Migrate from eTicket to Zoho Desk

eTicket Tickets map directly to Zoho Desk Tickets. The original eTicket ticket ID is preserved in a custom field original_ticket_id__c on the Zoho Desk Ticket because Zoho Desk assigns its own sequential ticket number at import time. Ticket status, priority, and category map from eTicket field values to Zoho Desk Status and Priority picklists. Any eTicket custom ticket fields require pre-creation in Zoho Desk under the relevant department before migration begins because Zoho Desk custom fields are scoped per department.

eTicket conversation entries map to Zoho Desk Ticket Threads. Thread ordering is preserved by setting the Zoho Desk thread timestamp to the original eTicket message timestamp. Agent replies and customer messages are distinguished using eTicket's sender type field mapped to the Zoho Desk thread type (threadType: reply or comment). Internal notes in eTicket map to Zoho Desk private comments if the destination account has internal note visibility enabled.

eTicket file attachments on tickets migrate to Zoho Desk Ticket Attachments. We download attachments from eTicket, verify MIME type and file size, then upload to Zoho Desk via the Desk API against the migrated ticket. Files exceeding Zoho Desk's attachment size limit are flagged for manual handoff or alternative storage. Note that Zoho Desk's native Zwitch import tool excludes KB article attachments; we handle ticket attachments as part of the standard migration scope.

eTicket Customer records map to Zoho Desk Contacts. Email address serves as the dedupe key during import. If an eTicket Customer record lacks an email address, we generate a placeholder identifier and flag the record for admin review post-migration. Contact phone, company name, and address fields map to the corresponding Zoho Desk Contact fields. Any contact custom fields require pre-creation in Zoho Desk under the Contacts module before migration.

eTicket Agents map to Zoho Desk Agents. Agent resolution uses email as the matching key: we match eTicket agent emails against Zoho Desk user accounts by email. If a matching Zoho Desk agent profile does not exist at migration time, we create the agent via the Desk API and send the invitation email. Agent roles (Admin, Agent) map to Zoho Desk Support Administrator and Agent profiles. Light Agent creation requires Professional or Enterprise tier.

eTicket Teams map to Zoho Desk Teams. Zoho Desk requires teams to be created manually or via API before agent assignment. We create Zoho Desk Teams during migration setup using the Desk API, then map eTicket team membership to Zoho Desk team membership during the agent migration phase. The Zoho Desk Team Assignment setting must be enabled under Setup > Users and Control > Team Assignment for team routing to function post-migration.

If eTicket stores Organization or Company records linked to Customers, these map to Zoho Desk Accounts. Account name becomes the Account Name field, and the domain or website maps to the Website field. Account-to-Contact linkage is resolved during the Contact migration phase using the AccountExtId reference.

eTicket Tags on tickets map to Zoho Desk Tags. Tags migrate as a string array attached to the migrated ticket. Zoho Desk allows filtering by tag in ticket views and reports. If a tag references a content category or topic, we preserve it as a tag rather than converting it to a Zoho Desk Topic, which is used for Knowledge Base article organization.

eTicket KB Articles map to Zoho Desk Knowledge Base Articles. Articles migrate with title, body content, and category. Note that attachment migration for KB articles is excluded per Zoho Desk's native limitations on KB article file attachments; article attachments are inventoried in the handoff document for manual re-upload by the admin. Article-to-article internal links do not update automatically and are included in the link audit handoff.

eTicket custom ticket fields require pre-creation in Zoho Desk under the relevant department before migration. We audit all eTicket custom fields during discovery, generate a Zoho Desk custom field creation checklist by department, and flag any field types that do not have a direct Zoho Desk equivalent (e.g., multi-select picklist, date range). Zoho Desk supports custom fields of type string, decimal, integer, currency, checkbox, date, datetime, and picklist per module per department.

If eTicket tracks Products linked to tickets, these map to Zoho Desk Products. Product name, SKU, and description migrate. Products are imported before ticket migration so that the product reference on tickets resolves at import time.

eTicket tasks linked to tickets map to Zoho Desk Tasks. Task title, description, due date, and assignee migrate. Task status maps from eTicket status values to Zoho Desk Task status values. Standalone tasks not linked to a ticket migrate as Zoho Desk Tasks under the linked Contact or Account.