Migrate from Deepser to Zoho Desk

Deepser Service Requests are the primary ticket object and map directly to Zoho Desk Tickets. We map Deepser's priority, status, category, assigned agent, requester customer, and timestamps to the equivalent Zoho Desk Ticket fields. Deepser's requester Customer record resolves to a Zoho Desk Contact (or Account-linked Contact) using email as the dedupe key. All active Service Request statuses are mapped to Zoho Desk status values during the schema scoping phase, and any custom statuses are created in Zoho Desk before migration begins.

Deepser Change Requests follow the same schema as Service Requests but include an additional change-type classification (Standard, Minor, Major, Emergency). Zoho Desk Tickets do not have a native change-type field. We map change-type as a Zoho Desk custom field (changeType__c, picklist) on the Ticket module and preserve the original classification. If the customer uses Zoho Desk's Blueprint feature, we document whether change-type should trigger a specific Blueprint state machine for approval routing.

Deepser Customers are the requester entities linked to Service Requests and Change Requests. We migrate the full contact card including name, email, phone, company association, and any custom fields defined on the Deepser Customer module. Email address serves as the primary dedupe key. If a Customer has an associated Company in Deepser, we resolve the Company record in Zoho Desk first, then link the Contact to the Account. Deepser's multilingual contact data migrates as-is; Zoho Desk's standard Contact fields (Name, Email, Phone, Title) are populated directly with custom fields handling any language-specific properties.

Deepser Companies function as organizational parent records for Customers. We preserve the Company name, address, and custom fields and map them to Zoho Desk Accounts. The Account is created before any Contact import so that the Contact-to-Account lookup relationship is satisfied at the moment of Contact insert. If a Deepser Customer has no associated Company, we create a standalone Contact in Zoho Desk without an Account link, documented in the reconciliation report.

Deepser's ITAM module tracks hardware and software assets with fields for serial number, type, location, assigned user, and lifecycle status. Asset types and custom properties vary per installation, so we perform a full custom field discovery pass before designing the mapping. If the destination organization uses Zoho Asset Manager (a separate Zoho product integrated with Zoho Desk), we map Deepser assets to Zoho Asset Manager Assets with a lookup link back to the Zoho Desk Contact or Account. If Zoho Asset Manager is not in scope, we map assets as custom fields on the Zoho Desk Ticket for reference purposes only.

Deepser Agents map to Zoho Desk Agents. We match by email address and preserve role assignments, team memberships, and active/inactive status. Deepser's minimum 3-agent seat requirement does not constrain the Zoho Desk destination, where the Free tier supports up to 3 agents and paid tiers scale without minimums. Any Deepser agent without a matching Zoho Desk Agent record is placed in a reconciliation queue for the customer's admin to provision before record import continues.

Deepser's knowledge base articles (internal or customer-facing, linked to tickets) migrate to Zoho Desk Help Center articles. We preserve article title, content body, categories, and internal/public visibility flags. Note from Zoho Desk's Zwitch documentation: article attachments will not migrate, and this limitation applies to our migration as well. We document every attachment reference in the knowledge base migration report so the customer's admin can reattach or re-upload files post-migration.

Deepser exposes a Custom Fields module where customers define additional properties on Tickets, Customers, Assets, and other entities. Custom field schemas vary per installation. We discover the full custom field inventory during scoping, map each to an equivalent Zoho Desk custom field (created per module in Setup > Customization > Fields), and handle type conversion (date, numeric, picklist, multi-select, checkbox) during the staging transform. Deepser multi-select values map to Zoho Desk multi-select picklists where supported.

Deepser workflows include ITIL-aligned step types (approval gates, automated tasks, conditional routing) triggered by Service Requests or Change Requests. These do not migrate as executable code. We deliver a written inventory of every active Deepser workflow with its trigger object, step sequence, approval chain, and condition logic, plus a recommended Zoho Desk Blueprint equivalent or macro sequence. The customer's admin rebuilds the automation in Zoho Desk's Blueprint builder post-migration.

Deepser's billing modules track time-based billing entries linked to tickets and assets. These records have no direct equivalent in Zoho Desk's standard object model. We migrate the billing data as a structured export (CSV format aligned to the Deepser billing schema) and deliver it alongside the migration, documented in a billing-data readme so the customer's finance or operations team can import into a separate system or Zoho Analytics if reporting on historical billing is required.

Deepser's reporting module stores report definitions and dashboard layouts internally with no export capability. We do not migrate report definitions or dashboard layouts. We recommend exporting the underlying data via the same XLSX/CSV grid export that drives the migration, documenting the report metrics and filter criteria in a written report inventory so the customer's Zoho Desk admin can recreate the logic in Zoho Analytics or the built-in Reports module.

Deepser ships with native integrations for Microsoft Teams, NinjaOne RMM, and Datto RMM. These are configuration-based connections rather than data objects. We document the active integration settings (endpoints, credentials, sync scope) during discovery and deliver a written integration inventory for the customer to reconfigure in their Zoho Desk environment. Zoho Desk's own Teams integration and RMM connectors (available separately) are referenced as destination equivalents where applicable.