Migrate from Experia to Zoho Desk

Experia Tickets map to Zoho Desk Tickets. We migrate standard fields (subject, description, status, priority, created time, modified time) and any confirmed custom fields into Zoho Desk's department-scoped custom field slots. Zoho Desk's assisted migration expects a Tickets_XX.csv file with an optional Created Time column; original ticket creation dates do not migrate by default — we document this gap and can embed creation timestamps in ticket comments if the customer requires historical accuracy.

Experia Customer records map to Zoho Desk Contacts. The mapping relies on Experia providing a contact export with required fields (Last Name required; First Name optional per Zoho Desk CSV spec). Email, Phone, Mobile, Street, City, State, Country, and Zip migrate as standard Contact fields. We flag any Experia custom contact properties that cannot map to Zoho Desk's defined Contact schema for customer review.

Experia Company records map to Zoho Desk Accounts. Zoho Desk's Accounts_XX.csv expects AccountExtId (required), AccountName (required), and optional fields including Phone, Email, Website, Industry, Street, City, Description, and Annual Revenue. We resolve the Account lookup on Contact import by matching AccountExtId across the two files. Multi-contact deduplication (when one Experia Company has multiple associated Customers) requires confirmation during scoping.

Experia Agent records map to Zoho Desk Agents. Zoho Desk's Agents_XX.csv requires agentExtId and Last Name, with Email as a required field — if a migrated agent's email already exists in the destination, the system maps them to the existing user. All migrated agents receive an invitation email they must accept. We map Experia role assignments to Zoho Desk's Agent, Light Agent, or Support Administrator roles based on the customer's role matrix.

Experia Teams map to Zoho Desk Teams. Note that Zoho Desk's assisted migration tool cannot transfer Teams automatically — agents must be added to Teams manually post-import or through custom post-migration scripting. We include team creation as a post-import step in the migration runbook and flag this for the customer's admin. Routing rules and workload distribution logic in Experia must be re-implemented as Zoho Desk Business Rules after migration.

Experia Conversation threads attached to Tickets map to Zoho Desk Ticket Threads and Ticket Comments. The Zoho Desk assisted migration automatically includes Threads and Comments when the Tickets module is selected, and attachments associated with threads are migrated as part of this import path. We verify thread direction (incoming vs outgoing) is preserved during mapping — Zoho Desk can incorrectly mark all thread replies as incoming without explicit direction flags.

Experia custom ticket fields map to Zoho Desk custom fields scoped to the relevant department. Zoho Desk Enterprise tier supports custom field types including string, decimal, integer, currency, and checkbox with RegEx validation. We pre-create all destination custom fields before import begins so that incoming data satisfies Zoho Desk's required-field and type-validation rules. Custom field creation requires Support Administrator permissions in Zoho Desk.

Experia file attachments migrate to Zoho Desk ticket attachments. Zoho Desk's assisted migration includes attachments automatically when the Ticket module is imported. We validate file size against Zoho Desk's attachment limits (dependent on the destination plan tier) and note that large binary attachments may require chunked transfer or alternative delivery if Experia's export mechanism does not provide direct file access.

Experia Tags migrate to Zoho Desk Tags on the respective ticket or contact record. Zoho Desk's assisted migration tool does not migrate tags by default — this requires post-import data processing or custom scripting. We document the full Experia tag taxonomy during discovery and provide a post-migration tag application script as part of the migration deliverables.

Experia's integrated chatbot configurations do not migrate to Zoho Desk. Zoho Desk's Zia AI capabilities are separate from chatbot flow builders. We deliver a written inventory of all Experia chatbot flows, triggers, and responses as a standalone document for the customer's implementation team to re-implement using Zoho Desk's automation rules or a dedicated Zoho Creator chatbot module.

Experia's agent workflow and automation rules do not migrate to Zoho Desk. The two platforms have fundamentally different automation models: Experia uses undocumented rule configurations while Zoho Desk separates Business Rules, Workflow Rules, Time-Based Rules, and Blueprint stages. We deliver a written automation inventory document listing every active Experia rule with its trigger, conditions, and actions, mapped to the equivalent Zoho Desk feature for the customer's admin to rebuild.

Experia's agent assignment logic and SLA rules migrate as configuration documentation rather than executed rules. Zoho Desk supports SLA policies at the department level with time-based triggers, but SLA tools are static rather than dynamic (unlike platforms like Supportbench). We map Experia's SLA configuration intent to Zoho Desk's SLA policies and flag any SLA criteria that cannot be replicated within Zoho Desk's static SLA model.