Migrate from ClearFeed to Zoho Desk

ClearFeed Tickets map directly to Zoho Desk Tickets. The ClearFeed ticket ID (e.g., CF-12345) is preserved as a custom field cf_ticket_id__c for cross-reference during the cutover period. Title, Status, Priority, and Assignee map to the Zoho Desk equivalents. We set the Zoho Desk ticket CreationTime to the original ClearFeed creation timestamp so that the ticket record in Zoho Desk reflects the actual request date rather than the migration date.

ClearFeed Slack thread messages map to Zoho Desk Ticket Comments. Each Slack message becomes a comment entry with the original Slack user display name as the author, the original timestamp preserved, and the message body in plain text. Internal notes marked with the lock emoji in ClearFeed map to Zoho Desk Internal Comments (visible to agents only). External replies map to Public Comments. We iterate through the thread chronologically and insert comments in the correct order to preserve the conversation narrative.

ClearFeed Agents map to Zoho Desk Agents. We resolve by email address match against the Zoho Desk agent table. Role mapping follows: ClearFeed Admin maps to Zoho Desk Agent with administrator privileges; ClearFeed Member maps to Zoho Desk Agent. Any ClearFeed Agent without a matching Zoho Desk account is held in a reconciliation queue for the customer's admin to provision before the ticket import phase. Departure of agents is handled by setting the Zoho Desk Agent to Inactive status, preserving historical ticket attribution.

ClearFeed Collections (used to group related tickets by product line, region, or team) require a configuration decision during scoping. If the destination Zoho Desk uses a single Department structure, Collection membership migrates as a tag on each ticket with the Collection name as the tag value. If the destination uses multiple Zoho Desk Departments, we map each Collection to a Department and reassign tickets accordingly. The customer chooses the strategy during the discovery phase based on their Zoho Desk organizational structure.

ClearFeed Request Channels (Slack, MS Teams, Email, Web Chat, Portal) map to the Zoho Desk Source field values. The original channel identifier is preserved in a custom field cf_request_channel__c so that intake source reporting remains accurate after migration. If ClearFeed Request Channels include custom-named channels, these map to the Source field with a value of 'Other' and the channel name stored in cf_request_channel__c.

ClearFeed standard custom fields (text, number, date, dropdown, checkbox) map to Zoho Desk custom fields created in the Layout and Fields section of the Ticket module. We pre-create the Zoho Desk field schema before migration, matching field types: text maps to Single Line, dropdown maps to Pick List, checkbox maps to Checkbox. The custom field API names are preserved with a cf_ prefix to match ClearFeed naming conventions for customer reference.

ClearFeed AI Fields that extracted values (e.g., Intent Category, Sentiment, Entity) from message content are migrated as read-only custom field values in Zoho Desk. The extracted text values transfer directly. The AI extraction behavior itself (ClearFeed's OpenAI-powered logic) cannot be reproduced in Zoho Desk unless Zia AI equivalent fields are configured. We document each AI Field and its current extracted value as a starting point for the customer's Zia configuration.

ClearFeed Tags migrate as Zoho Desk Tags on the Ticket record. The tag array from ClearFeed becomes individual Tag records attached to each Ticket. We preserve all tag names exactly as they appear in ClearFeed. Tags used for cross-collection categorization are flagged in the migration manifest so the customer's admin can assess whether tag-based reporting in Zoho Desk provides equivalent visibility.

SLA rules and escalation configurations migrate as documentation only. We export the SLA name, thresholds (first response, next response, resolution), and escalation targets from ClearFeed's SLA configuration panel and deliver them as a structured document that the customer's Zoho Desk admin uses to rebuild in Zoho Desk's SLA Rules under Setup > SLA. This is marked as a configuration rebuild, not a data migration.

ClearFeed automation rules (SLA alerts, escalations, out-of-office responses, dynamic routing) do not migrate as code. We document each active automation rule including its trigger condition, action type, and target assignment. This document is delivered alongside the SLA inventory and serves as the specification for rebuilding in Zoho Desk Workflow Rules (Setup > Workflows) or Blueprint (Process Automation). The customer or a Zoho Desk partner rebuilds automations post-migration.

ClearFeed AI Agents (FAQ automation bots connecting to Okta, HubSpot, and other tools) are platform-specific and cannot be migrated directly. We export the AI Agent's connected tool list, trigger phrases, and response templates as a configuration inventory. The customer maps these to Zoho Desk's Zia AI skills and macros, which serve a similar FAQ-automation function. We do not rebuild AI Agents inside the migration scope.

ClearFeed Forms capture structured request data and auto-fill ticket fields. Form definitions and their field-to-ticket-field mappings are exported as a configuration document. Form responses already present as ticket records migrate as standard tickets (the form data is embedded in the ticket). The customer's admin rebuilds the active form in Zoho Desk's Help Center Form Builder post-migration.

Bi-directional sync links to Zendesk, Jira, JSM, ClickUp, Linear, GitHub, Intercom, Salesforce, and HubSpot are native to ClearFeed and do not replicate in Zoho Desk. We document each active integration including the connected platform, sync direction, and mapped record types. The customer configures equivalent integrations in Zoho Desk under Setup > Channels and Setup > Extensions. This is a post-migration administration task, not part of the data migration scope.