Migrate from Akio.Cx to Zoho Desk

Akio.Cx Ticket records map to Zoho Desk Tickets with channel origin, status, priority, assignee, and timestamps preserved. The Akio channel enum (voice, email, chat, SMS, social) maps to Zoho Desk's Channel field. Custom ticket fields discovered during scoping migrate as typed custom fields in Zoho Desk. Status values from Akio (Ouvert, En cours, Résolu, Fermé) map to Zoho Desk status options that we configure during the mapping phase. Parent record lookups (Contact, Agent) are resolved by email match before insert.

Akio.Cx Contact records map to Zoho Desk Contact with name, email, phone, company affiliation, and interaction history. The Contact email address is the dedupe key. If the destination Zoho Desk org uses the Account object, we optionally merge company data into Accounts and attach Contacts to them during migration. Any Akio contact field without a Zoho Desk equivalent becomes a custom field prefixed with akio_ for audit traceability.

Akio.Cx Agent profiles map to Zoho Desk Agents. We resolve agents by email address against the Zoho Desk user table. Role (Supervisor, Agent, Admin) maps to Zoho Desk roles that we configure before migration. Skill assignments from Akio map to Zoho Desk Skills or tags depending on the customer's Zoho configuration. Any agent without a matching Zoho Desk user account enters a reconciliation queue for the customer's admin to provision before the migration phase continues.

Akio.Cx Team structures map to Zoho Desk Departments. Teams with supervisor assignments map to Department with the Akio supervisor as the Department Head. Nested team hierarchies in Akio become flat departments in Zoho Desk unless the customer has configured Zoho Desk's multi-department hierarchy during their Zoho setup. We preserve the team-supervisor relationship as a Zoho Desk custom field if the native hierarchy does not capture it.

Akio.Cx Conversation threads map to Zoho Desk Ticket Threads. We preserve thread ordering by import timestamp and distinguish agent replies from customer messages using Akio's participant type field. Internal notes in Akio migrate as private comments in Zoho Desk. Thread authorship (agent name, customer email) is preserved in the comment author field. Attachments migrate as file uploads linked to the thread record.

Akio.Cx channel type enum (voice, email, chat, SMS, social) maps to Zoho Desk's Channel picklist. If the customer uses additional Akio channel types beyond the standard Zoho list, we add them as custom picklist values before migration. Voice channel calls do not carry call recording URLs from Akio unless those URLs are stored as ticket-level string fields; Zoho Desk does not have native call recording storage.

Akio.Cx custom fields on Tickets and Contacts vary by customer configuration. We perform field-level discovery during scoping, generate a custom field mapping table, and pre-create every custom field in Zoho Desk with the correct type (text, number, date, picklist, checkbox, etc.) before any data loads. Multi-select picklists in Akio map to Zoho Desk multi-select picklists. Custom field dependencies are documented in the mapping table and handled during the transform phase.

Akio.Cx KB articles migrate to Zoho Desk Help Center articles. Article title, body content, category assignment, status (Draft, Published, Archived), and author migrate. We map Akio article categories to Zoho Desk Help Center categories that we pre-create. Attachments on articles migrate as file uploads. Permissions and visibility settings in Akio do not have a direct Zoho equivalent; we default to Published and allow the customer to set access controls post-migration.

Tags applied to Akio.Cx Tickets and Contacts migrate as string arrays and are re-applied as Zoho Desk Tags. Zoho Desk Tags are flat and not hierarchical, so if Akio tags use a hierarchical naming convention (e.g., Product-Line > Sub-Product), we flatten them to Zoho tag format during the transform. Tag count and tag names are preserved. We do not migrate tag-based automation rules from Akio; these are documented for the customer's admin to rebuild in Zoho Desk Blueprint if needed.

Akio.Cx SLA rules define response and resolution windows per priority level and channel. We extract the full SLA policy configuration during scoping and recreate it in Zoho Desk SLA Policies. Zoho Desk SLA policies use First Response Time and Next Response Time with business hours calendars. We map Akio priority levels (Urgent, High, Normal, Low) to Zoho Desk priority values and configure matching response and resolution targets. Business hours settings in Zoho Desk must be set up separately and linked to the SLA policy.

Akio.Cx IVR tree structures and queue-based routing are configuration data without a direct Zoho Desk equivalent. We extract the routing logic as a written configuration document describing the IVR menu structure, queue assignments, and conditional routing branches. Zoho Desk Blueprint can model linear escalation workflows, but complex nested routing requires either a third-party voice integration (Zoho Voice, Twilio Flex) or manual recreation with simplified routing logic. We deliver the configuration document and advise on the simplest equivalent in Zoho Desk.

Akio Insights dashboards, voice analytics models, and pre-built CSAT reports are proprietary and not exportable. We migrate the underlying interaction data (ticket metrics, sentiment scores, CSAT values) as custom fields on Tickets so that the data exists in Zoho Desk for future reporting. The customer should export historical Akio Insights reports as PDFs before migration cutover. Zoho Desk standard reports cover ticket volume, response time, and resolution metrics; advanced analytics requires Zoho Analytics ($15/workspace/month) as an add-on.