Migrate from Dixa to Zoho Desk

Dixa Conversations map to Zoho Desk Tickets as the primary migration unit. The conversation ID becomes the ticket's Ticket Number (Ticket Number is the standard auto-increment identifier; the source Dixa conversation ID is stored in a custom field dia_conversation_id__c for audit trail). Channel type (Phone, Email, Chat, social messaging) migrates to the ticket's Channel field in Zoho Desk. Conversation status (Open, Pending, Resolved, Closed) maps to Zoho Desk Status (Open, Pending, On Hold, Closed). Created timestamp from Dixa cannot be preserved natively via standard Zoho import tools — we document this as a known limitation and apply the original timestamp in a custom field dia_created_at__c.

Dixa Messages are children of Conversations and export separately via the Exports API. Each message references its parent conversation ID. We join messages to conversations during the transform phase and insert them as Zoho Desk Threads (the primary reply structure) with Comments for internal notes. Direction (inbound/outbound) maps to the Thread direction field. Author attribution (agent vs customer) migrates to the Thread author in Zoho Desk. Messages from deactivated Dixa agents cannot transfer to Zoho Desk as agent-authored — we flag these as a reconciliation item during scoping.

Dixa Customer profiles contain conversation history, order history (where integrated), and custom properties. Customers with a company name map to Zoho Desk Account with Contact as the individual. Customers without a company name map to Contact only with AccountExtId left null. Email addresses serve as the primary deduplication key. Custom properties on Dixa customer profiles map to Zoho Desk custom fields on Contact — field creation is coordinated with the customer's Zoho Desk admin before import.

Dixa Agent records (name, email, presence status, role) map to Zoho Desk Users with the Agent role. We resolve agents by email match against the destination Zoho Desk User table. Agents without a matching Zoho Desk User enter a reconciliation queue for admin provisioning before record migration proceeds. Dixa agent-to-team assignments are preserved as a separate Team mapping step.

Dixa Teams are organizational units that group agents and own routing queues. Team names and structures export cleanly from Dixa. Zoho Desk Teams require manual creation by the admin before migration begins — we provide a team name list and agent roster from the Dixa export so the customer can configure Teams in Zoho Desk with matching names and members. SLA settings, operating hours, and queue configurations from Dixa Teams are not exportable and require manual reconfiguration in Zoho Desk.

Dixa auto-tags every conversation for routing purposes — these are internal queue-intent labels, not external-facing categories. Zoho Desk tags are applied manually or via Business Rules and do not carry routing logic. We extract all distinct tag values from the Dixa export, surface them as a mapping table during scoping, and the customer decides which tag values to carry forward (as Zoho Desk Tags) and which to discard. Routing-intent tags with no meaningful external label equivalent are flagged for removal from the migration scope.

Custom fields on Dixa conversations and customer profiles are available via the CSV export and API. Field names and types export cleanly, but destination field creation and type mapping must be coordinated with the customer's Zoho Desk admin before migration because Zoho Desk custom fields are department-specific. We check the target department's field list and create any missing custom fields with matching API names and types before importing data that references them.

Post-conversation CSAT ratings from Dixa (score, submission timestamp, linked conversation ID) map to Zoho Desk's ticket satisfaction rating. We preserve the rating score and link it to the migrated ticket via the dia_conversation_id__c custom field for reconciliation. Ratings without a linked conversation ID are flagged as orphaned and excluded from the migration with a count reported to the customer.

Dixa Knowledge Base articles export as standalone objects with content, categories, and metadata. They map to Zoho Desk Articles under Sections and Categories. Article content migrates as HTML; author attribution and internal permissions do not migrate via standard methods per Zoho Desk's migration documentation. Articles tied to Dixa routing rules (contextual article surfacing) do not carry that routing logic to Zoho Desk and must be re-associated with tickets manually or via Zoho Desk's macro and template system.

Dixa attachments are linked by file path within conversation records rather than stored as standalone binary objects in the export. We preserve file path references as a custom field attachment_paths__c on the migrated ticket and flag any attachments exceeding Zoho Desk's file size constraints. Inline images embedded in message content require separate extraction during the transform phase and re-upload to Zoho Desk's file management before migration begins.

Dixa unifies Phone, Email, Chat, Facebook Messenger, Instagram, Twitter, and WhatsApp as conversation channels. Channel type is stored as a field on each conversation record. We map channel type directly to Zoho Desk's Channel field. Social channels (Facebook, Instagram, Twitter) require Zoho Desk's Social Channels integration to be active on the destination account before those conversation records are imported, otherwise they import with Channel marked as 'Other' and must be corrected manually post-migration.

Dixa's Exports API does not expose voice call duration logs or per-call billing records. Voice history must be sourced separately from Dixa's phone provider logs or any connected telephony partner export. We ask customers upfront whether voice history is in scope and whether separate telephony exports are available before confirming migration scope. If voice records are available in a compatible format, they import as Zoho Desk Tasks with TaskSubtype = Call and CallDurationInSeconds preserved. Call transcripts require separate format assessment.