Migrate from Aritic Desk to Zoho Desk

Aritic Desk tickets map to Zoho Desk tickets. The mapping covers ticket subject, description, status (Open/Closed/Pending to Zoho ticket_status), priority, type, channel source, created and updated timestamps, and internal notes. Custom ticket fields migrate as Zoho custom fields (cf_ prefix). We preserve the original ticket created_at date in a custom field if the Zoho Zwitch migration tool does not carry it natively; Zoho's default migration wizard does not migrate created_at by default and requires a customization to embed it in comment bodies.

Aritic Desk customer records map to Zoho Desk Contact. We map name, email, phone, company, address, and lifecycle timestamp. Customer-to-ticket associations are preserved by resolving the contact lookup on each migrated ticket. Any customer-specific properties and tags transfer as custom fields and tag arrays respectively. If Aritic customers have multiple email addresses, the primary email maps to the Contact email field and additional addresses migrate to a custom field.

Aritic Desk organization records map to Zoho Desk Account. We map organization name, domain, industry, size tier, and owner assignment. The parent-child link between Contact and Account is preserved by resolving the AccountId reference at migration time before Contact import, ensuring no orphaned contact records land in Zoho Desk.

Aritic Desk agent profiles map to Zoho Desk Agent records. We map name, email, role (Admin/Agent mapped to Zoho Desk's Support Administrator and Agent roles), department assignment, and active/inactive status. Zoho Desk has three user types: Agent, Light Agent (cannot reply publicly on tickets), and Support Administrator. We map Aritic admin roles to Support Administrator and standard agents to Agent, flagging any custom permission profiles for manual review in Zoho Desk's profile settings. CC users from Aritic Desk do not migrate natively in Zoho; we flag these for migration into a custom field if the customer requires the data.

Aritic Desk KB articles map to Zoho Desk help center articles. Article title, body content, author, creation date, and publish status migrate directly. We strip Aritic-specific dynamic tokens ({{ticket.customer_name}}, {{ticket.id}}) and conditional content blocks from article bodies since these do not resolve in Zoho Desk. Each affected article is flagged with a specific note indicating the token location so the customer's KB team can restore personalization using Zoho Desk's equivalent variables post-migration.

The Aritic Desk KB hierarchical folder structure (Categories containing Sections containing Articles) maps to Zoho Desk's help center category and section model. Parent-child relationships are preserved in the same nesting order. The migration creates categories and sections before importing articles so that the parent reference is resolved at article insert time.

Aritic Desk macros are extracted as plain-text templates with variable placeholders stripped. Macro body text migrates to Zoho Desk Macros but the dynamic tokens ({{ticket.customer_name}}, {{ticket.id}}) do not resolve in Zoho Desk's macro syntax. We flag each macro with the token locations and the recommended Zoho Desk equivalent variable. The customer's support admin rebuilds the macro conditions and actions in Zoho Desk's Macro builder using our documented template content.

Aritic Desk SLA policies (first response time, resolution time) map to Zoho Desk SLA policies. SLA escalation rules migrate as structured metadata with the original time thresholds preserved. If Aritic SLA policies reference Aritic-specific agent fields or conditions, we flag those rules for manual reconfiguration in Zoho Desk's SLA policy builder. SLA policies in Zoho Desk are scoped per department, which may require department assignment during migration scoping.

Aritic Desk CSAT survey responses link to ticket records with a rating value, respondent email, and ticket reference. These migrate to Zoho Desk ticket ratings linked to the corresponding ticket. If the customer uses Zoho Desk's survey module, responses land as survey records; otherwise they are mapped to the ticket's rating and comment fields for agent visibility.

File attachments on tickets and KB articles are extracted from Aritic Desk and uploaded to Zoho Desk's attachment storage. Files exceeding Zoho Desk's 10GB total migration upload limit are flagged individually for manual handling. Unsupported file types (certain binary formats not accepted by Zoho's upload API) are also flagged with the specific file name and record reference for the customer to address post-migration.

Tags applied to tickets and customers migrate as flat label arrays in Zoho Desk. We verify tag character encoding compatibility between Aritic Desk and Zoho Desk, replacing any characters outside Zoho's supported tag character set with underscores. Tag-to-record associations migrate by linking the tag names to the migrated ticket and contact records.

Billable or internal time logged against tickets transfers as Zoho Desk Time Entry records where available. We map agent reference, duration, description, and the billable flag. If the destination Zoho Desk edition does not include time tracking as a module, time entries migrate as custom fields on the ticket record for agent reference.

Aritic Desk event-driven trigger rules (conditional logic based on Aritic-specific field names and third-party integration conditions) are documented as structured metadata. We extract trigger conditions and actions and flag each automation as requiring manual rebuild in Zoho Desk's Business Rules (ticket filter) and Workflow Rules (task automation) builders. Triggers with conditions referencing Aritic-specific fields are flagged separately because the equivalent field may have a different name in Zoho Desk.

Aritic Desk performance dashboards and analytics reports are tied to its proprietary reporting engine with no documented export format. We do not migrate report definitions. We recommend that the customer exports screenshots of key Aritic Desk reports before the migration window closes and documents the KPI definitions for rebuild in Zoho Desk's built-in reporting module or Zoho Analytics. The rebuild is outside migration scope.