() Of course, you can connect your current Zendesk address as well, if you wish to keep using it. If you've been using any external mailbox forwarding in your Zendesk account, you can achieve the same in Tidio. You can also verify **your own domain** and set up different **sender addresses** - in the **Domains** and **Sender address** tabs of **Settings \> Email**. You can learn all about connecting your mailboxes with Tidio [in our guide here](), and find the whole setup in a nutshell in [Ticketing - a quick setup](). ## Integrating your Shopify store with Tidio If you've used Zendesk with a Shopify store, you can connect the same store with Tidio. Using our **dedicated Tidio app from the Shopify Marketplace** allows full integration, giving you access to several Shopify-exclusive features - such as viewing your customers' **order history**, automatically **importing new Tidio contacts** as customers on your store, or **recommending specific products** from your catalog while chatting. We also offer a few specialised Flows (automations) that can enhance your Shopify-related support, e.g. by offering store **discounts** or helping avoid **cart abandonment**. ![A flag icon.]() To gain access to these functionalities, you need to integrate your Tidio project with Shopify. You can find all the steps detailed in our [integration guide here](). Another useful resource is our Shopify FAQ, which you can find [here](). ## Integrating Facebook, Instagram, and WhatsApp with Tidio Tidio offers integrations with Facebook Messenger, Instagram, and WhatsApp. These allow you to receive all your incoming messages directly in Tidio, where you can respond to them quickly, all from one place. ![A puzzle piece icon representing integrations.]() The integrations are simple to implement, but require several conditions to be met. We recommend starting with your Facebook Messenger integration (which allows you to connect several different Facebook Pages), and move on to connecting Instagram and WhatsApp in further steps. You can find our **Facebook Messenger** integration guide [here](); our **Instagram** integration guide is located [here](); and the **WhatsApp** integration guide can be found [here](). ## Installing Tidio on your website If you are not using Shopify as your website platform (where we have a dedicated Tidio app for full integration, as covered earlier), there are other methods of installing Tidio on your website. These methods are different **based on the platform you're using**, whether it's WordPress, WooCommerce, Squarespace, or others; you can also install Tidio on a custom-built website, of course. ![The Tidio logo with two overlapping chat bubbles.]() You can see our detailed [installation guides listed here](). Please note that you can also install Tidio **manually** (with JavaScript code) on almost any website, and the steps for that in particular can be found [in this specific guide](). 💡 The methods described below rely largely on the available **API** documentation from both Zendesk and Tidio, and may require either developer knowledge from your team, or direct help from ours (which is available exclusively to** Plus** subscribers). ## Migrating ticket data from Zendesk In Tidio, tickets are managed within the **Inbox** - a tool within your Tidio account that lets you manage incoming chat messages or emails and respond to them. We offer **ticket migration** as a service to subscribers of our tailored **Plus** package. ![A ticket icon with a checkmark.]() Zendesk offers the option to **export data**, but the option needs to be enabled on Zendesk first - and it's only available on certain **premium subscriptions**. To learn more about these options, see Zendesk's [official guide here](). Once exported to a CSV, JSON, or XML format, the data can be imported into Tidio. If you have the knowledge and capability, you can also take advantage of Zendesk's **API documentation** and create the appropriate script and export all the data you need yourself (without the need for a premium plan on the Zendesk side). You can find the documentation [on this developer portal](). **Plus** subscribers can take advantage of our dedicated team's services which can help with exporting and importing all your necessary data into your Tidio account. Please see [this dedicated Tidio guide]() tailored for **Plus** subscribers with access to Tidio API. ## Migrating contacts from Zendesk We offer a practical way of importing your existing contacts. In Tidio, all basic customer data is stored in the **Customers** section (under **All contacts**), and can be browsed whenever needed. To bring your list in, simply hit the **Import from file** button there (on a Shopify store, it's **Import \> Import from file**) and upload a CSV file. You can learn more about importing your contacts list [in our guide here](). Naturally, we are able to help you import your contacts directly if you are a **Plus** subscriber, which would take advantage of Zendesk's API. ![A contact card icon with a person's silhouette.]() Zendesk offers **several ways of exporting your users**. You can learn about the available options [from this official Zendesk guide](). Once you have all the data you need, you will be able to import it manually into Tidio (from a CSV file) using our built-in import feature. Please note that one of the available options is to use advanced **API** scripting, which is [documented in detail here](). **Plus** subscribers can take advantage of our dedicated team's services, and receive direct help with importing their Zendesk contacts into Tidio. ## Migrating macros from Zendesk In Tidio, macros go by the same name - **Macros** - and you can use them during live chats or in tickets, right in the **Inbox**. They can be very useful for quickly accessing common responses when you're communicating with customers. Macros **can be created manually** in **Settings \> Macros**, which means you can copy your Zendesk macros one-by-one if necessary (you can learn all the details on creating and managing macros [from our guide]()). For **Plus** subscribers, however, we offer a service where all your macros can be imported into Tidio in a much smoother fashion. 💡 **Please note:** Macros are available on the **Growth** plan and above (see [Which upgrades do I need?]()). ![An icon with three squares and a diamond arranged in a grid.]() While Zendesk **doesn't offer the direct option **of exporting your macros, it is possible with **API**. If you are an experienced developer, or you have access to other developers' expertise, you can use the detailed API documentation to export all the macro data you need. You can learn more about this method [from this Zendesk guide](). As with tickets and contacts,** Plus** subscribers can take advantage of our team's services with migrating all your macros from Zendesk to Tidio. ## Importing your Zendesk Help Center articles for Lyro Built a Help Center in Zendesk? Its knowledge doesn't have to stay behind. Lyro (the AI agent) can learn from your **public** Zendesk articles and use them to answer your customers' questions. Head over to the **Lyro AI Agent** section, go to **Knowledge \> Data sources**, and hit the **Add knowledge** button. Then choose **Upload Zendesk articles**, provide the URL of your Zendesk Help Center, and click on **Import** - Tidio will import all your public articles and use them as knowledge for Lyro. That's it\! 💡 **Please note:** your Zendesk articles need to be public, and unless you're on **Plus**, you can import up to 500 of them. You can learn more about managing Lyro's knowledge in [Data sources - Lyro's knowledge base](). ## Further reading - [Ticketing - a quick setup]() - [Forward emails to Tidio]() - [Import Contacts into Tidio]() - [Macros]() - [Data sources - Lyro's knowledge base]() - [Which upgrades do I need?]()