Migrate from ConnectWise PSA to Zoho Desk

ConnectWise company records map 1:1 to Zoho Desk accounts. Company name, website, address, phone, and industry classification transfer as direct field matches. Parent-child company hierarchies map via Zoho Desk's account hierarchy lookup field. Multi-company contact associations in ConnectWise (N:1 or N:N) collapse to the primary account link in Zoho Desk.

ConnectWise contact fields — first name, last name, email, phone, mobile, title, and address — map directly to Zoho Desk contact fields. ConnectWise's primary contact flag maps to Zoho Desk's IsPrimary boolean. Contacts without a linked company receive an 'Unassigned Account' placeholder to satisfy Zoho Desk's account-lookup requirement.

The core ConnectWise service ticket maps to Zoho Desk ticket with direct field matches for subject, description, priority, and category. Ticket number is preserved as an external reference field for traceability and delta-run deduplication. Ticket status values (New, Active, Waiting, Resolved, Closed) map via value-by-value mapping to Zoho Desk status pick-list.

ConnectWise service boards become Zoho Desk departments. Each board's custom fields and pick-list values require pre-creation as custom fields in Zoho Desk before migration. Multi-board setups (common for MSPs separating internal vs. client tickets or tier-based boards) generate multiple departments. Board-specific workflow rules must be rebuilt in Zoho Desk Blueprint post-migration.

ConnectWise product records — name, SKU, description, unit price, vendor name, and vendor part number — map to Zoho Desk product fields. Note that Zoho Desk products are informational only and do not track inventory quantities. Product-to-ticket linkage transfers via custom field on the ticket.

ConnectWise project tickets (tickets linked to a ConnectWise project, not the general service board) have no native Zoho Desk equivalent. We map them to standard tickets and tag them with a Project_Ticket__c custom pick-list field. Project association is lost unless your Zoho Desk plan supports linked records or a custom Creator application is built for project tracking.

ConnectWise time entries linked to tickets map to Zoho Desk tasks with a Task_for_Ticket__c lookup field. Billable amount, agreement reference, and internal vs. billable flag are stored as custom fields on the task. Time entries without a ticket link become standalone tasks. Zoho Desk's Tasks submodule does not natively generate invoices — teams needing billing continuity should plan a Zoho Books integration post-migration.

ConnectWise agreements — types (MSP, per-ticket, time-and-materials), total contract value, billing cycle, and start/end dates — have no Zoho Desk equivalent. We preserve agreement type, total value, and billing cycle as read-only custom fields on the linked account. Full agreement terms, utilization tracking, and invoice generation require Zoho CRM agreements module or Zoho Books integration post-migration.

All ConnectWise custom fields on any object migrate to Zoho Desk custom fields. Field type mapping: short text maps to single-line text, long text to multi-line text, number to number, date to date, and pick-list to dropdown. Multi-select pick-lists in ConnectWise map to Zoho Desk multi-select fields. Note that board-specific custom fields in ConnectWise become account-wide in Zoho Desk — board-scoped logic must be reconstructed via Zoho Desk form rules.

ConnectWise KB articles migrate to Zoho Desk help center articles. Article titles, body content, categories, and published status transfer directly via CSV export and bulk import. Articles marked internal in ConnectWise are imported as draft articles in Zoho Desk and require manual publish review after migration. Images embedded in articles are downloaded and re-hosted during migration.

ConnectWise asset management — tracking client devices, serial numbers, warranty dates, and locations — has no Zoho Desk equivalent. We preserve asset ID and device name as custom fields on the linked Zoho Desk account or contact. Full asset detail (warranty status, location, assigned technician) requires Zoho FSM module or a custom Zoho Creator application built post-migration.

ConnectWise invoicing and billing records — invoice number, amount, status, due date — have no Zoho Desk home. We store total invoiced amount and last invoice date as read-only custom currency fields on the account. Full billing history, invoice PDFs, and payment tracking require Zoho Books integration post-migration, which can link invoices to Zoho Desk tickets and accounts natively.