Migrate from CDESK to Zoho Desk

CDESK Requests map to Zoho Desk Tickets. The CDESK request title maps to Ticket Subject, description maps to Ticket Description, status maps to Ticket Status, priority maps to Priority, and assignee maps to the agent email lookup. We extract created/modified timestamps as data fields; Zoho Desk's import tools handle these as optional fields. SLA deadline values from CDESK migrate as data in a custom SLA_Deadline__c field because Zoho Desk enforces SLA rules rather than storing deadlines as ticket fields.

CDESK administrators extend the Request schema via Custom Properties. We extract these as key-value pairs during discovery, define equivalent custom fields in Zoho Desk per department, and map values during import. Custom field types in Zoho Desk (text, picklist, number, date, checkbox) are mapped from CDESK property types. The customer must configure which custom fields appear on which department layouts before migration begins.

CDESK Deals (with linked tasks, cost estimates, and documents) can map to Zoho Desk Accounts with associated Tasks, or to Zoho Desk's Deals module if the customer enables it. During discovery we confirm whether the revenue-tracking workflow is active. If Deals are active, we map CDESK Deal tasks to Zoho Desk Tasks linked to the Account, and the Deal cost estimate to a custom currency field on the Account.

CDESK stores SLA and SLO deadline values as fields on individual Requests. We carry forward the SLA name and configured deadline timestamps to Zoho Desk custom fields on the Ticket. The SLA rule definitions (escalation paths, business-hour calendars, breach notifications) are configuration artifacts and do not migrate as rules. We document every CDESK SLA configuration during discovery for manual recreation in Zoho Desk's SLA setup.

Request Templates define default structures for new tickets in CDESK. These are configuration artifacts, not instance data. We do not export them as records. We inventory all Request Templates during discovery and provide documentation (name, default fields, default assignee, default priority, default SLA) so the customer's Zoho Desk admin can recreate them as Ticket Templates in the target platform.

Regular Requests are automated ticket generation rules configured on schedules within CDESK. These are scheduling rules, not data records, and cannot be directly migrated. We flag their existence during discovery, document the rule name, trigger schedule, template used, and target assignee, and advise the customer to rebuild them in Zoho Desk's time-based workflow rules post-migration.

CDESK's Priority View is a filtering and sorting configuration for the request list. We do not migrate Views directly because Zoho Desk organizes tickets by department and custom Views. We preserve the priority and deadline values on each Request so that equivalent Views can be configured in Zoho Desk using the migrated Priority and SLA_Deadline__c fields.

File attachments on CDESK Requests and Deals are extracted as binary blobs alongside their parent record. We preserve filenames and attachment order during extraction. Large attachments may require chunked transfer depending on Zoho Desk's file size limits per import method. We note that Zoho Desk's Zwitch tool does not migrate KB article attachments; for standard ticket attachments, we confirm file size compliance during discovery.

CDESK assignees (internal owners) map to Zoho Desk Agents. We resolve by email match during migration. Any CDESK owner without a matching Zoho Desk agent account goes to a reconciliation queue for the customer's admin to provision before record import resumes. Agents must be created in Zoho Desk before ticket import so that the Agent lookup is satisfied.

CDESK Request records carry requester contact information (name, email, phone). We map these to Zoho Desk Contacts. If CDESK stores organizational context, we map to Zoho Desk Accounts with Contact. The contact email is the dedupe key. Created and modified timestamps migrate as optional fields.

If CDESK stores organizational records separate from requesters, these map to Zoho Desk Accounts. Account Name maps directly, and contact associations are resolved via the Contact mapping. We confirm whether CDESK maintains a separate organization entity during discovery.

CDESK knowledge base content migrates to Zoho Desk Knowledge Base articles. Article titles, body content, and category assignments transfer as data. Attachments to KB articles do not migrate through Zoho Desk's Zwitch tool; we document which articles have attachments so the customer can re-upload manually. Article publication status is preserved as a draft or published flag.