Migrate from FocalScope to Zoho Desk

FocalScope Tickets map directly to Zoho Desk Tickets with the ticket number preserved in a custom field focalscope_ticket_id__c for cross-reference. Thread history (emails, notes, internal comments) migrates as Zoho Desk Threads in chronological order. FocalScope ticket priority (Low, Normal, High, Urgent) maps to Zoho Desk Priority. Status mapping: Open and Pending map directly; Resolved and Closed map to Zoho Desk Closed statuses. Note: Zoho Desk does not support sorting tickets by the original created_at date through the standard UI after migration; we embed the original FocalScope created timestamp in the first thread comment for audit purposes.

FocalScope Contacts map to Zoho Desk Contacts with email as the dedupe key. Standard fields (name, email, phone, organization) migrate directly. Custom fields defined on FocalScope Contacts map to Zoho Desk custom fields on the Contact layout. If FocalScope Contacts include a primary company association, we link to the Zoho Desk Account using a lookup relationship.

FocalScope Agents map to Zoho Desk Agents. We extract agent name, email, and queue assignments during scoping. Agents must be provisioned in Zoho Desk before the production migration (each agent receives an invitation email and must accept). We hold any Agent reference on tickets unresolved until the corresponding Zoho Desk Agent record is confirmed active. FocalScope agents assigned to specific queues map to Zoho Desk Teams within the target Department.

FocalScope Queues are the primary routing unit. Zoho Desk organizes agents into Departments, with optional sub-Team divisions. We map each FocalScope Queue to either a Zoho Desk Department (if the queue maps to a distinct business function) or to a Team within a Department (if multiple FocalScope queues map to one business function). The FocalScope queue maximum capacity limit is translated to a Zoho Desk agent capacity setting per agent rather than a queue-level setting, which is the Zoho Desk equivalent model.

FocalScope Email channel tickets migrate to Zoho Desk email tickets with the original sender, recipient, and subject preserved. We validate the FocalScope mail account configuration during scoping to detect any stale email routing (a documented FocalScope issue where mail server recreation breaks inbound routing silently). Any stale accounts are flagged before migration begins. The Zoho Desk email channel is configured by the customer to point at the same inbound mail server before cutover.

FocalScope Voice channel tickets include call log data (call duration, disposition, recording URL if available). These map to Zoho Desk Phone channel tickets. Call recordings are extracted as attachment files and re-associated with the migrated ticket. Note: call recording storage limits and formats differ between platforms; we validate recording file size and format compatibility before migration.

FocalScope Live Chat sessions with full chat transcript history migrate to Zoho Desk Chat tickets. Chat message timestamps are preserved. The chat channel must be configured in Zoho Desk with matching widget or integration settings before the migration window.

FocalScope Facebook channel tickets map to Zoho Desk Facebook Social channel tickets. FocalScope WhatsApp and Telegram tickets (available on FocalScope Enterprise) do not have native Zoho Desk equivalents; we map them to Zoho Desk Tickets with a custom field social_platform__c set to WhatsApp or Telegram and include the full message history in the ticket description. The customer may choose to configure WhatsApp integration separately via Zoho Desk's WhatsApp Business integration if applicable.

FocalScope Standard Responses (canned reply templates) map to Zoho Desk Macros. We extract the full template body, subject line (if separate), and any placeholder variables. FocalScope's Standard Response folder structure maps to Zoho Desk Macro folders. Note: FocalScope allows Standard Responses to be scoped to specific queues; Zoho Desk Macro visibility is controlled by Department permissions. We configure Macros as shared within the target Department to preserve the queue-scoping behavior.

FocalScope SLA policies with response and resolution time windows mapped to ticket priority or queue map directly to Zoho Desk SLA Policies. The Zoho Desk SLA is scoped to a Department, which we set to the Department receiving the migrated tickets. First Response and Next Response thresholds translate directly. We validate that the Zoho Desk plan includes SLA management (Professional and above).

FocalScope Categories act as custom classification fields on tickets and are exposed via the SOAP API. We export all active Category values and rebuild them as Zoho Desk custom fields on the Ticket layout (dropdown or multi-select depending on usage). Category values are preserved as picklist options. The mapping is validated by spot-checking 20 tickets from FocalScope against the rendered custom field in Zoho Desk.

File attachments linked to tickets (emails, chat sessions) are extracted from FocalScope and re-associated with migrated Zoho Desk tickets. Attachment extraction runs in parallel with ticket migration to avoid sequential dependency. Large attachments (over 25 MB) are flagged because Zoho Desk has file size limits per attachment. We notify the customer of any oversized attachments before migration begins.

FocalScope KB articles and their category structure map to Zoho Desk Knowledge Base articles and categories. We export article content, titles, and category assignments. KB article attachments migrate as linked files. Note: FocalScope knowledge base article custom fields (if any) map to Zoho Desk article custom fields, but this mapping requires manual field creation in Zoho Desk before migration. We flag any article with a custom field dependency and pause that article until the custom field is provisioned.

FocalScope Reports can be exported to CSV, Excel, NAS, or FTP storage. We extract FocalScope report definitions and run them to produce export files. Zoho Desk's reporting module is not a 1:1 equivalent of FocalScope's report engine; we deliver the exported report data as structured files and a written mapping of each FocalScope report metric to the closest Zoho Desk standard report or custom report configuration for the customer's admin to rebuild.