Migrate from Glassix to Zoho Desk

Glassix Tickets map directly to Zoho Desk Tickets using the ticket ID as the display-id reference. We map status (Open, Pending, Resolved, Closed) to Zoho Desk ticket status values, priority to the Priority field, and assignee to the ticket_assigneeId. Channel origin (email, chat, WhatsApp, social) maps to the ticket_channel field. Custom fields on Glassix Tickets are department-scoped in Zoho Desk, so we map them per the destination department created during schema design.

Glassix Customer records map to Zoho Desk Contacts. The customer email becomes the Contact email, phone becomes phone, and channel opt-in flags map to HasOptedOutOfEmail. If the Glassix workspace uses organizational Customers (B2B accounts), we map to both Zoho Desk Account and Contact, with the Contact linked to the Account via AccountExtId. Name, street, city, state, country, and zip migrate as standard Contact fields.

Glassix Customers with company-level data map to Zoho Desk Accounts when the source data includes organizational context. The Account Name, phone, email, website, industry, and address fields map directly. AccountExtId is set from the Glassix customer ID for cross-referencing during the Contact-Account association phase.

Glassix Agent records map to Zoho Desk Agents by email match. The agent's name, email, department assignment, role, and availability status migrate. We map Glassix department assignments to Zoho Desk department memberships. Agent email must exist in Zoho Desk before migration; any Glassix Agent without a matching Zoho Desk Agent goes to a reconciliation queue for admin provisioning before record import resumes.

Glassix Conversation records (the threaded message history within a Ticket) map to Zoho Desk Threads and Comments. Each Glassix message becomes a Comment record attached to the migrated Ticket. We preserve message direction (incoming/outgoing) by setting the appropriate thread type in Zoho Desk. Internal notes in Glassix map to private Comments in Zoho Desk. Attachments migrate as file references. Original timestamps are preserved in the Comment creation date.

Glassix Channels (email, chat, WhatsApp, Facebook, Instagram, Apple Messages) define the communication medium on each Ticket. We map channel type to the ticket_channel field in Zoho Desk. WhatsApp, Facebook, Instagram, and Apple Messages require Zoho Desk integrations to be configured for those channels post-migration; the channel data is preserved in the field so that once the integrations are active, the channel origin is visible on each ticket.

Glassix Departments map to Zoho Desk Departments, preserving the department name and structure. Agent assignments from Glassix migrate by resolving the department membership and re-applying it in Zoho Desk's department-agent relationship. We create departments in Zoho Desk before Agent migration so that the department association is satisfied at the moment of Agent import.

Glassix AI chatbot configurations (trigger rules, response templates, and automated escalation logic) do not migrate as executable code to Zoho Desk. We extract the chatbot logic during scoping, document it as a written automation specification, and deliver it alongside the migration. Your Zoho Desk admin rebuilds equivalent rules using Blueprint, or you engage a Zoho partner for Blueprint implementation. This is documented as a manual rebuild item, not an automated migration deliverable.

Glassix Workflows automate ticket routing, escalation, and auto-response based on conditions. We do not migrate Workflows as executable automation. We inventory every active Glassix Workflow, document its trigger conditions, actions, and escalation rules, and deliver a written Blueprint design specification. Your Zoho Desk admin or a Zoho partner rebuilds the equivalent in Blueprint post-migration.

Glassix Ticket custom fields (defined via setField in the API) map to Zoho Desk custom fields on the Ticket module. Zoho Desk custom fields use a cf_ prefix (for example, cf_account_number) and are scoped to the department in which they are created. We create the equivalent custom fields in Zoho Desk during schema design, assign them to the relevant department layouts, and map the field values during ticket import. Data types (string, integer, decimal, checkbox, picklist) are preserved from the Glassix field definition.

Glassix KB Articles migrate to Zoho Desk Help Center Articles. Article content, title, and categorization (category and section assignments) map to the equivalent Zoho Desk structure (KBRootCategories and KBSections). Article associations to chatbot triggers are noted in the migration inventory as a manual reconfiguration item for Zoho Desk's Answer Bot or ASAP plugin configuration.

Glassix rendered analytics dashboards (CSAT scores, resolution rates, agent performance metrics, first response time) are not raw data records and cannot be migrated programmatically. We document the schema of each Glassix report (metrics included, date ranges, filters) and deliver it as a specification for rebuilding equivalent reports in Zoho Desk's report builder. Historical numeric metrics (CSAT averages, agent scores) are extracted where available and stored as a reference CSV for manual entry or reconciliation in Zoho Analytics.