Migrate from C-Desk to Zoho Desk

C-Desk service request tickets map to Zoho Desk tickets. We extract ticket subject, description, status, priority, created time, modified time, and department/location assignment. C-Desk department and location routing metadata map to Zoho Desk custom fields created within each department scope. We preserve original ticket numbers in a custom field cdesk_original_number__c for reference. Ticket threads (comments and replies) migrate as Zoho Desk thread entries, though thread direction (incoming vs outgoing) may not carry identically due to structural differences between the two platforms.

C-Desk knowledge base articles migrate to Zoho Desk articles within the mapped section hierarchy. HTML-mode article content from C-Desk is sanitized during extraction to remove embedded styles, proprietary formatting, and relative links that may not render correctly in Zoho Desk. We produce both a sanitized-HTML version for Zoho Desk and a plain-text fallback for articles with heavy custom styling. Article metadata (author, created date, modified date, publish status) migrates as Zoho Desk article fields. Articles are imported after their parent section is created to satisfy the lookup dependency.

C-Desk topic hierarchies map to Zoho Desk section structures. A top-level C-Desk topic becomes a Zoho Desk section; a C-Desk subtopic becomes a sub-section. We extract the full topic tree and rebuild it in Zoho Desk in the correct parent-child order before article import begins. Topic names and descriptions migrate to section name and description fields. The hierarchy is sequenced as a standalone pass because Zoho Desk requires parent sections to exist before sub-sections can be created within them.

C-Desk email integration settings, including associated email addresses and routing rules that trigger automated ticket creation and acknowledgement workflows, are extracted as configuration data and documented in the migration deliverable. These settings cannot be imported directly into Zoho Desk because Zoho uses its own email configuration, department-level email routing, and support address management. The customer's Zoho Desk admin uses our documented configuration to set up equivalent email routing in Zoho Desk after migration.

C-Desk user accounts and their assigned roles map to Zoho Desk agents. We extract user display name, email address, and role assignment. C-Desk role names are preserved in a custom field cdesk_original_role__c on the Zoho Desk agent record. Role-to-permission mapping is documented because C-Desk role definitions are not publicly documented; the customer's admin maps them to Zoho Desk permission profiles during post-migration setup. Agents are imported first so that OwnerId references on tickets are satisfied at migration time.

File attachments associated with C-Desk tickets are downloaded from C-Desk storage and uploaded to Zoho Desk as ticket attachments during the migration pass. We preserve original filenames and content. C-Desk storage location and access method must be confirmed during discovery; if C-Desk stores attachments outside a downloadable URL structure, attachments are flagged for manual re-upload after migration.

Attachments embedded in C-Desk knowledge base articles are flagged during extraction. Zoho Desk's native Zwitch tool does not migrate knowledge base article attachments, and the equivalent limitation applies to API-led migrations for non-standard source platforms. We document every article with attachments, preserve the files separately, and provide a re-upload checklist for the customer's Zoho Desk admin to apply after go-live. Embedded images in HTML article content are extracted as standalone files for re-insertion into Zoho Desk articles.

The full C-Desk topic tree including parent-child relationships, linked cross-topic article references, and ordering within each topic is mapped to a Zoho Desk section hierarchy. We sequence section creation in topological order to satisfy the parent-reference constraint. Cross-topic article links from C-Desk are documented as a separate mapping table because Zoho Desk sections are portal-scoped; links may require URL updating after migration if the help center domain changes.

C-Desk multi-department configuration maps to Zoho Desk departments. We create Zoho Desk departments matching the C-Desk department names and assign agents to the corresponding departments based on their C-Desk role and ticket access assignments. C-Desk location metadata that augments department routing is mapped to Zoho Desk custom fields scoped to each department, using the location value as the field value on each ticket.

Research did not confirm support for custom fields in C-Desk. We do not migrate custom fields for this platform as a standard scope item. If C-Desk is found to support custom fields during direct schema inspection, we scope them via change order before the migration pass. Zoho Desk custom fields are created per department using the Fields section under Setup with Support Administrator permissions.

C-Desk acknowledgement workflows and any automated routing rules are not migrated as code. C-Desk automation features are not confirmed in sufficient detail to map to Zoho Desk Blueprint, Zia AI macros, or SLA rules. We deliver a written inventory of every C-Desk acknowledgement workflow with its trigger conditions and actions, mapped to recommended Zoho Desk equivalents. The customer's Zoho Desk admin rebuilds these using Blueprint or workflow rules post-migration.

C-Desk role-based ticket access controls are documented during discovery and mapped to Zoho Desk permission profiles and department-level role assignments. We extract user-role mappings and produce a role-equivalence table showing each C-Desk role and its recommended Zoho Desk permission profile and department role combination. Final permission assignment is performed by the customer's Zoho Desk admin post-migration because C-Desk role definitions are not publicly documented.