Migrate from ASAPP to Zoho Desk

ASAPP Conversations are the core migration unit and map directly to Zoho Desk Tickets. We query all three ASAPP export channels (S3 batch reports, File Exporter API, real-time event API) and reconcile into a single unified timeline to fill gaps between batch windows. Conversation message threads migrate as Ticket Threads (comment sequence) and Ticket Comments in Zoho Desk. Channel type (voice, messaging, digital) maps to the ticket channel field; routing information, CSAT scores, and disposition data migrate as custom fields on the ticket.

ASAPP custom structured-data fields are defined via a dedicated API and hold organization-specific data extracted from conversations. We export the full field schema before migration, then create equivalent Zoho Desk custom fields per department and module via Setup > Customization > Layouts and Fields. Type mismatches are flagged: text fields map directly, picklist values require pre-creating Zoho Desk picklist options, date/datetime fields map to Zoho Desk date fields, and complex nested objects are flattened into large text fields with JSON preserved for later parsing.

ASAPP Customer records contain both individual contact data and organizational context that Zoho Desk separates into Contact and Account. We split on the presence of an organization name: if ASAPP Customer has an organization field populated, we create a Zoho Desk Account first and attach the Contact via AccountId lookup; if no organization is present, the Contact is created standalone. Email serves as the dedupe key on Contact; account name serves as the dedupe key on Account.

ASAPP Segments define which structured data fields the system extracts for specific conversation types. Zoho Desk has no direct Segments equivalent. We map segment definitions to Zoho Desk Tags on tickets during migration and document the original segment-to-field association in the configuration inventory so the destination team can rebuild the logic using Zoho Desk's Blueprint and workflow rules.

ASAPP Agent records including performance metrics, handle time data, and assignment metadata map to Zoho Desk Agents. We resolve by email match as the dedupe key. Role assignment (Support Administrator, Agent, or Light Agent) and Team membership are set manually post-migration in Zoho Desk Setup because these are product-level permissions rather than import fields. Agent performance data from ASAPP is stored in a custom Zoho Desk field for historical reference.

ASAPP delivers reports via three channels with different latency characteristics; Zoho Desk's native reporting is more limited in dimensionality. We migrate the report metadata (names, column definitions, filter logic) as a requirements document for the destination team. For organizations relying on multi-dimensional analytics, we recommend Zoho Analytics as the reporting layer post-migration. We do not rebuild ASAPP reports as Zoho Analytics dashboards within the migration scope.

ASAPP conversation metadata (channel type, routing path, queue assignment, CSAT score, disposition code, autonomous agent resolution flag) migrates to Zoho Desk custom fields on the ticket. We map each metadata key to a typed Zoho Desk field during schema pre-creation. The autonomous agent resolution flag is preserved as a custom field with a boolean or tag indicating whether GenerativeAgent handled the interaction, enabling the customer to audit AI involvement post-migration.

ASAPP S3 batch exports include file attachments referenced by URL or embedded content. We retrieve attachments during the S3 export phase and re-attach them to the corresponding Zoho Desk ticket using the Zoho Desk Attachments API. Attachment file size limits and content-type restrictions in Zoho Desk are checked during scoping; any files exceeding limits are flagged for the customer to store externally.

ASAPP real-time event API delivers sub-second event data that S3 batch exports may not capture within the batch window. We run a parallel read from the real-time event API during the migration window and merge any events not present in the S3 batch export into the Zoho Desk ticket timeline as additional thread entries. This prevents conversations from appearing incomplete in Zoho Desk due to batch-window gaps.

ASAPP AI model tuning, routing rules, workflow automations, and intent configurations are proprietary platform settings not exportable via API. We do not migrate them. We deliver a full configuration inventory during the discovery phase documenting every routing rule, automation trigger, AI model setting, and segment definition with enough detail for the Zoho Desk team to rebuild equivalents using Blueprint, workflow rules, and Zia AI assist. This inventory is included in the migration deliverables at no additional cost.

If ASAPP structured data fields reference product data (SKU, name, category, price), we migrate those as Zoho Desk Products using the productExtId as the dedupe key. Product associations on tickets migrate as a lookup field if the Zoho Desk instance has the Products module enabled on the relevant plan.

ASAPP conversations may carry tags applied at the conversation or segment level. Tags migrate as Zoho Desk Tags on the corresponding ticket. Tag names are preserved verbatim; tag taxonomy from ASAPP segments is documented in the configuration inventory for the customer to reorganize post-migration if desired.