Migrate from Grasp to Zoho Desk

Grasp Contacts map directly to Zoho Desk Contacts. Standard fields (name, email, phone, mobile) migrate 1:1. Address fields, social handles (Facebook, Twitter), and custom fields migrate to their Zoho equivalents. If the Grasp Contact has a linked Conversation history, we resolve the contact-to-ticket linkage before importing the conversation as a Zoho Ticket. AccountExtId is optional in Zoho; if the Grasp contact has no company association, it remains unlinked to an Account.

Grasp Conversations translate to Zoho Desk Tickets with thread history split into Ticket Threads (the structured conversation entries) and Ticket Comments (internal notes). The Grasp channel type (WhatsApp, email, live chat, Instagram Direct) is stored as a Zoho custom field since Zoho assigns channels at the department level rather than the conversation level. Thread direction (incoming/outgoing) from Grasp migrates to Zoho Thread Type (Incoming or Outgoing) to preserve conversation flow. Internal notes from Grasp become Ticket Comments with isPrivate flag set.

Grasp Channel metadata (WhatsApp, email, live chat, Instagram Direct) does not map to a native Zoho Desk object. We create a picklist custom field Channel_Source__c on the Ticket module and populate it with the Grasp channel value. This allows Zoho Desk agents to filter and report by original channel without losing context. If Grasp supports additional channels beyond the standard four, we map them to the same custom field with a normalised label.

Grasp Team Members map to Zoho Desk Agents by email address match. Grasp role names (admin, agent) map to Zoho Desk permission profiles. We run owner reconciliation before migration: any Grasp Team Member without a matching Zoho Agent by email goes to a reconciliation queue for the customer's admin to provision before record import resumes. Active/inactive status migrates from Grasp.

Grasp Tags on conversations are lightweight labels without a native Zoho Desk equivalent. We create a multi-select picklist custom field Conversation_Tags__c on the Ticket module and populate it with the comma-separated Grasp tag values. If the customer uses more than 150 unique tags, we recommend splitting into multiple custom fields or using Zoho Desk's Tag feature post-migration.

Grasp's Team Inbox (the primary workspace container with shared views and routing rules) does not have a direct Zoho Desk equivalent. We map the primary Grasp inbox to a Zoho Desk Department. Secondary team views map to Zoho Desk Shared Views within that department. Routing rules and assignment logic are documented as part of the automation inventory and must be rebuilt in Zoho Blueprint.

Grasp Help Center articles migrate to Zoho Desk Knowledge Base articles with title, body (HTML), status (Draft/Published), and category mapping. Article-to-article links and internal navigation structures may not translate directly because Zoho uses a different KB hierarchy model. We flag any Grasp article that contains broken internal links during migration discovery and document them for manual reconstruction.

File attachments on Grasp Conversations and Contacts migrate as Zoho Desk Attachments linked to the corresponding Ticket or Contact record. Large attachment volumes (over 5 GB total) may require a separate file transfer pass after the primary record migration. We preserve the original file name, MIME type, and URL reference from Grasp where available.

Grasp custom fields on Contacts and Conversations require schema discovery before migration because Zoho Desk custom fields are scoped per department and must be pre-created before data import. We run the custom field discovery pass first, create the equivalent Zoho custom fields in the target department (with matching data types: string, integer, date, picklist, checkbox), then import data against the pre-built schema. Custom field definitions are documented in the schema handoff document.

Grasp's reporting and analytics dashboards are platform-native and do not export in a migratable format. We do not migrate Reports or Analytics. We deliver a written summary of the Grasp Report Builder configurations observed during discovery (metrics, filters, chart types) so that the customer's Zoho Desk admin can rebuild equivalent reports in Zoho Desk's report builder or Zoho Analytics.

Grasp's channel integrations (WhatsApp Business, Instagram, email SMTP, live chat widget) are configuration-level settings that cannot be exported and re-imported. We do not migrate integration settings. We document the active Grasp integrations (with credentials, webhook URLs, and routing configuration) in the integration inventory document so the customer's admin can reconnect channels in Zoho Desk post-migration.

Grasp's routing rules, assignment logic, and Team Inbox configuration do not migrate to Zoho Desk. We do not migrate Workflows or routing rules as code. We deliver a written inventory of Grasp's routing rules, assignment conditions, and inbox views with a recommended Zoho Desk Blueprint and Shared Functionality equivalent for each. The customer's admin rebuilds these in Zoho post-migration.