Migrate from FuseDesk to Zoho Desk

FuseDesk Cases map 1:1 to Zoho Desk Tickets. We migrate Case status, priority, assigned Agent, linked Contact, channel thread content, note body, and checklist structure. Custom Case fields from FuseDesk are discovered via API, validated against Zoho Desk's department-specific field schema, and created as matching fields before Case import begins. Created timestamps are preserved by injecting the original FuseDesk createdAt value into the Ticket comment body per Zoho Desk's limitation on direct timestamp import.

FuseDesk pulls Contact data from Infusionsoft/Keap or ActiveCampaign via two-way sync. The synced contact fields map directly to Zoho Desk Contacts. If the customer has an active Zoho CRM instance, we link the Zoho Desk Contact to the corresponding Zoho CRM Contact record via the Contact's email address. Custom contact properties from the FuseDesk sync configuration are preserved as custom fields on the Zoho Desk Contact object.

FuseDesk Departments organize Agents and Cases. We map each FuseDesk Department to a corresponding Zoho Desk Department, preserving department names and Case routing context. Zoho Desk departments own custom field definitions, so any FuseDesk custom Case fields must be mapped into the correct destination department layout. If FuseDesk uses a flat department-less structure, we create a single default Zoho Desk department and assign all Cases and Agents to it.

FuseDesk Agent records (name, email, role, department membership) map to Zoho Desk Agents. We resolve Agents by email match. Zoho Desk requires Agents to have an accepted invitation before ticket assignment; we flag any unmatched Agents in a reconciliation queue for the customer's admin to provision in Zoho Desk before record import resumes. Agent credentials and passwords do not migrate.

FuseDesk aggregates email, SMS, live chat, Facebook Messenger, Instagram DM, and phone into unified Case threads. We migrate full thread content with channel-type metadata preserved as a custom field on each thread entry (channel_source = email | SMS | chat | social | phone). Thread direction (incoming vs outgoing) is derived from the channel-type and sender context in FuseDesk and written explicitly into Zoho Desk's comment direction field. Note that FuseDesk strips subject lines and CC/BCC from inbound emails — this gap is documented in the migration audit report.

FuseDesk rich notes on Cases, including inline checklists, migrate to Zoho Desk Ticket Comments. We preserve the full note body and render checklist items as a bulleted list within the comment body. Checklist completion status is preserved by prefixing each completed item. Public versus private visibility is mapped to Zoho Desk comment visibility settings.

FuseDesk email, text, and note templates are exported with their content and type classification. Zoho Desk supports Ticket Templates but the schema and field structure differ from FuseDesk's template model. We deliver Templates as a structured JSON export organized by type (email, SMS, note), with a field-by-field mapping note describing the Zoho Desk Template field that corresponds to each FuseDesk template property. The customer's admin creates the Zoho Desk templates from this reference during the post-migration setup phase.

FuseDesk custom Case fields vary by account configuration. We discover the full custom field schema via FuseDesk's API before migration, map each field's data type to the closest Zoho Desk field type (string, decimal, integer, currency, checkbox, dropdown), and pre-create the fields in the relevant Zoho Desk department layouts. If a FuseDesk custom field type has no Zoho Desk equivalent, we store the value in a JSON-formatted text field and document the transformation in the migration audit.

FuseDesk Workflows automate Case routing, status triggers, and notifications but are not accessible via the FuseDesk API. We export Workflow names and active/inactive status as a JSON manifest and flag each Workflow as requiring manual rebuild in Zoho Desk's Workflow Rules builder. The Zoho Desk Workflow Rule trigger types (Ticket Created, Ticket Updated, Field Value Changed) do not map directly to FuseDesk's trigger model, so the manifest includes a description of each FuseDesk trigger and condition for the admin to use as a rebuild specification.

FuseDesk reporting dashboards aggregate agent performance, Case volume, and satisfaction metrics. These are aggregate data not associated with individual records and are not available for migration. We deliver a written inventory of every FuseDesk report the customer uses, with the Zoho Desk Report equivalent (Ticket Report, Agent Performance Report, CSAT Report) noted for the admin to rebuild in Zoho Desk's reporting module.

FuseDesk stores channel-type per message in a Case thread. We preserve this as a custom field (channel_source) on each Zoho Desk comment record. For phone channel entries that include duration, we map to a Zoho Desk Call custom field if the customer licenses Zoho Desk Telephony or store duration in a text field if not.

FuseDesk supports tagging on Cases. We migrate Tags as Zoho Desk Tags on the corresponding Ticket. Tag-based ticket filtering is preserved in Zoho Desk's tag management interface. Note that Zoho's Zwitch tool drops tags during migration; our API-based approach preserves them.