Migrate from BoldDesk to Zoho Desk

BoldDesk Tickets map directly to Zoho Desk Tickets. The ticket subject, description, status (Open, Pending, Resolved, Closed), priority (Low, Medium, High, Urgent), and channel (Email, Chat, Social, Web Form) transfer. Conversation threads (customer replies and agent responses) migrate as Thread entries with direction preserved where the platform API exposes it. Custom ticket fields transfer to Zoho Desk custom fields scoped per department. We resolve assignee by email match against Zoho Desk agents provisioned before migration.

BoldDesk Contacts map to Zoho Desk Contacts with standard fields (Name, Email, Phone, Mobile) preserved. Custom Contact fields transfer to Zoho Desk custom fields on the Contact module. Zoho Desk's AccountId (linking Contact to an Account) is resolved by matching BoldDesk's contact organization name against Zoho Desk Accounts created in the preceding Accounts phase. Contacts without a matching organization remain unlinked and are flagged for reconciliation.

BoldDesk Contact Groups (used for bulk handling, SLA policies, and routing rules) map to Zoho Desk Teams. Group membership transfers as Team membership with agents linked to their respective teams. Team-level custom field values are noted and mapped to Zoho Desk's agent-level custom fields or a custom object if the customer's Zoho Desk plan supports it. Note that Zoho Desk Teams do not have a direct SLA policy attachment; SLA policies in Zoho Desk are assigned at the department or agent level.

BoldDesk Agent records (name, email, role, permission profile) map to Zoho Desk Agent records. Role mapping resolves BoldDesk roles to Zoho Desk roles (Agent, Light Agent, Support Administrator). Custom role definitions are exported as structured JSON and delivered as a requirements document for the Zoho admin to reconfigure in Zoho Desk's Roles section under Setup. Agents must be provisioned in Zoho Desk with matching email addresses before the Contact and Ticket migration phases begin.

BoldDesk KB articles (stored as HTML with category assignments and optional attachments) map to Zoho Desk Knowledge Base articles. Article body content transfers as HTML; we recommend a post-migration content review to verify embedded media, interactive widgets, and dynamic content references render correctly in Zoho Desk's KB renderer. Attachment metadata is preserved and re-uploaded to Zoho Desk; large attachments may require chunked upload handling. Article publication status (Draft, Published) transfers where the field is exposed in BoldDesk's API.

BoldDesk KB categories (hierarchical folder structure) map to Zoho Desk KB Sections within a parent Category. The category tree is re-created at the destination, and migrated articles are re-linked to their corresponding sections. Zoho Desk's KB structure is scoped per department; if BoldDesk's KB is global, we create a default department or ask the customer to specify which department owns the knowledge base before migration.

BoldDesk custom field definitions (text, dropdown, date, number, boolean types) are enumerated per object and pre-created in Zoho Desk as equivalent custom fields. Zoho Desk custom fields are scoped per department for Tickets and Contacts, which means we must identify the destination department for each custom field before schema creation. Dropdown values from BoldDesk map to Zoho Desk picklist values. Number and boolean fields map directly by type.

BoldDesk canned responses (reusable message templates with folder structure) migrate to Zoho Desk Canned Responses. Template body text, subject line, and folder hierarchy transfer. BoldDesk workflow-triggered canned response automations are documented as part of the workflow inventory and are not translated into Zoho Desk Macros automatically.

BoldDesk tags on Tickets and Contacts transfer as Zoho Desk Tags. Tag names and associations to tickets and contacts migrate directly. Note that Zoho Desk's Zwitch native migration tool drops tags; we use the API-led migration approach to preserve tag fidelity which Zwitch does not support.

BoldDesk file attachments on Tickets and Knowledge Base articles are downloaded from BoldDesk's storage and re-uploaded to Zoho Desk with original filename and content type preserved. Large file attachments may require chunked upload and retry logic to handle Zoho Desk's file size limits. KB article attachments are migrated alongside the articles themselves.

BoldDesk workflow definitions (routing rules, time triggers, SLA policies, canned response triggers) are exported as structured JSON documenting trigger conditions, action sequences, and associated objects. This inventory is delivered to the customer as a requirements brief for rebuilding in Zoho Desk's Blueprint and Macros modules. Workflows do not migrate as transferable automation code.

BoldDesk SLA policies (First Response Time, Resolution Time targets linked to Contact Groups or ticket categories) are documented in the workflow inventory. Zoho Desk SLA policies are assigned at the department or agent level rather than to Contact Groups, so we provide a mapping recommendation to align BoldDesk SLA targets with Zoho Desk department-based SLA rules.