Migrate from Euphoric.ai to Zoho Desk

Euphoric.ai Conversations aggregate email threads, messenger messages, and call transcripts into a unified timeline and are the primary migration object. We extract the full message chronology (sender, recipient, timestamp, body, attachments) and map each Conversation to a Zoho Desk Ticket. The ticket_subject maps from the conversation subject or first message preview; ticket_description maps from the initial message body; ticket_channel maps from the ingestion channel (email, chat, phone, social). Status mapping: Open and Snoozed map to Open or Pending based on agent activity; Closed maps to Closed. Label taxonomy from Euphoric.ai maps to Zoho Desk Tags on the ticket record. We preserve the full thread as Ticket Threads (email messages, chat messages, note entries) so the agent timeline mirrors the Euphoric.ai view.

Euphoric.ai Contact records store customer identity, email, and phone with each Conversation associated with exactly one Contact. We map Contacts to Zoho Desk Contacts preserving email address as the primary identifier, phone as phone number, and any custom properties as custom fields (cf_ prefix). The Contact is created before its associated Ticket so the lookup relationship is satisfied at insert time. If a Contact has no email address in Euphoric.ai, we flag the record for the customer admin to resolve because Zoho Desk requires an email on Contact by default.

Euphoric.ai Labels are a tagging taxonomy applied to Conversations (Open, Snoozed, Closed as system labels plus custom labels). We map the full label taxonomy to Zoho Desk Tags, which attach to tickets at import time. For the system labels (Open, Snoozed, Closed), we map to Zoho Desk status values rather than Tags so that the ticket lifecycle is represented in Zoho's native status field. Custom labels from Euphoric.ai map to Tags on the Zoho Ticket, preserving the taxonomy for filtering and reporting in Zoho Desk.

Euphoric.ai Assignee is the agent assigned to a conversation. We resolve Assignee by email match against Zoho Desk Agents (user records with agent permissions). If a Zoho Desk agent account does not exist for the Euphoric.ai assignee email, we assign the ticket to a migration staging agent and flag it in the reconciliation report for the customer admin to provision the correct Zoho User and reassign. Active vs inactive status is preserved from Euphoric.ai.

Euphoric.ai Articles are organized into the built-in Knowledge Base with internal/external visibility flags and category assignments. We extract article content, title, category, author, created date, modified date, and visibility setting. These map to Zoho Desk Knowledge Base Articles under the customer's configured Help Center. Note: per Zoho Desk Zwitch documentation, article attachments will not migrate. We flag any article with attachments in the scoping report and recommend the customer export attachments separately for manual re-upload post-migration. Internal-only articles map to articles with visibility restricted to agents in Zoho Desk.

Euphoric.ai tier-gated Shared Inboxes (1 on Standard, 5 on Plus, 20 on Pro) route conversations by channel or team. Zoho Desk uses a flat ticket queue with Department scoping for multi-team configuration and Labels for channel attribution. We map each Euphoric Shared Inbox to a Zoho Desk Department (the team-level container) plus a Tag that captures the original inbox name. This preserves inbox identity without requiring a Zoho object equivalent to inbox. If the destination Zoho Desk account uses only one Department, we skip department creation and use Labels exclusively to represent inbox origin.

Call Logs in Euphoric.ai are generated when Built-in Phone Support is used, but Call Logging is explicitly a Pro-tier feature ($45/seat). We confirm the source account plan tier during scoping: if Standard Plan ($13/seat) or Plus Plan ($30/seat), no call records exist in the source regardless of telephony activity, and we skip Call Log extraction. For Pro-tier accounts, we extract call start time, end time, duration, disposition, participant list, and any linked transcript. These map to Zoho Desk Calls (the Task subtype for telephony in Zoho Desk) linked to the associated Contact and Ticket. Call duration and disposition migrate as custom Task fields or the native call fields available in Zoho Desk.

EuphoricGPT-generated conversation summaries are stored as locked metadata on Conversations — they are not editable in Euphoric.ai and there is no API path to modify them. We extract the summary text and attach it as a read-only internal note on the migrated Zoho Desk Ticket with a prefix indicating it is an AI-generated summary from the source system. If Zia (Zoho Desk's AI assistant) is active on the destination account and auto-generates summaries, the ticket may display both the migrated EuphoricGPT summary and a Zia summary. We document this for the customer admin to configure Zia's summary behavior to avoid duplication.

Euphoric.ai Response Templates are pre-written responses used for common question patterns with channel filter settings. We extract template name, body content, and applicable channel filters. Zoho Desk uses Macros to store template-based responses and automated actions. We map Response Templates to Zoho Desk Macros, preserving the template body as the Macro response text. The auto-apply vs. manual-insert logic from Euphoric.ai does not translate directly to Zoho Macros because Zoho's Macro trigger model is based on conditions and permissions rather than channel-specific auto-application; we document the original behavior for the admin to configure equivalent Macro triggers post-migration.

Euphoric.ai Reporting data is aggregate and ephemeral — calculated on demand from Conversations and Call Logs rather than stored as independent records. There are no report configuration exports, saved filters, or dashboard layouts available to extract. We document this limitation in the scoping report and recommend that the customer admin review Zoho Desk's standard reporting suite post-migration to rebuild any reporting views that were used in Euphoric.ai. Zoho Desk's Reports module supports custom report creation with filters scoped to ticket fields, agent performance, and SLA compliance.

Euphoric.ai tracks Products linked to conversations when customers reference specific products during support interactions. We extract product name, SKU, description, and any custom fields, mapping them to Zoho Desk Products. Products are created before Tickets so that the product lookup is available on ticket import. Product categories map to Zoho Desk product categories.

Each message within an Euphoric.ai Conversation (inbound customer message, outbound agent reply, internal note) maps to a Zoho Desk Ticket Thread entry or Comment. Inbound messages from the customer map to the public Ticket Thread (visible to the customer in the portal); agent replies map as agent responses in the thread; internal notes from Euphoric.ai map to private Comments in Zoho Desk that are hidden from the customer portal. Message timestamps are preserved to maintain chronological ordering in the ticket timeline. Attachments on individual messages migrate as Ticket Attachments linked to the specific thread entry.