Migrate from Enchant to Zoho Desk

Enchant Conversations map to Zoho Desk Tickets with message threads translated into Ticket Comment records. Each inbound and outbound message in the Enchant thread becomes a separate Comment entry with the author (agent or customer), direction (incoming/outgoing), timestamp, and body preserved. Internal notes in Enchant map to private Comments in Zoho Desk. Enchant's conversation status (open, pending, resolved, archived) maps to Zoho Desk Status values. Priority and channel metadata from Enchant migrate as custom fields on the Ticket record. The ticket subject is derived from the first message subject line when available.

Enchant Customers map to Zoho Desk Contacts. When an Enchant Customer has an associated Company field, we create a Zoho Desk Account first and link the Contact to it via the Account lookup. Customer name, email, phone, mobile, address, and tags migrate directly. Enchant custom properties on Customers map to Zoho Desk custom fields scoped to the Contact module. If the Enchant customer has no email (phone-only or social-channel-only), we create a Contact with phone as the primary identifier and flag it for admin review for email validation.

Enchant Inboxes map to Zoho Desk Departments. We capture the full inbox structure during scoping (inbox names, routing rules, assigned agents) and create matching Departments in Zoho Desk before ticket import. Enchant inbox routing rules (which inbox a conversation lands in based on channel or keyword) are documented for recreation in Zoho Desk's Assignment Rules or Blueprint workflows. Multi-inbox configurations with distinct team ownership are the primary driver of scoping complexity on this pair.

Enchant Channels (email, phone, SMS, WhatsApp, Facebook, Instagram) map to the channel configuration on Zoho Desk Departments. Email channels require reconnection in Zoho Desk by updating DNS MX records to point to Zoho's mail servers. Phone channels in Zoho Desk require Zoho Voice or a compatible telephony integration; if Enchant's phone channel is via a third-party SIP provider, we document the configuration for the customer's IT team to reconnect post-migration. Social channels map to Zoho Desk's Social module for each configured platform.

Enchant Knowledge Base articles migrate to Zoho Desk Help Center as Sections (categories) and Articles. We preserve article content, publication status (draft/published), category hierarchy, and author attribution. Enchant internal snippets migrate as internal Articles in Zoho Desk (marked as internal). Attachments embedded in Enchant articles are downloaded and re-uploaded to Zoho Desk. We note that Zoho Desk's Zwitch tool does not migrate Knowledge Base attachments; we handle these manually via Enchant's article export. Enchant article URLs generate new slugs in Zoho Desk, and we deliver a redirect map of old-to-new URLs.

Enchant Agents map to Zoho Desk Agent profiles by email match. We capture agent name, email, role (admin vs agent), and availability settings. Enchant's permission model may need simplification in Zoho Desk, where roles are scoped to Department. We flag any Enchant agent with a role that has no direct Zoho Desk equivalent (e.g., restricted inbox access) for admin review during provisioning. Deactivated Enchant agents do not migrate in Zoho Desk's standard process; we flag them separately for manual account creation if historical attribution is required.

Tags on Enchant Conversations and Customers migrate to Zoho Desk Tags and are applied to the corresponding Tickets and Contacts. Multi-tag associations per record are preserved as individual Tag assignments in Zoho Desk. We use the tag name as the dedupe key to avoid creating duplicate tags if multiple Enchant conversations share the same tag.

Enchant CSAT ratings attached to resolved conversations migrate as Zoho Desk CSAT Survey Responses linked to their originating Tickets. The rating value (stars or numeric scale) and any written feedback migrate as response text. Historical rating distributions are preserved for post-migration reporting continuity. Note that CSAT functionality in Zoho Desk requires the Standard tier or above; we verify the destination tier during scoping.

File attachments in Enchant conversations are extracted, downloaded, and re-uploaded to the corresponding Zoho Desk Ticket as Attachments. Original filenames are preserved. Attachments stored in third-party integrations (Google Drive links, Dropbox links in Enchant messages) are documented as URLs that must be re-authenticated in Zoho Desk post-migration. We flag attachments exceeding Zoho Desk's file size limits for manual handling.

Enchant phone channel call logs require separate extraction via Enchant support, as call recordings and voicemail attachments are not included in standard conversation exports. We request call log data during scoping and map call duration, disposition, and recording URLs to Zoho Desk Tasks with TaskSubtype = Call, linked to the originating Ticket. If call recordings are needed for compliance or customer history, we flag this upfront and plan a dedicated extraction pass. Zoho Desk Professional and above support call logging natively via Zoho Voice.

Enchant workflow rules (auto-assignment, routing conditions, trigger actions) are not exposed via export. We document every active workflow during discovery: trigger event, conditions, and actions. We deliver a written workflow inventory with recommended equivalents in Zoho Desk Blueprint or Assignment Rules. The customer's admin rebuilds automations post-migration. Enchant's Advanced Security add-on (SSO, IP restrictions) does not migrate; we note the equivalent Zoho Desk security features for admin configuration.

Enchant AI features (draft responses, translation, summarization, autonomous ticket handling) are in beta and are not attached to individual records in a way that migrates. AI-generated draft content stored within conversations is treated as regular message content and migrates as part of the conversation thread. Post-migration, the customer's admin configures Zia AI features in Zoho Desk Standard tier (sentiment analysis, reply suggestions) or Enterprise tier (autonomous agents) based on the Zoho Desk plan selected.