Migrate from Fluent Support to Zoho Desk

Fluent Support Tickets (fs_tickets table) migrate directly to Zoho Desk Tickets. The Fluent Support ticket_id becomes the Zoho Desk ticketNumber as a reference field; the original created_at timestamp is preserved as a custom field (original_created_at__c) because Zoho Desk imports set Created Time to migration date by default. Status mapping: Fluent Support status values (open, pending, resolved, closed) map to Zoho Desk Status (Open, Pending, On Hold, Closed). Priority maps from Fluent Support priority field (urgent, high, normal, low) to Zoho Desk Priority.

Each Fluent Support Ticket conversation entry in fs_conversations migrates to Zoho Desk Thread records. The author type (customer vs agent) determines the Thread Type in Zoho Desk (Inbound for customer, Outbound for agent). We preserve timestamps and content body, and flag direction (incoming vs outgoing) for thread ordering. Thread is the Zoho Desk child object that preserves the full back-and-forth conversation history.

Fluent Support Customer records are WordPress users with profile data stored in wp_users and wp_usermeta. We extract the WordPress user ID, display name, email, and any contact-specific custom fields and map them to Zoho Desk Contact records. Email becomes the primary Contact lookup key. If the customer uses Zoho CRM, Contacts can optionally link to an Account; we flag this as a configuration decision during scoping.

Fluent Support Agents are WordPress users with support-specific roles. We resolve Agent records by email match against the destination Zoho Desk Agents module. The source agent_id and WordPress user_id are preserved in custom fields for reconciliation. Agents without a matching Zoho Desk user account go to a provisioning queue for the customer's admin to resolve before record import begins.

Fluent Support Mailboxes define incoming channels (email, portal) and carry routing rules tied to the WordPress site's domain. Mailboxes map to Zoho Desk Departments, which manage agent permissions, email routing (FROM addresses), and SLAs per department. We document every source Mailbox name, email routing address, and channel type so the customer can reconfigure email routing in Zoho Desk after migration. The actual POP/IMAP inbox reconnection is a manual post-migration task.

Fluent Support conditional custom fields are extracted with their per-ticket values. Zoho Desk creates custom fields per department, so each destination Department requires its own custom field definition matching the source. Conditional visibility logic (show field B only if field A equals value X) is not portable from Fluent Support; we provide a custom field inventory worksheet listing field names, types, API names, and conditional rules so the customer's admin can rebuild visibility conditions in Zoho Desk layout rules.

Fluent Support Products carry a product_id and product_source string referencing the WordPress plugin ecosystem. Product associations on tickets map to Zoho Desk Products if the customer maintains a product catalog. The product_source reference is WordPress-specific and does not migrate; we document the product_id to product_name mapping and flag whether the destination requires a Zoho Desk Product record to be created for each linked ticket.

Fluent Support Tags migrate to Zoho Desk Tags on Tickets. Tags are stored as flat key-value arrays in Fluent Support; they map directly to Zoho Desk's tag field. We extract all unique tags from tickets and validate that they meet Zoho Desk's tag length and character constraints before import.

Fluent Support attachments are stored in the WordPress media library or plugin-specific upload directories. We extract attachment URLs, download files, and re-host them as Zoho Desk Ticket Attachments linked to the corresponding Thread records. Inline images embedded in conversation content are extracted, re-uploaded to Zoho Desk, and their URLs updated in the thread body. The Zoho native Zwitch tool does not migrate attachments; we handle this via the Zoho Desk REST API POST /attachments endpoint.

Fluent Support priority fields (urgent, high, normal, low) map directly to Zoho Desk Priority values (High, Medium, Low, or custom Priority field if configured). We use a configurable value translation table if the destination Zoho Desk instance uses custom Priority picklist values.

Fluent Support Workflows are UI-defined automation rules with triggers and conditions. The underlying rule logic is not exposed as structured JSON in the database schema and cannot be exported programmatically. We catalog every active Workflow by name, trigger type, conditions, and action sequence and deliver a Blueprint design worksheet. The customer's admin rebuilds these in Zoho Desk Blueprint (Professional tier and above) post-migration. Workflows remain disabled during the migration window and are re-enabled after validation.

Fluent Support personal and team reports (Resolve Stats, Response Stats, Ticket Stats) are computed dynamically from ticket data at query time. They are not persisted as database rows and cannot be migrated as records. We recommend exporting report screenshots and key metric snapshots before migration cutover. Zoho Desk Reports module is rebuilt post-migration using the migrated ticket data as the source; we provide a report configuration checklist mapping Fluent Support report types to Zoho Desk report categories.