Zendesk to Jira Service Management Migration

The Challenge

Zendesk works well as a lightweight support tool, but as businesses grow many teams find it doesn’t scale to meet more complex service management needs.

Organisations often encounter:

Fragmented tooling across support, IT and operations.
Limited flexibility for managing internal workflows, SLAs, and approvals.
Challenges integrating with developer tools or enterprise identity systems.
Manual processes for sensitive data handling or content migration.
A lack of native ITSM capability without extensive customisation or bolt-ons.

As service operations mature, these limitations begin to slow teams down, introduce risk, and drive up overhead.

The Solution

Our structured approach enables organisations to migrate confidently from Zendesk to Jira Service Management (JSM), replacing a fragmented support experience with a scalable, future-ready platform.

Discovery & Design

Workshops & Deep-Dive Analysis: We run stakeholder workshops to identify pain points, catalogue existing workflows, and surface opportunities for automation and simplification.
Architectural Design: We deliver a comprehensive set of recommendations, typically as a detailed report, defining a unified service management architecture that reflects both current needs and future scalability.

Migration & Implementation

Parallel Work Streams: We manage concurrent delivery streams across branding, UX, team structure, and integrations, flexing with internal priorities as they evolve.
Catalogue-Driven Service Management: We implement a dynamic, form-based service catalogue using JSM, where workflows, approvals and team assignments can be updated by admins, with no developer input.
Confidential Workflow Automation: For HR, compliance or privacy-sensitive requests, we design automated confidentiality controls that ensure proper routing and access without compromising user experience.
Enterprise System Integration: We integrate with internal identity providers (e.g. Okta) and collaboration platforms (e.g. Slack) to deliver a seamless, secure user experience across systems.
Content & Ticket Migration: Thousands of knowledge base articles and historical tickets are migrated automatically, preserving layout, formatting and metadata with no manual cleanup required.
Change Management & Training: Comprehensive enablement materials and training sessions support internal teams, ensuring they are confident in the new platform from day one.

Agility in Delivery

User-Centric Architecture: We design help portals that prioritise user experience while retaining internal structure for resolver teams and reporting.
Zero Outage Cutover: Migrations are executed with no system or integration downtime, with optional short end-user outages only where they support better adoption or change clarity.

The Value

Migrating from Zendesk to Jira Service Management unlocks lasting, scalable value across your organisation:

Cost Savings: Consolidating Atlassian products and optimising licensing structures leads to significant ongoing savings in both licensing and operational overhead.
Simplification: Reducing the number of custom fields and simplifying workflows decreases administrative effort, lowers technical debt, and makes the system easier to maintain.
Empowered Teams: Service teams can manage their own forms, offerings and resolver groups through a dynamic service catalogue with no developer or technical specialist required.
Enhanced User Experience: Users simply describe their issue, and the system intelligently routes requests to the right team, reducing confusion, misrouted tickets, and response delays.
Scalability & Flexibility: The platform supports continuous growth; new teams, services and integration points can be added without disruption or rework.
Rapid, Smooth Transition: Historical tickets and content are migrated seamlessly, with zero downtime and minimal disruption to end users or support agents.
Future-Ready Architecture: Designed to accommodate AI-powered features such as ticket summarisation and tone management, while also supporting advanced automation and integration over time.