Migrate from Giva eHelpDesk to Zoho CRM

Giva tickets map directly to Zoho CRM Cases. The Case Subject maps from Giva ticket title. Case Description maps from Giva ticket body. Giva ticket status values map to Zoho Case Status pick-list on a value-by-value basis — Open → Open, Resolved → Closed, etc.

Giva requesters are end-users or customers who submitted tickets. Each requester maps to a Zoho Contact. Email is the primary match key. Requesters without an email address map to Zoho Leads instead. If a requester email matches an existing Zoho Contact, we link the ticket to that Contact to avoid duplication.

Giva requesters who have never been converted to a CRM contact in Giva map as Zoho Leads. If the requester email matches an existing Zoho Contact, the ticket links to that Contact record instead — no duplicate is created. This routing ensures that inbound tickets from new prospects are captured as Leads for follow-up, while returning customers retain their existing Contact history.

Giva organizations (if present in the ticket context) map to Zoho Accounts. Account Name maps from Giva company name. Website and industry fields map directly. Phone and address fields map on a field-by-field basis. We also capture the Giva organization ID in a custom field (Giva_Org_ID__c) on the Account for traceability and to support delta imports.

Giva ticket priority (Low, Normal, High, Critical) maps to Zoho Case Priority pick-list values. We preserve the original Giva priority label as a custom field (Giva_Priority__c) if Zoho's standard priority field does not accommodate all source values. During migration, we verify that the Zoho pick-list includes the same priority values; any missing values are added before loading to prevent data loss.

Giva status values (Open, In Progress, Pending, Resolved, Closed) map to Zoho Case Status values. Pending status in Giva translates to On Hold in Zoho Cases. Any Giva custom status values require pick-list creation in Zoho before mapping. We also store the original Giva status label in a custom field (Giva_Status__c) on the Case so that historical reports can reference the source terminology.

Giva assets (hardware, software, contracts) have no direct Zoho CRM equivalent. We create a custom Assets module in Zoho CRM with fields for asset name, serial number, type, status, and linked Contact/Account lookup. Asset-to-ticket linkage is preserved as a lookup from the Case record.

Giva agents are resolved by email match to Zoho CRM Users. Each agent email in Giva is matched against Zoho User email addresses — a match assigns OwnerId automatically. Unmatched agents are flagged in the pre-flight report and assigned to a fallback Zoho user or left as a custom text field on the Case.

Giva Knowledge Base articles with approval workflows, categories, and vote counts have no native Zoho CRM equivalent. We migrate KB article titles and body text as Zoho Documents or Notes linked to the relevant Account or Case. Workflow and approval logic must be rebuilt in Zoho's Blueprint.

Giva file attachments against tickets are re-uploaded to Zoho CRM's Files module and linked to the corresponding Case record. File size limit of 25 MB per file is enforced — files exceeding this are flagged in the migration plan for manual handling.

Giva ticket comments (customer replies, agent notes, internal threads) map to Zoho Case Comments. Timestamps and comment author email are preserved. Internal-only Giva comments are flagged — your admin decides whether to migrate them as private Notes in Zoho or exclude them.

Zoho Case Created Date reflects the migration timestamp, not the original Giva creation date. We preserve the original Giva ticket created date in a custom field (Original_Create_Date__c) on the Case for reporting continuity. Additionally, we retain the last-modified timestamp in another custom field (Original_Modified_Date__c) to support change-tracking analysis after the migration completes.