Parallel run and go-live

Parallel run

On Admin Center, Integrations, Import, set Sync every a number of minutes and choose Start parallel run, so ChaosDesk copies new and changed Zendesk tickets every few minutes. Team leads check views, forms, SLAs and macros on real tickets. Nobody answers customers in ChaosDesk yet.

Plan the waves

Admin Center, Integrations, Migration center shows the plan: every group, the Zendesk group it came from, and the phase of the wave that moves it — Planned, Parallel run, Live and, if needed, Rolled back. Each wave also shows its timeline, how much moves with it, what still blocks the go-live, and its log.

Planning a wave, starting its parallel run, executing it and rolling it back are console commands today, not buttons. The Migration center prints the exact command for each step, so ask us to run it for your workspace.

Go live

For each wave:

1. Point its support addresses at ChaosDesk.
2. Run a final delta import.
3. Turn off its triggers in Zendesk.
4. Point its integrations at the Zendesk-compatible API.
5. Replace the widget snippet with the ChaosDesk messenger. See Switch the Zendesk widget.
6. Move the agents.

Keep Zendesk read-only for the wave during a fallback window; the Migration center shows the date it runs until. If you must go back, the roll-back step exports the work done in ChaosDesk since go-live together with a script that replays it into Zendesk, and the wave shows as Rolled back.

Teams with more than 20 agents get free help planning the waves. Contact us.

Related

• Keep data in sync until go-live
• Run the Zendesk import