Tickets

A ticket is restored as a copy and given a new ID. The original timestamp is preserved. 

All ticket field values and ticket form values are restored.  

Ticket comments

All ticket comments and comment attachments are restored

Ticket Metadata

Ticket fields

Ticket fields can be restored all together or individually.

Only custom fields, not standard fields, can be restored. 

If a custom field has a tag already in use in Zendesk in a drop-down, multi-select, or checkbox, the restore will be unsuccessful. This is because custom fields cannot have duplicate tags in Zendesk.

Ticket forms

Ticket forms can be restored all together or individually.

A ticket form can be restored only if all fields that are part of the form still exist in Zendesk.

Users

Team members

A team member is restored with all backed up properties including custom properties, personal views, and personal macros. 

A team member is returned as a member to groups and organizations that still exist in Zendesk. А team member is also returned as a subscriber to organizations.

End users

An end user is restored with all backed up properties including custom properties.

An end user is returned as a member to organizations that still exist in Zendesk.

User Metadata

User fields

User fields can be restored all together or individually.

If а user field already exists in Zendesk, the restore will be unsuccessful. This is because user fields cannot have duplicate field keys. 

Groups

A group is restored with all group properties. 

A restored group will be re-linked to all team members that still exist in Zendesk.

Organizations

An organization is restored with all backed up properties including custom fields.

A restored organization will be re-linked to all team members and end users that still exist in Zendesk.

Organization subscriptions will be renewed for team members that still exist in Zendesk.

Organization Metadata

Organization fields

Organization fields can be restored all together or individually.

If an organization field already exists in Zendesk, the restore will be unsuccessful. This is because organization fields cannot have duplicate field keys. 

Automations, Macros, Triggers, Views

Automations, macros, triggers, and views can be restored only if all the linked groups, organizations, team members, and end users are still present in Zendesk.

View

A view is restored with all properties and executions. 

Macro

A macro is restored with all properties and action references.

Automation

An automation is restored with all properties and conditions. 

If an automation already exists in Zendesk, the restore will be unsuccessful. This is because automations cannot have duplicate conditions. 

Trigger

The trigger is restored with all properties and conditions.