Migrate from Brisk Support to Zoho Desk

Brisk Support Tickets map directly to Zoho Desk Tickets with ticket status, priority, assignment, and timestamps preserved 1:1. Conversation threads (customer replies and agent responses) map to the Zoho Desk comments field with author and timestamp. The key migration risk is that Brisk Support has no public API, so we build custom export scripts that interact with the application layer and chunk large ticket histories into batches to avoid session timeouts. Internal notes and public comments in Brisk Support map to Zoho Desk comments with visibility controls; internal notes require agent-level visibility in Zoho Desk rather than a separate note type, so we configure comment visibility explicitly during migration.

Brisk Support Customer records map to Zoho Desk Contacts with name, email, phone, and any custom attribute values preserved. Email address is used as the dedupe key during import. If the Brisk Support account uses Organizations as a separate entity from individual contacts, we split those into Zoho Desk Contacts attached to Zoho Desk Accounts. Customer-to-ticket associations are preserved by resolving the Contact lookup at migration time. Any Brisk Support custom attributes on customer records map to Zoho Desk custom Contact fields.

Brisk Support Agents map to Zoho Desk Agents by name and email. Historical ticket assignments are resolved by matching the Brisk Support agent identifier to the Zoho Desk Agent record created during import. Role-based access controls and permission profiles in Brisk Support are not available through a documented API, so agent profiles and department assignments must be manually configured in Zoho Desk admin after migration. We provide a role-matrix reference document mapping Brisk Support agent tiers to Zoho Desk Agent Profiles.

Brisk Support Queues are the primary organizational unit for ticket routing and assignment. Zoho Desk uses Departments instead, with agents assigned to departments and tickets routed through department-level SLAs and macros. There is no direct export format for Brisk Support queue configurations, so we document queue names, membership, routing conditions, and weighting rules as structured JSON during the discovery phase. The customer admin uses this documentation to configure Zoho Desk departments and assign agents post-migration.

Knowledge Base articles in Brisk Support map to Zoho Desk Help Center articles with article title, body content (HTML), categories, and publication status preserved. Links within article bodies that reference internal Brisk Support URLs are flagged as a post-migration task for the admin to update. Publication status (draft, published, archived) migrates to Zoho Desk article status. Categories map to Zoho Desk Help Center categories, which must be pre-created in the Zoho Desk admin panel before article migration begins.

Attachments on tickets in Brisk Support are downloaded locally before migration and re-uploaded to the corresponding Zoho Desk ticket. This step must occur early in the migration window because Brisk Support Free-tier attachments expire after 60 days. We verify attachment availability during discovery and alert the customer immediately if any files are at risk of expiration. Attachment metadata (filename, file size, upload timestamp) is preserved in Zoho Desk. Upload limits in Zoho Desk allow files up to 10 GB per migration batch.

Brisk Support Tier 3 custom ticket attributes map to Zoho Desk custom Ticket fields. The per-organization schema in Brisk Support means every account has a unique set of custom attribute names and data types; we map each attribute individually to the equivalent Zoho Desk field type (text, number, picklist, date, checkbox, or lookup). The destination custom fields must be pre-created in Zoho Desk admin before migration begins, so schema discovery happens before any data moves. Value transformations (for picklist or multi-select attributes) are documented as a field-mapping appendix in the migration scope.

Routing rules in Brisk Support determine ticket assignment based on conditions, agent weighting, and queue-based logic. These rules have no export format and no direct Zoho Desk equivalent because Zoho Desk routes tickets through department assignments, SLA policies, and macro triggers rather than a proprietary weighting engine. We capture routing rule logic as structured notes during discovery and provide a written mapping of each Brisk Support routing condition to its recommended Zoho Desk department, agent assignment, or macro trigger. The actual routing logic is rebuilt manually by the customer admin post-migration.

Escalation rules in Brisk Support define time-based escalation paths available on Tier 2 and above. Zoho Desk represents escalation logic as SLA Policies with First Response Time and Resolution Time thresholds per department. We document each Brisk Support escalation rule as a structured note covering trigger conditions, escalation time windows, and escalation recipients, then map those to Zoho Desk SLA Policy configurations. The customer admin implements the SLA policies in Zoho Desk Help Desk Settings after migration using the documentation we deliver.

Internal notes in Brisk Support are agent-only comments that are not visible to customers. We map these to Zoho Desk comments with the isInternal flag set to true. Author and timestamp are preserved from the Brisk Support export. Zoho Desk's internal comment visibility is controlled by agent profile permissions, so we document the required profile configuration alongside the migration scope. Public replies and internal notes are both stored as comments in Zoho Desk with the visibility flag distinguishing them, unlike Brisk Support where they are separate record types.

Report data from Brisk Support can be exported in aggregate form as structured CSV, but the reporting schema is not publicly documented. We export available report data (agent activity, queue activity, response time, resolution time) as reference datasets during discovery. Zoho Desk's built-in reports provide equivalent metrics from the migrated data going forward. Historical report data does not have a structured Zoho Desk equivalent report type, so it is delivered as CSV reference data for the customer's admin to import into Zoho Analytics or a BI tool if needed.

Tags applied to Brisk Support tickets for categorization and filtering have no direct equivalent in Zoho Desk. We export ticket tags as a structured dataset during migration. In Zoho Desk, tags can be mapped to Topics (which associate articles and tickets) or to custom multi-select picklist fields on the Ticket object. The customer chooses the tag strategy during scoping. Tags do not migrate automatically and require manual post-migration review or a custom Zoho Desk extension to recreate programmatically.