Migrate from DoneDone to Zoho Desk

DoneDone Issues map to Zoho Desk Tickets. The Issue title maps to Ticket Subject, description maps to Description, status maps to Status, priority maps to Priority, and the primary watcher maps to Assignee. Due date migrates to the Due Date field. We preserve the full task history (timestamped field-change log) as threaded comments or an internal-note block in the Ticket so agents can audit what happened before cutover. Zoho's ticket layout is department-specific, so mapping requires the Department assignment to be resolved first.

Each DoneDone Project maps to a Zoho Desk Department. Departments in Zoho Desk define the ticket layout, agent roles, Blueprint workflow, SLAs, and email routing address scoped to that Department. We enumerate all Projects during scoping and create corresponding Departments in Zoho Desk before any Ticket import, ensuring the Department lookup is satisfied at insert time. Customers with a single Project map to a single Department; multi-Project setups require the customer to confirm department boundaries before migration begins.

DoneDone Workflows (the ordered list of Statuses with permitted transitions) map to Zoho Desk Blueprint stages and transition rules. Each Project's Workflow is reviewed independently because DoneDone allows Projects to define non-standard Statuses over time. We extract every distinct Workflow, map each Status to a Blueprint stage with a matching or nearest-equivalent name, preserve the transition rules as Zoho Blueprint conditions, and flag any Statuses with no clear Zoho equivalent for manual confirmation. Blueprint is a Zoho Desk Standard feature.

DoneDone Status values (Open, In Progress, Waiting on Fixer, Closed, Resolved, etc.) map to Zoho Desk ticket Status values which are defined per Blueprint. We preserve the ordered sequence and color assignments from DoneDone, mapping colors to Zoho's nearest palette equivalents. Status transitions that are permitted in DoneDone become conditional transitions in the Zoho Blueprint that we configure before migration.

DoneDone Tags are flat labels applied across Issues. Zoho Desk supports a native Tags field on Tickets. We migrate tags as a flat string array on each Ticket, preserving the original tag names verbatim. Zoho Desk tags are scoped per Department, so tags applied across multiple Departments from DoneDone are available in all mapped Departments post-migration.

DoneDone Saved Replies are template text snippets used by agents to respond to recurring ticket types. Zoho Desk does not have an equivalent global Saved Replies concept; the closest analog is Macros, which are per-Department action templates that include text content plus field presets. We extract all Saved Replies during discovery, categorize them by usage frequency, and deliver a written inventory mapping each Saved Reply to a Zoho Desk Macro with the recommended Department assignment. Macros must be recreated manually in Zoho Desk by the customer's admin.

The primary watcher on a DoneDone Issue maps to the Zoho Desk Ticket Assignee field. This is a 1:1 mapping where the watcher with fixer role or primary assignment role becomes the ticket owner in Zoho. We resolve the assignee by email match against Zoho Desk agent records, holding any unmatched assignees in a reconciliation queue for the customer to provision before import continues.

DoneDone Issues support multiple watchers in addition to a primary assignee. Zoho Desk Tickets support only a single primary assignee. We preserve the full watcher list as a Zoho Desk custom multi-select picklist field (Agent Team or Watchers__c) on the Ticket layout. This field is visible to agents and admins but does not drive routing or escalation logic in Zoho Desk without additional Blueprint configuration.

DoneDone private comments are visible only to internal team members and not to the end customer. Zoho Desk has an Internal Note concept on Tickets with visibility controlled by agent role (Standard agents vs Support Administrators). We map all DoneDone private comments to Zoho Desk Internal Notes, preserving the original author, timestamp, and text content. Public comments map to Ticket Threads as agent replies. This mapping is applied by default and confirmed with the customer during the scoping call to ensure the correct visibility controls are set.

DoneDone Issues can reference other Issues as linked sub-tasks or related items. Zoho Desk Tickets support Related Tickets and sub-tasks within the same Department. We preserve the raw linked-issue ID and relationship type (parent-child, blocks, relates-to) in a custom field on the related Zoho Ticket for audit. The actual linking is recreated as Related Tickets in Zoho where the relationship semantics are supported.

DoneDone Issue attachments include file name, size, uploader, and a URL pointing to Google Drive integration. We download each attachment from the source URL or Google Drive link and re-upload to Zoho Desk's file storage on the corresponding Ticket. Zoho Desk's assisted migration caps file upload at 10 GB per file; we handle larger files via direct API chunked re-upload to avoid this limitation. Attachment metadata (uploader, original upload date) is preserved in the Ticket record.

Every DoneDone Issue carries a timestamped history log of field changes (status transitions, assignee changes, priority changes, description edits). We export this as a chronological array of change events and replay it as a series of Internal Notes or threaded comments on the Zoho Desk Ticket, noting each event as a historical action by the system. This preserves the full audit trail without requiring Zoho to have an equivalent history log.