Migrate from Capacity to Zoho Desk

Capacity tickets map directly to Zoho Desk tickets with status, priority, assignee, and created/updated timestamps preserved. Original Capacity ticket numbers cannot be preserved as the ticket ID in Zoho Desk (ticket numbers are system-generated on import), so we store the original Capacity ticket number in a custom field original_ticket_id__c on each migrated ticket. Custom ticket fields from Capacity require field-level mapping against Zoho Desk custom field types; picklist values are matched where possible and flagged where no direct equivalent exists.

Capacity conversation messages migrate as Zoho Desk Thread entries and Comments. We preserve the message body, timestamp, author name, and author email for each entry. Thread direction (inbound vs outbound) is reconstructed from the original Capacity message records where available, because Zwitch explicitly drops thread direction attribution. Messages are imported in chronological order within each ticket to preserve the conversation timeline.

Capacity internal notes attached to tickets migrate as Zoho Desk internal notes on the corresponding Thread. Internal notes are distinguishable by their is_internal flag. Zoho Desk enforces internal-note visibility by agent role, which is configured during the department setup phase. We flag any note that references a Capacity automation rule or routing trigger so the customer's admin knows which note content is documentation of a defunct workflow.

Capacity KB articles map to Zoho Desk Help Center articles with title, body content, status, and author preserved. We extract article text and map category assignments to Zoho Desk sections. Rich formatting (embedded images, tables, code blocks) is migrated as-is but may render differently in Zoho Desk's article editor; we note this formatting gap for a post-migration content review pass. Version history does not migrate.

Capacity KB category hierarchies map to Zoho Desk Help Center sections. Capacity's flat and nested category structures map to Zoho Desk's section and subsection model, but deep nesting (more than two levels) requires flattening during import since Zoho Desk sections are single-level by default. We document the original category tree and the flattened destination structure during scoping.

Capacity user accounts map to Zoho Desk agents. We extract name, email, role, and team assignment from Capacity and create Zoho Desk agents with the corresponding name and email. Role mapping requires configuration: Capacity admin and agent roles map to Zoho Desk Agent and Team Lead roles; any Capacity role with custom permissions is documented for manual role configuration in Zoho Desk. Agents are associated with departments during import based on their original Capacity team assignment.

Capacity Teams map to Zoho Desk Departments with manual configuration required. Zoho Desk's department model is more granular than Capacity's team model and supports hierarchical structures, department-level SLAs, and department-specific email addresses. We extract the full team list from Capacity and produce a mapping document recommending which Capacity teams should become Zoho Desk departments versus sub-departments based on ticket routing patterns.

File attachments on Capacity tickets migrate to Zoho Desk ticket attachments via the Zoho Desk Attachments API. The standard CSV import tool does not handle attachments; we use the file upload endpoint per ticket with the file linked by ContentId. Attachment size validation against Zoho Desk's file size limits (20 MB per file) is performed before migration, and oversized files are flagged for the customer to host externally and link.

Attachments embedded in Capacity Knowledge Base articles (screenshots, PDFs, downloadable assets) are explicitly excluded from Zoho Desk migration via Zwitch and cannot be migrated through the standard import tool. We extract the full list of KB attachments during discovery and deliver it as a reference inventory so the customer's admin can re-upload them to the corresponding Zoho Desk Help Center articles manually or via a separate file migration script.

Tags applied to Capacity tickets for categorization migrate as Zoho Desk tags on the corresponding tickets. Zoho Desk supports tags on tickets but uses a flat tag taxonomy; any hierarchical or nested tag structures from Capacity are flattened during import. Tags that were used to trigger Capacity automation rules are flagged in the migration report since those automations will not exist in Zoho Desk.

Capacity custom fields on tickets require pre-migration schema creation in Zoho Desk. We map Capacity custom field data types to Zoho Desk field types (single-line text, multi-line text, picklist, number, date, checkbox) during discovery. Picklist values are matched directly where Zoho Desk picklists exist; for custom picklists without existing values, we create the picklist options in Zoho Desk before migration begins. Any Capacity custom field with a data type that has no Zoho Desk equivalent (e.g., complex nested objects) is flagged for manual data entry or custom field recreation via Zoho Creator.

Capacity automation rules, routing logic, and workflow triggers are not accessible via the API and cannot be migrated programmatically. We document every active Capacity automation during discovery, capturing its trigger conditions, actions, and affected ticket paths. This inventory is delivered as a written reference for the customer's admin to rebuild using Zoho Desk's Blueprint editor and Macros. Routing rules that assigned tickets to teams based on criteria are documented for rebuild as Zoho Desk department-level routing rules.