Migrate from GREYHOUND CRM to Zoho Desk

GREYHOUND CRM Tickets map directly to Zoho Desk Tickets with Ticket number preserved as an external ID reference. Status, Priority, and Assignment history migrate as typed Zoho Desk fields. Custom Ticket Fields from GREYHOUND CRM map to Zoho Desk custom fields; because Zoho Desk custom fields are scoped per department, we identify the target department during scoping and create matching custom fields within that department's layout before migration. Any custom field that references a GREYHOUND CRM entity (Customer, Company, Team) is resolved to its Zoho Desk equivalent before insert.

GREYHOUND CRM Customers map to Zoho Desk Contacts. Email address is used as the dedupe key. First Name and Last Name migrate as typed fields; if GREYHOUND CRM stores a single display name field without a first/last split, we parse it and flag any ambiguous splits for the customer's admin to resolve. Phone, mobile, and address fields migrate directly to their Zoho Desk Contact equivalents.

GREYHOUND CRM Companies map to Zoho Desk Accounts. Account Name, Website, Phone, Industry, and Address fields migrate directly. Account is created before any Contact import so that the Contact-to-Account lookup (AccountExtId reference) is satisfied at the moment of Contact insert. If GREYHOUND CRM stores multiple contacts per company without a formal Company-Contact association, we consolidate them under the mapped Account during transformation.

GREYHOUND CRM Agents map to Zoho Desk Agents by email match. Agent name, email, and role (if present) migrate. We flag any GREYHOUND CRM agent record without an email address for the customer's admin to manually provision a Zoho Desk agent before migration. Agents with deactivated status in GREYHOUND CRM cannot be migrated per Zoho Desk's import constraints; we list these in the pre-migration reconciliation report.

GREYHOUND CRM Teams do not have a direct Zoho Desk equivalent at the API level. Zoho Desk Teams are created via the Setup > Users and Control > Teams path, and agents are associated post-creation. We extract the GREYHOUND CRM team roster, create matching Teams in Zoho Desk before migration begins, and then associate migrated agents to the correct Team using the agent email as the join key. The customer enables Team Assignment in Zoho Desk settings before migration.

GREYHOUND CRM conversation threads migrate to Zoho Desk ticket comments in chronological order. Each comment preserves the author (mapped to the Zoho Desk agent or contact), timestamp, direction (inbound/outbound), and body text including any internal notes. Attachments referenced in conversations migrate as Zoho Desk comment attachments linked to the same comment record. The original GREYHOUND CRM created timestamp is preserved in the comment metadata if the import API supports it; otherwise it is embedded in the comment body with author attribution.

GREYHOUND CRM file attachments associated with tickets and conversations migrate as Zoho Desk attachments. File size limits follow Zoho Desk's 10GB total upload limit per migration; files exceeding this threshold are flagged for post-migration manual upload or cloud storage link strategy. We preserve the original filename, MIME type, and upload timestamp. Inline images within ticket descriptions and comments migrate as separate ContentDocument records attached to the ticket.

GREYHOUND CRM KB Articles migrate to Zoho Desk help center articles within the selected department. Article title, content (HTML), author, and publication status migrate. KB Categories map to Zoho Desk categories within the help center. Article URLs in GREYHOUND CRM are preserved in a custom field for admin relinking after migration. Draft articles are imported as drafts; published articles are published. Customers should verify help center domain and branding settings before KB migration begins.

GREYHOUND CRM KB Categories map to Zoho Desk help center categories. Category name, description, and sort order migrate. Parent-child category hierarchy is preserved if Zoho Desk supports nested categories in the target plan; otherwise categories are flattened with a custom field indicating the original parent relationship.

GREYHOUND CRM Tags migrate to Zoho Desk Tags on tickets. Tag names are preserved verbatim. Zoho Desk Professional caps tags per ticket (30 per ticket at Professional, 50 at Enterprise); we flag any tickets with tag counts exceeding the target plan limit for admin review before migration.

GREYHOUND CRM Ticket Associations (links between related tickets) migrate to Zoho Desk Related Tickets where available, or to a custom Zoho Desk field storing the associated ticket number as a text reference. Parent-child ticket hierarchy migrates as a Zoho Desk custom field or linked ticket relationship depending on the target plan's support for hierarchical tickets.

GREYHOUND CRM custom objects beyond the standard set migrate to Zoho Desk custom objects where Zoho Desk supports custom modules in the target plan (Professional and above). Custom object schema (fields, field types, lookups) is pre-created in Zoho Desk before data migration. If GREYHOUND CRM custom objects reference Tickets, Contacts, or Accounts, those lookup relationships are resolved using the external ID mapping established during the standard object migration phase.