Migrate from HelpCrunch to Zoho Desk

HelpCrunch Customers (contacts with custom properties) map to Zoho Desk Contacts, each optionally linked to a Zoho Desk Account (the company/organization level). If the HelpCrunch customer has an explicit company association, we create an Account first and link the Contact via AccountExtId. Custom properties on HelpCrunch customers (text, number, date, checkbox, dropdown) map to department-scoped custom fields on the Contact module in Zoho Desk. We handle type conversion where schema differs and preserve the original HelpCrunch customerId as ContactExtId for dedupe validation.

HelpCrunch Chats map to Zoho Desk Tickets. Each chat's message history becomes Ticket Threads (the conversation body) and Ticket Comments (agent-side notes not visible to the customer). HelpCrunch chat metadata (timestamp, status, assignee, channel) maps to Zoho Ticket fields: Status, Priority, Assignee, and Channel. The chat channel (live chat, email, WhatsApp, Instagram) maps to Zoho's ticket channel field. Thread direction (incoming vs outgoing) preserves in the Thread structure; HelpCrunch's MessageDirection field maps to Thread Type (Incoming/Outgoing) in Zoho Desk.

HelpCrunch knowledge base articles export with content, metadata, and SEO fields. They map to Zoho Desk Knowledge Base Articles under the appropriate department. We preserve article title, body HTML, status (draft/published), author, and SEO metadata (meta title, meta description, slug URL). Note that HelpCrunch's widget-embedding context (standalone vs in-widget) does not transfer; we export the content and embedding configuration as a handoff note for the customer's admin to recreate in Zoho's KB widget settings. KB article attachments do not migrate via Zoho's Zwitch; we handle them separately via API attachment endpoints.

HelpCrunch Saved Replies (team-scoped key-value response templates) map to Zoho Desk Macros. Each Saved Reply's title maps to Macro Name, and the response body (plain text or HTML) maps to Macro content. Variable placeholders from HelpCrunch (e.g., {{customer.name}}) are preserved as-is; the customer's admin maps these to Zoho Desk's {{contact.name}}, {{ticket.id}}, or other supported placeholder syntax during rebuild. Macros are scoped per department in Zoho Desk; we assign to the department matching the HelpCrunch team scope.

HelpCrunch Email Templates (subject, body HTML, variables) map to Zoho Desk's Email Templates scoped to the appropriate department. We extract subject line, HTML body, and variable placeholders. Zoho Desk's template variable syntax differs from HelpCrunch's; we flag each variable for the customer's admin to map during template recreation. Plain-text alternatives migrate as secondary templates.

HelpCrunch Auto Messages (triggered popups, proactive chat invitations, and behavioral conditions) have targeting rules that do not have a direct Zoho Desk equivalent. Zoho Desk uses Blueprint for ticket process flows and SLA policies for time-based rules, but behavioral popup triggers are not supported. We export the full Auto Message content, trigger logic, and targeting conditions as a written specification document. The customer's admin rebuilds these as Blueprint steps or macros in Zoho Desk. The message content itself does not migrate automatically.

HelpCrunch Chatbot flows (node-based automation trees with branching logic, rule-based flows, and limited AI agents) are structural constructs that cannot transfer to Zoho Desk, which does not have a native chatbot builder. We export the full flow content and structure as a node-by-node specification document. For teams requiring chatbot capability post-migration, we document the recommended path (Zia Skills in Zoho Desk or a dedicated chatbot tool) during the handoff. Chatbot content is not migrated as functional code.

HelpCrunch Tags (flat string labels applied to Customers and Chats) map to Zoho Desk Tags. We export the full tag taxonomy and reapply tag associations during import. In Zoho Desk, Tags are applied to Tickets and can be used for filtering and reporting. Tag associations on HelpCrunch Customers map to Tag assignments on the corresponding Zoho Desk Contact records. Tag associations on HelpCrunch Chats map to Tag assignments on the corresponding Zoho Desk Ticket.

HelpCrunch custom properties on Customers (text, number, date, checkbox, dropdown types) map to Zoho Desk custom fields on the Contact module. Zoho Desk custom fields are department-scoped, meaning the same custom field must be created separately in each department where it applies. We pre-create the field schema in all target departments before migration, handle type conversion (e.g., HelpCrunch checkbox maps to Zoho checkbox), and map API field names to the destination field API names. Validation rules on Zoho custom fields can block import; we coordinate with the customer's admin to temporarily adjust field requirements during migration.

HelpCrunch Agent records (name, email, role) map to Zoho Desk Agent profiles. We extract agent profiles and import them into Zoho Desk by email match. HelpCrunch role assignments (admin, agent) map to Zoho Desk permission profiles (Support Administrator, Support Agent). Note that Zoho Desk Agents are scoped to Departments; each migrated agent must be assigned to at least one Department. We hold agents without a matching Zoho Desk Department in a reconciliation queue for the customer's admin to assign before record import resumes.

HelpCrunch unifies live chat, email, WhatsApp, and Instagram into a shared inbox. Channel configuration metadata (inbox routing, channel status) transfers as documentation. Each channel must be reconnected at the destination: the email inbox re-authenticated, the WhatsApp Business account relinked, and the Instagram account re-integrated via Zoho Desk's channel settings. We export channel configuration as a handoff checklist; the customer's admin completes the reconnection during the cutover window.

HelpCrunch Popup configurations (design, timing rules, targeting conditions) are UI-bound constructs tied to HelpCrunch's behavioral engine. Zoho Desk does not have a popup or proactive chat invitation feature. We export popup content, timing rules, and targeting logic as a specification document. The customer's admin rebuilds these as macros, automated email responses, or webhook-triggered campaigns in Zoho's workflow builder if proactive outreach is required. Popup content does not migrate as functional code.

HelpCrunch dashboard reports (Team Members, Customer Satisfaction, Total Chats) export as CSV/XLSX from the HelpCrunch dashboard. Aggregate metrics transfer as flat data files for archival. Interactive drill-down reports, custom dashboards, and scheduled report delivery cannot migrate because Zoho Desk's reporting engine is structurally different. We deliver the archived CSV files and a written specification of every active HelpCrunch report including filters, date ranges, and chart types. The customer's admin rebuilds these in Zoho Desk's report builder.

HelpCrunch chat widget installation code (the JavaScript snippet embedded on customer websites) is HelpCrunch-platform specific and does not transfer to Zoho Desk. The widget appearance, color scheme, and behavior settings export as a configuration document. The customer's web team must install the Zoho Desk chat widget snippet separately post-migration. The Basic plan's HelpCrunch branding on the widget is removed automatically upon cutover; we flag this for the customer's team so the widget appearance post-migration is not a surprise.