Migrate from ConSol*CM to Zoho Desk

ConSol*CM Requests map directly to Zoho Desk Tickets. The Request subject becomes the Ticket Subject field, Request description becomes the first Ticket comment or the Description field, and Request status maps to Zoho Desk Ticket Status values (Open, Pending, On Hold, Resolved, Closed) based on the customer's status configuration. Custom field groups attached to Requests require explicit field-by-field mapping to Zoho Desk custom Ticket fields created during the schema setup phase, with customer sign-off on all non-standard fields before migration commits.

ConSol*CM Contacts with an organization association map to Zoho Desk Account (for the organization) and Contact (for the individual), with the Account record created first. Contacts without an organization association map directly to Zoho Desk Contact. The Contact's field groups (custom name-value pairs per installation) require manual field extraction from the ConSol*CM system documentation export and mapping to Zoho Desk custom Contact fields during the schema setup phase.

ConSol*CM Resources (internal staff entities) map to Zoho Desk Agents. We resolve Resources by matching the email address against the Zoho Desk user table. Resources without an email address or without a matching Zoho Desk user go to a reconciliation queue for the customer's administrator to provision before record import resumes. Owner assignments on Requests migrate as Ticket Assignee references resolved through this Resource-to-Agent lookup.

ConSol*CM Conversations linked to Requests migrate as Zoho Desk Comments or Thread entries. Internal notes migrate as internal Comments with isPublic=false; external customer replies migrate as public Comments with isPublic=true. We preserve original timestamps, author attribution (mapped to the ConSol*CM Resource email via the Agent lookup), and any conversation direction flags. Zoho Desk's own Zwitch documentation notes that comment author attribution is migrated as a name note rather than a linked agent reference, which we flag for post-migration review.

File attachments associated with ConSol*CM Requests and Contacts download from the source API and re-upload to Zoho Desk via the Tickets API endpoint. We validate attachment size against Zoho Desk's documented limits and flag any files exceeding the threshold for pre-migration archiving. Filename deduplication handles cases where multiple attachments share the same filename across different Requests. Zoho Desk's own Zwitch tool notes that KB article attachments do not migrate, which we flag separately if the customer migrates knowledge base content.

ConSol*CM Contact field groups define extensible property sets that vary per installation. We extract the field group configuration via the system documentation export and map each field individually to Zoho Desk custom Contact fields. Field data types map as follows: text fields to Single-line text, date fields to Date picker, numeric fields to Number, and picklist fields to Picklist with a predefined options list. Fields with no value in ConSol*CM are preserved as empty (null) rather than default values, and we use ConSol*CM version 6.17.1's null-field search capability during profiling to identify and flag incomplete records.

Custom fields attached to ConSol*CM Request objects map to Zoho Desk custom Ticket fields. Unlike Contacts, Request field groups in ConSol*CM are typically fewer and more standardized around issue severity, priority, category, and resolution type. We extract the field group schema from the system documentation export, create equivalent custom fields in Zoho Desk before the migration dry-run, and map each field's data type to the closest Zoho Desk field type. Multi-value fields (if present) require decomposition to comma-separated values or custom field type decisions made with the customer during scoping.

Tags applied to ConSol*CM Requests and Contacts export as flat string arrays and map to Zoho Desk Tags on the equivalent Ticket and Contact records. Tag naming conflicts (identical tag names on different object types) are resolved during the import dry-run, with the customer choosing whether to use a unified tag namespace or maintain separate tag contexts per object type. Tags are imported after the parent record (Ticket or Contact) has been successfully inserted to avoid orphaned tag assignments.

Knowledge base articles from ConSol*CM export as article content and metadata files. We extract article title, body content, author, creation date, and last-modified date. The article category hierarchy requires manual mapping to Zoho Desk's article category structure because the category nesting levels and naming conventions differ between platforms. Public-facing help center articles also require manual configuration of the Zoho Desk help center portal layout, which is handled separately from the data migration scope.

ConSol*CM team structures map to Zoho Desk Departments (or Teams depending on Zoho Desk edition). We preserve team-to-agent assignments from the Resource-to-Agent mapping and flag any permission model differences between ConSol*CM's role-based access control and Zoho Desk's department-based agent scoping. Ticket routing rules that depend on ConSol*CM team assignments require manual reconfiguration in Zoho Desk as Routing Rules under Setup.

ConSol*CM's system documentation feature exports a structured file describing custom objects, field definitions, and workflow settings. We review this export to generate the Migration Inventory Document: a written record of every Request field group, Contact field group, workflow activity, condition, decision branch, and custom status value with its current configuration. This document is the primary handoff artifact for the customer's admin team to use when rebuilding ConSol*CM process logic in Zoho Desk Blueprint.

Agent provisioning in Zoho Desk must be completed before any Ticket or Contact import can proceed, because OwnerId and Assignee references on Tickets require a valid Zoho Desk user record. We extract all Resources from ConSol*CM, deduplicate by email address, and produce a provisioning checklist showing which Zoho Desk agents need to be created and which existing agents the Resources map to by email match. Concurrent User licensing in ConSol*CM does not translate directly to Zoho Desk's named-agent model, so we flag this for the customer to decide on seat count during scoping.