Solution · Migration
Migrate to Zesto without re-running AI
Bring the archive. Don’t rebill the model. Import mode defaults to skipped AI; opt in with runAi only when you want drafts on a subset.
Migration questions
Will import run triage on every old ticket?
No. Import mode defaults to skipped AI. Opt in with runAi when you want drafts on a subset.
How do you avoid duplicates?
Pass an externalRef (or webhook idempotency key). Matching workspace + source + ref returns the existing conversation.
Can we keep our old ticket ids?
Store them as externalRef. Messages keep source and sourceId for provenance in Smart Inbox.
What shows up for humans after import?
Open conversations with history. Pipeline status and skip reason explain why AI did not run.
Is there a one-click Zendesk or Intercom ticket importer?
Not as a native one-click connector today. Migration is an API/webhook path (intakeMode import). Help Center Zendesk article import is available separately for knowledge.
What Zesto supports today
Webhook/batch import with intakeMode import, optional runAi, externalRef / idempotencyKey dedup, and pipeline skip markers. Dashboard import panel for operators.
- intakeMode: import — AI skipped by default
- runAi opt-in for selective drafting
- externalRef / idempotencyKey dedup
- pipelineStatus skipped with reason
- Message source / sourceId provenance
- Help Center Zendesk article import (knowledge)