Migrate from ClickDesk to Zoho Desk

ClickDesk helpdesk tickets (subject, description, status, priority, agent assignment) map directly to Zoho Desk Tickets. ClickDesk's flat status values (Open, Pending, Resolved, Closed) map to Zoho Desk Ticket Status. Priority maps to Zoho Ticket Priority. We set the department on the Zoho Ticket based on the ClickDesk department assignment or default department. Threaded comments in ClickDesk migrate as Zoho Desk Ticket Comments in chronological order. Created timestamps migrate as comment body text when Zoho's default 'current time' creation date is acceptable; if historical dates are required, they are embedded in the comment with author attribution.

ClickDesk live chat sessions are stored as conversation threads with visitor info, agent name, and message timestamps. Each unique chat session maps to a Zoho Desk Ticket created at the chat start time, with each individual message in the thread becoming a Ticket Comment. The agent's messages and the visitor's messages are preserved as separate comments with IsExternal flag set appropriately. Chat session metadata (visitor name, chat duration, chat rating if present) migrates as Ticket custom fields or as prefixed content in the first comment.

ClickDesk agent profiles (name, email, department, online/offline status) map to Zoho Desk Agents. We use email as the dedupe and match key. ClickDesk does not expose permission levels in its data export, so all migrated agents are assigned the Support Administrator role by default; the customer's Zoho Desk admin adjusts role assignments post-migration. Agents are the first object migrated because Tickets and Chats reference them by email.

ClickDesk departments (e.g., Sales, Support) map to Zoho Desk Departments. We create matching departments in Zoho Desk before agent and ticket migration so that department assignments resolve at import time. If ClickDesk department names contain characters not allowed in Zoho Department naming, we sanitise them. Multi-department support is available from Zoho Desk Professional tier; customers on Standard with multiple departments should note this as a tier consideration.

ClickDesk canned responses are pre-written chat templates stored as short text snippets with category labels. We export them as a flat list (template content + category) and import them as Zoho Desk Macros with the category mapped to Macro Category. If ClickDesk canned responses use variable placeholders (e.g., {visitor_name}), we document these as a rebuild note for the customer's admin to translate into Zoho Desk's macro variable syntax post-migration.

ClickDesk offline messages (submitted when no agents are online) are queued separately from live chats. We treat these as Zoho Desk Tickets with the channel source set to Email or Web Form and the creation timestamp preserved from the original offline message submission. Subject defaults to 'Offline Message' if the visitor did not provide one; description migrates as the ticket description.

ClickDesk pulls Facebook and Twitter messages into the same agent inbox. We map these to Zoho Desk's Social Channel module, creating a separate social channel account for each social network. The message thread migrates as Ticket Comments, with the original social channel source stored as a custom property on the ticket for filtering and reporting. ClickDesk's social toolbar tags (if any were applied to the visitor) migrate as ticket tags.

ClickDesk visitor and chat tags are stored as flat label arrays. We export all distinct tag values and map them to Zoho Desk Tags on the corresponding Tickets. Tags used for visitor segmentation without an associated ticket are held in a tag inventory document for the customer's admin to evaluate for potential use as Zoho Desk ticket tags or custom field values.

ClickDesk voice calls use embedded browser telephony. Call records (duration, direction, agent, timestamp) are available in chat history. We map these to Zoho Desk's Call log object where the destination plan supports it (Professional tier and above). Call duration migrates as Call Duration; direction (inbound/outbound) maps to Call Type. If the destination Zoho Desk plan does not include telephony, calls are imported as Tasks with TaskSubtype=Call and custom fields for duration and direction.

The ClickDesk chat widget visual theme, trigger rules, proactive message content, and offline form settings are stored in ClickDesk's configuration with no export mechanism. Widgets cannot be migrated as configuration. We deliver a widget-recreation checklist as part of the migration handoff package, documenting the current widget appearance, trigger conditions, and proactive message copy so the customer's admin can reconfigure the Zoho Desk widget embed code from scratch.

ClickDesk basic reporting (chat volume, average response times, agent handle times, satisfaction scores) is viewable in the dashboard but cannot be exported via any documented method. Historical metrics must be manually screen-captured before account closure. We flag reporting gaps explicitly in the migration summary and note that Zoho Desk's reporting module will not include pre-migration ClickDesk metrics. We recommend the customer export any charts they need as screenshots before the migration date.

If ClickDesk ticket records reference products (via custom fields or product-linked chats), we map these to Zoho Desk Product records. The Product object in Zoho Desk includes Product Name, Product Code, and Active status. Products are created before ticket migration so that any product lookup fields on tickets resolve correctly. If ClickDesk has no product data, this object is skipped.