Migrate from Frappe Helpdesk to Zoho Desk

HD Ticket records map to Zoho Desk Ticket with status, priority, ticket type, creation and modification timestamps, description HTML, and SLA deadline fields transferred directly. We preserve the original Frappe created_on timestamp in a custom Zoho Desk field frappe_created_date__s to maintain reporting continuity. Thread history (agent replies, customer messages) migrates as Zoho Desk Comments ordered chronologically. HD Ticket Template custom fields require explicit field-level mapping to Zoho Desk custom ticket fields during scoping; we flag all HD Ticket custom fields during discovery and pre-create equivalent Zoho Desk fields before import.

HD Customer records map to Zoho Desk Contact with name, email, phone, organization link, and custom fields transferred directly. Portal user linkage is preserved in a custom field for reconciliation. If the source HD Customer has an organization link, we create a corresponding Zoho Desk Account and set the Contact's AccountId lookup. HD Customer custom fields require mapping to Zoho Desk Contact custom fields before import.

Frappe Helpdesk organizations attached to HD Customer map to Zoho Desk Account. The organization's name, website, territory, and industry fields transfer directly. Account is created before Contact import so that the AccountId lookup is satisfied at the moment of Contact insert. If no organization exists in the source, Contact records are created without an AccountId and assigned to an Unassigned Account placeholder for post-import cleanup.

Frappe Helpdesk Teams define agent groupings and email inbox routing. Zoho Desk does not have a native Team equivalent; it uses Department as the agent grouping construct. We map team names to Zoho Desk Departments and add agents to the relevant departments during the post-import agent provisioning step. Email inbox routing rules from Frappe Teams are translated to Zoho Desk department-level email configurations. If multiple Frappe Teams map to a single Zoho Desk Department, agent assignment is cumulative.

Frappe Helpdesk Agent records (user accounts, roles, permissions) map to Zoho Desk Agent profiles. We match agents by email address. Any Frappe Agent without a corresponding Zoho Desk agent account is placed in a reconciliation queue and the customer's Zoho admin provisions the missing account before record import resumes. Agent role scoping (tier-1, tier-2, supervisor) maps to Zoho Desk agent Level and field-level security.

Frappe Helpdesk SLA Policies define response and resolution time windows by priority or ticket type. Zoho Desk SLA Policies support first-response and resolution targets scoped per department. We map Frappe SLA Policy definitions to Zoho Desk SLA Policy configurations with matching time windows. If the destination Zoho Desk plan does not include SLA management, we preserve SLA policy names and target minutes in a custom field on the Ticket for manual policy application post-migration.

Frappe Helpdesk Assignment Rules automate ticket routing based on subject keywords, customer tier, and ticket type. These are configuration records that do not migrate as automation code. We export all active assignment rules, document their trigger conditions, actions, and order, and deliver a written inventory recommending equivalent Zoho Desk Blueprint stages or Macro triggers for each rule. The customer's admin rebuilds automation rules in Zoho Desk post-migration.

KB Articles in Frappe Helpdesk are DocTypes with category assignments and HTML article content. We migrate articles and category hierarchy to Zoho Desk Help Center Articles and Sections. Article view counts and feedback ratings are not transferred because Zoho Desk's Article object does not store these as standard fields. Knowledge base attachments (images embedded in articles) require manual re-upload to Zoho Desk because third-party imports do not transfer KB attachments.

Pre-written response templates in Frappe Helpdesk store subject and content as DocType fields. These migrate cleanly as text blobs to Zoho Desk Macros, which contain a name, description, and set of automated actions (reply content, field updates, tag additions). Dynamic variable substitution syntax such as {{ticket.customer_name}} in Frappe canned responses does not have a direct Zoho Desk equivalent; we strip the template variables and flag them in the handoff document for manual update.

Frappe Helpdesk Communication records represent agent replies and customer messages linked to HD Ticket. We preserve chronological order and thread structure by inserting Comments on the mapped Zoho Desk Ticket in original timestamp sequence. Comment author is preserved in a custom Comment field frappe_author__s because Zoho Desk third-party imports do not always carry the original author name. Inline images embedded in Communication records are dropped during import; we flag these in the attachment inventory for manual re-insertion.

HD Ticket Template is a Frappe Doctype that controls which custom fields render in the agent form view. Custom fields on HD Ticket exist as Frappe Custom Field records but do not appear in the agent interface until they are added to the Template. We export all HD Ticket Template entries, map each custom field definition to a Zoho Desk custom ticket field with an equivalent data type, and document any fields that exist in the source but have no Zoho Desk equivalent for the customer's admin to review.

Frappe Helpdesk file records linked to HD Ticket that are stored as public files are re-downloaded using the Frappe site's public URL and uploaded to Zoho Desk as ticket attachments. We preserve the original filename and attach it to the corresponding migrated Ticket. Attachment migration is attempted during the main import phase and failed downloads are logged in the attachment inventory for the customer's review.

Tags applied to HD Ticket records are mapped to Zoho Desk Tags. If Zoho Desk's tagging feature is not enabled in the destination account, we migrate tag names as a custom multi-select picklist field on the Ticket for post-migration admin review and tagging-system activation.