Migration Guide for Agencies
Converge Team
Part of the Zendesk migration guide
How agencies managing multiple clients can migrate from Zendesk to a more cost-effective platform.
Agency Migration from Zendesk
Agencies on Zendesk typically use the Multibrand feature (available on Suite Professional+) to manage multiple clients under one account with separate Help Centers and branding. Per-agent pricing across clients makes Zendesk one of the most expensive options for agencies at scale.
Cost at Agency Scale
Zendesk charges per agent regardless of how many brands you manage. An agency with 10 agents on Suite Professional handling 5 client brands: 10 × $115 = $1,150/month. If agents need AI Copilot: 10 × $165 = $1,650/month. The Multibrand feature consolidates agents — one agent can work across all brands — but you're still paying per agent. With a flat-rate platform at $49/month per client account, 5 clients cost $245/month total — a 79% reduction from Suite Professional alone.
Multibrand vs Separate Accounts
Zendesk's Multibrand lets you run 5-300 brands from a single account. Agents see all brands, admin can restrict which brands each agent accesses. When migrating, you have a choice: keep clients in one account (if your new platform supports workspaces) or set up each client as a separate company account. Separate accounts provide stronger data isolation — clients' conversations, contacts, and analytics are completely siloed.
Client-by-Client Migration Strategy
Migrate your smallest or most flexible client first. Set up their new account, connect their channels (website widget, WhatsApp, Messenger), invite their dedicated agents, and run both platforms for 1-2 weeks. Once stable, move to the next client. This limits risk and lets your team learn the new platform on a low-stakes client before migrating larger accounts.
What Agencies Lose from Zendesk
The main loss is unified admin: Zendesk Multibrand lets you manage all clients from one admin panel with cross-brand reporting. Separate accounts on other platforms mean logging into each client's account individually. You also lose Zendesk Explore's cross-brand analytics dashboards. If you use the Enterprise plan's shared agent pools across brands, you'll need to set up agent accounts per client instead.
Note: Some agencies maintain one Zendesk account for their largest enterprise client and switch smaller clients to flat-rate platforms. This hybrid approach reduces costs without losing Zendesk's enterprise features where they're genuinely needed.
Need the full migration guide?
This page covers migration guide for agencies specifically. For the complete step-by-step migration process:
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