Client Overview
Industry
Cloud Content Management
Region
Global
Company Size
10K+
Featured Solution
Community Migration and Customization
About the Client
The client is a global cloud content management company that helps organizations connect in a secure environment, exchange information, and manage applications more effectively. They empower 87,000+ businesses worldwide to collaborate, streamline, and revolutionize their business processes.
The Context
The client managed a global user community on Khoros that supported forum discussions, knowledge sharing, and product announcements. As their platform needs changed, they chose to move the community to Zendesk.
They wanted to transfer forum data, questions and answers, articles, and knowledge-base content, preserve embedded images, migrate login names, recreate the product announcement experience, and update obsolete Khoros links. They also needed a customized Guide theme that matched their branding and kept the transition familiar for existing community members.
Where Things Got Complex in This Migration
Product Announcement Experience Preservation
Zendesk did not provide an out-of-the-box equivalent of the product announcement experience.
Media Migration Constraints
Platform limitations complicated the migration of images and media assets embedded across articles, discussions, and message threads.
Legacy Community Link Dependencies
Thousands of internal links continued pointing users to Khoros resources after migration, creating navigation and discoverability issues.
Content Quality and Formatting Issues
Legacy community content contained unwanted CSS and formatting inconsistencies that affected readability and user experience.
Identity and Access Continuity
The client needed to preserve user identities and login information to ensure a seamless transition for existing community members.
How We Promised a Smooth Khoros to Zendesk Migration
Here’s how our community migration services made the transition seamless:
- Migrated Community Content and Historical Knowledge
Migrated forums, questions, answers, discussions, articles, and knowledge-base content while preserving relationships between records and conversations.
- Built a Custom Product Announcement Experience
Recreated the existing product announcement experience by customizing Zendesk article functionality to match established user expectations.
- Implemented Media Migration Workflows
Developed custom migration workflows that extracted media assets, transferred them to external storage, and updated content references automatically.
- Automated Internal Link Transformation
Built custom scripts that identified obsolete Khoros URLs and redirected them to their corresponding Zendesk destinations.
- Cleaned and Standardized Legacy Content
Removed unnecessary CSS and formatting artifacts during migration to improve readability and content consistency across the community.
- Customized the Community Experience
Developed a custom Zendesk Guide theme that aligned with the client’s branding and preserved visual continuity for users.
- Preserved User Access and Identity Data
Migrated user login information and account details to reduce friction and simplify adoption after the platform transition.
The Difference Made
This community platform migration moved the client from Khoros to Zendesk without disrupting the community experience. The users still had access to historical discussions, knowledge content, media assets, and familiar workflows.
The implementation also created a scalable base for future community initiatives. The client now has a branded Zendesk community with cleaner content, easier navigation, and less dependence on legacy systems.
The Value We Delivered
Preserved historical community knowledge and discussions with the media.
Recreated critical product announcement experiences without disrupting user workflows.
Eliminated broken legacy links to ensure seamless community navigation.
Maintained brand consistency with a fully customized Zendesk Guide experience.
The Takeaway
The project delivered more than a platform migration. It transformed a complex community migration into a controlled modernization initiative that preserved institutional knowledge and user trust.
By combining migration expertise, custom development, content transformation, and platform customization, the implementation created a maintainable foundation for future community growth without requiring the client to rebuild critical experiences from scratch.
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