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When you connect your Zendesk account, Plain imports your full support history so your team can hit the ground running without losing context.

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What gets imported

  • End users → Customers
  • Tickets → Threads
    • Closed/solved tickets are imported as Done
    • All others are imported as Todo
    • All messages including internal notes are carried over. Notes appear as internal comments in Plain
  • Tags → Labels
  • Original timestamps: every thread and every message keeps the date it had in Zendesk, so your history stays in order
CSAT ratings and custom fields on tickets are not imported. See Migrating from another tool for the full picture of what you’ll rebuild in Plain. Importing history doesn’t trigger SLAs, auto-responses, or workflows, so nothing goes out to your customers and no SLA clocks start on old tickets.

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Ongoing sync

After the initial import, new tickets, messages, and tags continue syncing to Plain automatically. Changes to existing tickets, such as status, priority, or assignee, are not synced after the initial import. No auto-responses are triggered by the sync.

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How to set it up

  1. Go to Settings → Zendesk importer
  2. Enter your Zendesk subdomain (e.g. plain for https://plain.zendesk.com)
  3. Follow the prompts to connect your account and begin the import
A large history takes time to come across. To stop syncing, return to Settings → Zendesk importer and click Disconnect.