Migrate from Faveo Help Desk to Zoho Desk

Faveo Tickets map directly to Zoho Desk Tickets. We preserve ticket subject, description, status (open/pending/on-hold/resolved/closed), priority, type, assignee (mapped to Zoho agent), and organization link. Faveo ticket threads and comments migrate to Zoho Desk Thread records. The original ticket created_at timestamp cannot be set via Zoho Desk API (tickets inherit the import date per Zoho documentation), so we store the original Faveo created_at in a custom field favo_created_at__c for audit.

Faveo Customers (requesters) map to Zoho Desk Contacts. We preserve name, email, phone, mobile, and custom user fields. The Faveo customer_id becomes the external ID (contactExtId) on Zoho Desk Contact to support reconciliation and future sync. Organizations linked to the customer migrate first so that the AccountId lookup is satisfied at Contact insert time.

Faveo Agents map to Zoho Desk Agents. We preserve first name, last name, email, role (admin vs agent), skill assignments, and active/inactive status. Agent departments in Zoho Desk are pre-created during schema design; Faveo agent groups map to Zoho Desk departments based on the customer's routing configuration during scoping.

Faveo Organizations (grouped customers by company) map to Zoho Desk Accounts. We preserve account name, phone, email, website, address, industry, and org-level custom fields. The Account is created before any linked Contact to satisfy the required AccountId lookup on Zoho Desk Contact import.

Faveo Labels (color-tagged categorizations via v3/api/label) map to Zoho Desk Tags. Zoho Desk Tags do not support color metadata or ordering, so we flatten the label hierarchy to flat tag values and document the original color assignments in the migration report for the customer's admin to optionally re-implement as tag naming conventions (e.g., color names in brackets).

Faveo SLA policies (response time, resolution time, matchers, escalation rules) require manual rebuild in Zoho Desk because Zoho's SLA model uses department-scoped Service Level Targets rather than named policy objects. We document every Faveo SLA configuration (via v3/api/get-enforcer/sla/{slaId}) in the migration report with the recommended Zoho Desk equivalent so the customer's admin can configure SLAs before live operation.

Faveo shared custom ticket fields (dropdown, text, date, number types via the Internal API) map to Zoho Desk custom fields. Custom fields in Zoho Desk are scoped per department, so we create each field in the relevant Zoho Desk department matching the Faveo ticket-section grouping. Admin-gated Internal API access is required to enumerate Faveo custom fields; we use Personal Access Tokens or admin credentials during scoping to extract the full field schema before migration.

Faveo custom ticket sections organize shared fields into logical groups in the admin panel. Zoho Desk does not have an equivalent section concept; instead, we map Faveo sections to Zoho Desk departments where the relevant custom fields are scoped. We document the section-field mapping in the migration report so the customer's admin can align the Zoho field layout to match agent workflows.

Faveo Workflows (condition-action pairs for auto-assignment, status changes, SLA triggers) do not migrate as code. We capture every Faveo workflow rule from the database as structured data and deliver a written workflow inventory with the recommended Zoho Desk Blueprint equivalent for each. The customer's admin rebuilds automations in Zoho Desk's Blueprint editor post-migration.

Faveo KB articles (categories, sub-categories, article content, publish status) map to Zoho Desk Articles and Sections. We preserve article content, section assignments, and status. Zoho Desk does not migrate KB attachments (documented per Zoho Desk's own Zwitch limitations), so we flag every Faveo KB article with attachments and provide a list of attachment filenames for the customer's admin to re-upload manually post-migration.

Faveo canned responses (per-agent and global templates) map to Zoho Desk Saved Replies. We extract the template body, title, and usage scope (global vs agent-scoped). Per-agent scoping maps to Zoho's agent-level saved replies with global templates shared across the department.

Ticket attachments stored in Faveo's file system are downloaded, re-uploaded to Zoho Desk's attachment storage via the /api/v1/Attachments endpoint, and relinked to the correct ticket conversation. Zoho Desk KB attachments are excluded per Zoho's documented limitation; we document each affected KB article separately. Large attachment batches (over 500 per migration) require Zoho credit budgeting because each attachment upload consumes API credits.