Migrate from Deskero to Zoho Desk

Deskero Tickets map directly to Zoho Desk Tickets. Standard fields (subject, description, status, priority, assignee) map to their Zoho Desk equivalents. We request a sample export during scoping to confirm the full thread structure and any custom fields before designing the field mapping. Note that Zoho Desk Tickets are department-scoped; we map Deskero tickets to a specific Zoho Desk department during import and flag multi-department tickets for customer resolution.

Deskero Customers map to Zoho Desk Contacts. Name, email, phone, and company associations migrate directly. The Preferred Client flag from Deskero maps to a custom boolean field deskero_preferred_client__c on the Contact record. If the customer also uses Zoho Desk's Accounts object, we attach each Contact to the corresponding Account by company name match.

Deskero Customers that have a company name associated map to Zoho Desk Account records. We create Accounts before importing Contacts so that the AccountId lookup is satisfied at Contact insert time. Deskero customers without a company association do not generate an Account record.

Deskero KB articles map to Zoho Desk Articles, but the category hierarchy requires a configuration step. Deskero's KB export may not include structured category trees in a machine-readable format. We request a sample KB export during scoping, map it against Zoho Desk's Sections and Sub-sections model, and manually rebuild the hierarchy in Zoho Desk before article import if the export does not preserve it.

Deskero article categories map to Zoho Desk Sections. If Deskero uses a two-level category hierarchy, the parent level maps to Sections and the child level maps to Sub-sections in Zoho Desk. We create the section structure before article import to preserve article-to-category associations.

Deskero Canned Answers map to Zoho Desk Macros. Template names and content migrate as macro name and body respectively. Category groupings from Deskero map to Zoho Desk macro folders. Macros are not ticket-specific but are available globally to agents and can be applied to tickets during the agent workflow.

Deskero Tags applied across tickets and customers migrate to Zoho Desk Tags. Tag strings and their record associations (which tickets and contacts carry which tags) are preserved. Tag count and distribution are inventoried during scoping to confirm the destination system has the tag capacity needed.

Deskero custom fields on the Ticket object map to Zoho Desk custom fields in the Ticket module. Zoho Desk custom fields are scoped per department, so we identify the target department during scoping and create custom fields within that department's layout. Field data types are mapped (string to single line, multi-select to picklist, date to date, etc.) based on the exported values.

Deskero custom fields on the Customer object map to Zoho Desk custom fields in the Contact module. If the destination uses a unified contact model in Zoho Desk, we consolidate ticket and customer custom fields into the Contact module and flag any field name collisions for customer resolution during scoping.

Deskero social monitor mentions that are linked to a ticket migrate as ticket comments in Zoho Desk. The social channel source (Twitter, Facebook, etc.) is preserved in a custom field deskero_social_channel__c on the comment record. Thread direction (incoming/outgoing) is preserved using the deskero mention direction if available.

Deskero social monitor mentions not linked to a ticket require a scoping decision. We present three options to the customer: import as standalone tickets, merge into existing tickets by social handle match, or exclude from migration scope. This decision point must be resolved before the import pass begins.

Deskero agent records map to Zoho Desk Agents (Users). We resolve by email match against the Zoho Desk destination org's user list. Agents without a matching user go to a reconciliation queue for the customer's admin to provision before record import resumes.

Deskero workflow rules, SLA settings, and escalation logic are platform-level configuration and cannot be exported as structured data. We do not migrate them. We deliver a written inventory of every active Deskero workflow with its trigger conditions, actions, and recommended Zoho Desk Blueprint or macro equivalent. The customer's admin rebuilds these post-migration.