Migrate from Foqal to Zoho Desk

Foqal Tickets map directly to Zoho Desk Tickets with status, priority, assignee, created time, and modified time preserved. We extract tickets from the Foqal GraphQL API using cursor-based pagination (typically 100 records per page) and insert them into Zoho Desk via the Tickets REST endpoint. The Foqal ticket channel (Slack DM, Teams channel, emoji shortcut, floating bar) is stored as a custom field foqal_channel__c to preserve origin context. Parent-child ticket splits from Foqal migrate as Zoho Desk Related Tickets.

Foqal Conversation messages map to Zoho Desk Ticket Comments. Each message carries author attribution, timestamp, message body, and direction (Agent or Customer). We reconstruct the thread chronology by ordering on Foqal's createdAt timestamp and inserting as Zoho Desk Comments with the IsPublic flag set to true for customer-visible messages and false for internal notes. Foqal's internal-agent comments map to Zoho Desk Internal Notes. Thread direction (Incoming vs Outgoing) from Foqal maps to Zoho Desk Comment Direction.

Foqal Agents map to Zoho Desk Agents (agent-level user profiles). We resolve by email address: if a Zoho Desk user with the matching email already exists, we associate the migrated ticket's assignee to that user; if not, we create the agent profile via the Users API before ticket import. Agent role (Admin, Agent) and team membership are translated to Zoho Desk Role and Department assignment. Foqal Free-plan agents with archived tickets are flagged for reconciliation during scoping.

Foqal Teams map to Zoho Desk Departments, which are the primary organizational unit in Zoho Desk. Team membership and team-level SLA ownership translate to Department-scoped agents and Department-linked SLA policies. We create Zoho Desk Departments during the schema phase, map team names to department names, and configure the department-to-agent assignments after user provisioning but before ticket import so that ticket assignment rules resolve correctly.

Foqal SLA tier definitions (TTFR, wait times, Enterprise/Premium/Free tier differentiation) map to Zoho Desk SLA records. Each Foqal SLA maps to a Zoho Desk SLA with First Response Time and Resolution Time thresholds per priority level. We export the SLA policy definitions from Foqal settings during discovery, then create corresponding Zoho Desk SLAs linked to the target Department. Priority mapping (Urgent, High, Medium, Low) is preserved between platforms.

Foqal ApprovalRequest objects use a URN identifier format (ApprovalRequestUrn) that is referenced by workflow approval chains. Zoho Desk does not have a native Approval Request object. We export the URN values and associate them with the related ticket as a custom field foqal_approval_urn__c for audit traceability, and we document the approval chain logic (approver, threshold, escalation) in the automation inventory so the customer's admin can recreate it as a Zoho Desk Blueprint approval step or a custom Zoho Creator application.

Foqal's native HubSpot sync creates linked references to Companies, Deals, Contacts, and Notes inside the Foqal ticket context. We capture the HubSpot record IDs and URL references as custom fields on the migrated Zoho Desk ticket (foqal_hubspot_company_id__c, foqal_hubspot_contact_id__c, foqal_hubspot_deal_id__c) rather than migrating the third-party records themselves. If the customer continues using HubSpot post-migration, they configure the Zoho Desk HubSpot integration separately; if they migrate HubSpot to Zoho CRM, that is a separate engagement.

Foqal automation rules (routing triggers, SLA-based escalations, approval chains) are configuration-level settings not exposed as queryable API objects. We attempt to export automation definitions from the Foqal UI-level config where accessible and fall back to documenting the observed routing behavior from ticket pattern analysis. We deliver a written automation inventory with each rule's trigger condition, action, and recommended Zoho Desk equivalent (Blueprint stage, Workflow Rule, or Macro). The customer's admin rebuilds these in Zoho Desk post-migration.

File attachments on Foqal tickets (images, PDFs, screenshots) are referenced by URL in the Foqal GraphQL response. We download each attachment to local storage, then upload to Zoho Desk via the Attachments API linked to the corresponding ticket. The original filename, MIME type, and uploaded-by attribution are preserved. Attachments from Slack-uploaded files require an additional authentication step against the customer's Slack workspace token.

Foqal's productivity and CSAT reporting is computed dynamically from ticket data at query time and is not stored as an exportable data object. Zoho Desk's Reports module rebuilds reporting from the migrated ticket data. We do not migrate report snapshots or historical metric values; the customer's admin configures Zoho Desk reports post-migration using the imported ticket history as the data source.

Foqal ticket tags migrate as Zoho Desk Tags. Tags are preserved as string values and linked to tickets via the Tags API in Zoho Desk. Tag-based filtering in Foqal translates directly to Zoho Desk tag filtering in custom views.

Foqal tickets linked to end-customer contacts map to Zoho Desk Contacts. The contact name, email, phone, and company are extracted from the Foqal conversation author metadata and upserted into Zoho Desk Contacts. If a Contact with the same email already exists in Zoho Desk, we link the ticket to the existing record; if not, we create the Contact before ticket import so the lookup is satisfied.