Migrate from Help On Task to Zoho Desk

Help On Task Tickets map to Zoho Desk Tickets. We map Ticket ID to Ticket Number, subject to Subject, status to Status (Open/Pending/Resolved/Closed), priority to Priority (Low/Normal/High/Urgent), requester email to Requester Contact lookup, assignee email to Assignee Agent lookup, and created/updated timestamps to Created Time and Modified Time. Thread history migrates as Ticket Threads ordered by timestamp.

Help On Task Customers with a company or organization name map to Zoho Desk Accounts. Account Name is the required destination field; we use the company name from the customer record or derive it from the domain if the company name is absent. The customer email domain maps to the Account Website field as a dedupe signal. Accounts are created before Contacts so that the Account-Contact lookup is satisfied at Contact insert time.

Help On Task Customers map to Zoho Desk Contacts. Email is the primary dedupe key. First Name and Last Name map to the corresponding Contact fields. If a customer record contains no name but has an email, we construct a display name from the email local-part. Each Contact is linked to its parent Account via AccountExtId resolved at migration time.

Help On Task Agents map to Zoho Desk Agents. We match by email address. Zoho Desk requires agents to be associated with at least one Department before they can be assigned tickets, so we create a default Migration Default Dept in Zoho Desk during setup and assign all migrated agents there unless the customer specifies otherwise. Agents without email addresses go to a reconciliation queue for the customer's admin to resolve before migration proceeds.

Help On Task tags are label-style metadata on tickets. We map tag names as-is to Zoho Desk Tags. Zoho Desk supports tags on tickets from all paid tiers, and there is no hard tag limit per ticket in the product specification. If the customer uses tags for categorization beyond simple labeling, we flag this during scoping and recommend a Zoho Desk multi-select picklist as an alternative.

Help On Task custom fields on tickets require manual schema collection from the customer because CSV exports flatten values into columns without exposing field types, required flags, or option lists. We request a screenshot or manual list of all custom field definitions before migration begins. Each field is recreated in Zoho Desk via Setup > Layouts and Fields, scoped to the relevant department, using the matched data type (string, integer, currency, checkbox, dropdown). After schema creation, field values import from the CSV into the corresponding Zoho Desk custom field.

Help On Task attachments stored as URLs are downloaded to a temporary FlitStack AI blob store before the source account closes. We then re-upload each file to Zoho Desk and link it to the correct Ticket Thread entry. Zoho's native Zwitch tool does not migrate attachments, making API-led re-uploading the only path to preserve them. We preserve original filenames and content types. Files without a retrievable URL go to a manual-resolution queue.

Help On Task conversation entries within a ticket map to Zoho Desk Ticket Threads. We preserve the message body, author email (resolved to the Contact or Agent in Zoho Desk), direction (Incoming from requester, Outgoing from agent), and timestamp. Thread ordering is maintained by processing messages in ascending timestamp order. Public versus private notes in Help On Task map to Public and Internal thread types in Zoho Desk.

Help On Task has no department or team hierarchy. To satisfy Zoho Desk's requirement that agents belong to a department before ticket assignment works, we create a default department named Migration Default Dept during schema setup. If the customer has a multi-team structure implied by Help On Task tag usage or assignee groupings, we recreate departments in Zoho Desk and assign agents accordingly before tickets are imported.

Help On Task statuses (typically Open, Pending, Resolved, Closed) map to Zoho Desk Status field values. We configure the Status picklist in Zoho Desk before import to match the source status set exactly. Custom statuses added by the customer in Help On Task require manual documentation and are recreated as custom picklist values in Zoho Desk during the custom field schema phase.

Help On Task priority levels map to Zoho Desk Priority field values (Low, Normal, High, Urgent). If Help On Task uses fewer than four priority tiers, we map the available tiers to the closest Zoho Desk equivalent. If Zoho Desk SLAs are configured post-migration, priority assignments determine which SLA policy applies to each ticket.

If Help On Task has a linked knowledge base or FAQ document set (exported separately as HTML or markdown), we map article titles to Solution Title, body content to Solution Details, categories to Solution Category, and publication status to Status (Published, Draft, Archived). Solutions are created in Zoho Desk under the Solutions module before ticket import so that articles are available for agent reference during the migration window.

If Help On Task tickets reference products or services (via a custom product name field), we map these to Zoho Desk Products. Product Name and Product Code migrate as-is. Products must exist in Zoho Desk before ticket import if the product field is set as a lookup; otherwise it lands as a free-text field.

Help On Task tickets sometimes contain sub-task action items. If these are exported as a separate task list, we map them to Zoho Desk Tasks linked to the parent Ticket via the WhatId reference. Task subject, due date, assignee, and status migrate. Standalone tasks without a ticket parent are created as Zoho Desk Tasks without a WhatId.