Migrating away from a mature SaaS platform like Zendesk is often seen as risky, expensive, and disruptive, especially for enterprises operating at scale. In this session, Niraj Gautam shares a real-world case study of replacing Zendesk with a custom-built Helpdesk platform for a large enterprise supporting 120 agents, 300,000 users, and over 1.4 million tickets, all while achieving complete feature parity and zero disruption on cutover day. The session covers the migration journey end to end, including the transfer of years of ticket history while preserving data integrity, and the recreation of the entire operational workflow layer, including triggers, automations, macros, SLA policies, and views. Niraj will also explore how the platform was extended beyond Zendesk’s capabilities through AI-powered workflows such as ticket summarization, intent detection, and real-time translation, along with the architectural decisions and performance optimizations required to keep the system responsive under enterprise-scale workloads. Most notably, the entire project, from planning and development to large-scale data migration, feature parity implementation, UAT, documentation, and training for 120 support agents, was delivered in just eight weeks. Niraj will share how AI-assisted engineering workflows dramatically accelerated delivery timelines, enabling a small team to execute a complex enterprise migration in a fraction of the time traditionally required, without compromising reliability, performance, or user experience.