How to QA Zendesk Migration via API

To conduct a comprehensive QA process for Zendesk to HubSpot migration via API, you need a detailed strategy that includes both best practices and specific items to check. Below is a structured QA process that addresses both of these aspects.

Pre-QA Checklist:

1. • Ensure clear requirements are documented for the migration, covering all Zendesk entities (tickets, users, organizations, etc.).
   • Ensure all fields, custom mappings, and relationships between entities are documented (e.g., ticket to user, user to organization)
   • Ensure that all the QA Items are there in the QA sheet, reviewed and turned over from the cosultant

   Data Inventory:

   • Document the full scope of data to be migrated, including Zendesk entities (tickets, users, organizations, custom fields, notes, emails and attachments).
   • Ensure HubSpot is ready to receive this data (custom objects or properties are configured in HubSpot if needed).

   Data Structure and Mapping Validation:

   • Field Mapping Verification: Cross-check the mapping of fields between Zendesk and HubSpot. Ensure all fields in Zendesk (standard and custom) are correctly mapped to HubSpot properties.

     • Best Practice: Create a mapping document that includes field types (e.g., text, number, dropdown) and validate each mapping.

1. • • Do's: Verify that data types and formats are compatible (e.g., date formats, dropdown lists).
     • Don'ts: Don’t assume field names are the same between platforms. Each field should be mapped intentionally.

Custom Field Mapping: Ensure that custom fields in Zendesk are correctly mapped to custom properties in HubSpot

• Do's: Ensure custom objects or properties in HubSpot are created beforehand to receive this data.
• Don'ts: Ignore custom fields, as they might carry critical business information.

Nested Relationships Mapping (Associations): Verify that associations between entities like tickets, users, and organizations are maintained (e.g., Ticket-User, User-Organization).

• Best Practice: Test whether tickets in Zendesk associated with users or organizations are correctly associated in HubSpot after migration.
• Do's: Validate a sample of the nested relationships manually
• Don'ts: Forget to account for one-to-many or many-to-many relationships.

Data Integrity Checks:

• Data Accuracy: Perform data verification checks for each entity being migrated, including users, tickets, and organizations.

  • Best Practice: Conduct side-by-side comparisons of sample records in Zendesk and HubSpot.
  • Do's: Test all major entities (tickets, users, organizations, etc.) with sample records to ensure accurate migration.
  • Don'ts: Don’t rely on partial data sampling for critical fields; comprehensive checks should be done where possible.

Date and Time Accuracy: Ensure dates and time (created, updated, resolved) in Zendesk are correctly reflected in HubSpot.

• Best Practice: Convert time zones if necessary and ensure consistent formatting.
• Do's: Verify time zones and formats are aligned.
• Don'ts: Don’t assume both systems handle time zones and daylight savings the same way.

Error Handling Testing: Test how errors are handled during migration (e.g., invalid data, failed API requests).

• • Do's: Implement logging and retry mechanisms for failed records.
    • Log the errors and mark the QA item as failed.
    • Reach out to the dev assigned and seek explanation why the error keeps occurring.

• • Don'ts: Don’t ignore failed migrations; ensure there is a way to identify and correct them.
    • Reach out to dev.

Frontend Validation (HubSpot UI):

• Data Visibility: Verify that migrated data is correctly displayed in HubSpot.

  • Check key fields and associations (e.g., tickets displayed under the correct contact or company) in the HubSpot UI

• UI Consistency: Ensure the data looks clean and usable in HubSpot. Zendesk may allow formats that HubSpot does not, leading to data presentation issues.

  • Don’t leave UI issues behind, as they will affect user adoption.

Final Sign-Off:

• User Acceptance Testing (UAT): Involve business users in validating the migrated data in HubSpot to ensure that migration requirements are met.
  • Gather feedback from key stakeholders and address issues before sign-off.
  • Do's: Run UAT sessions on real data.
  • Don'ts: Skip UAT; it’s essential for business validation.

Dos and Don’ts:

Do’s:

• Conduct thorough reconciliation between Zendesk and HubSpot.
• Run small data batches for initial testing and incrementally increase volume.
• Validate all API error logs, rate limits, and retry logic for failed data sync.

Don’ts:

• Do not assume all Zendesk data is clean or formatted correctly for HubSpot. Always sanitize it.
  • Don't Assume, Ask. Dev and our dedicated consultants are always there to help.
• Don’t neglect performance testing, especially for large-scale migrations.