Migrate from The Service Manager to Zoho CRM

The Service Manager incident and service request records map directly to Zoho CRM Cases. The Case Subject field carries the incident title. Original requester contact is resolved to a Zoho Contact by email; TSM agent assignment resolves to Case Owner by email match against Zoho Users. All open/pending/resolved status values map via a value-by-value pick-list table. TSM priority (low/medium/high/critical) maps to Zoho Case Priority.

The Service Manager contact records that represent customers or end-users map to Zoho Contacts. When TSM stores company affiliation on the contact record, we resolve to a Zoho Account lookup after the Account migration step completes. Contacts with no company link land as standalone Zoho Contacts. TSM contact types (user, customer, vendor) are preserved as a custom pick-list field on the Contact.

The Service Manager company or organization records map to Zoho Accounts. Account Name maps directly; domain maps to the Website field. TSM parent-account hierarchies map to Zoho ParentId once the parent Account record has been migrated. Multi-company contacts collapse to one primary AccountId plus a custom Account_List__c field for secondary affiliations.

The Service Manager agent records are not standard CRM contacts — they represent the assigned technician or support staff. We resolve each agent to a Zoho User record by matching email address. Unmatched agents are flagged before migration so your Zoho admin can create User records or assign a fallback. Agent group memberships map to Zoho Roles for visibility, though sharing rules are destination-side configuration.

Zoho CRM has no native SLA object. The Service Manager SLA-backed fields — such as breach time, SLA tier name, and response-time commitment — migrate as custom fields on the Case (e.g., SLA_Tier__c, Breach_Date__c, Response_Time_Commitment__c). SLA-breach logic requires rebuilding as Zoho Blueprint stages or workflow rules. We deliver a mapping plan listing every SLA-backed field and its recommended Zoho representation.

The Service Manager knowledge articles and solutions map to Zoho Solutions. Article title maps to Solution Title; article body maps to Solution Details. TSM article-to-CI associations migrate as a custom Solution_CIs__c field. If the article contains inline images, we download and rehost them in Zoho's document storage, then update image references in the article body before import.

The Service Manager change requests model a different workflow from standard Cases. We map change records to Zoho Tasks linked to the parent Case, preserving change ID as Task Subject prefix, status as Task Status, and change type as a custom Task_Type__c field. If the TSM change request has its own requester, we link the Task to a Contact lookup. Change-specific approval fields migrate as custom fields on the Task.

The Service Manager file attachments on incidents and requests are re-uploaded to Zoho CRM as Attachments related to the migrated Case. We validate each file against Zoho's 25MB per-file limit — files exceeding this are flagged for splitting. Inline images embedded in description or resolution fields are extracted, uploaded to Zoho Files, and the reference URL is updated in the field before import.

The Service Manager logged emails, phone calls, and internal notes on incidents map to Zoho Tasks (for calls and emails) and Notes (for free-text entries). Original timestamps, activity owners, and parent-Case links are preserved. Call duration maps to a custom Duration_Minutes__c field on the Task. Meeting records from TSM map to Zoho Events with start/end times preserved.

The Service Manager custom objects migrate to Zoho custom modules. Custom object associations using a many-to-many join table require a Zoho lookup relationship. We deliver a custom-module creation plan specifying the module name, field set, and relationship type (lookup vs. self-lookup) for each custom object. Zoho caps custom modules per edition — we verify your Zoho plan limits before migration.