Migrate from HelpDesk 3 to Zoho Desk

HelpDesk 3 Tickets map 1:1 to Zoho Desk Tickets. We extract ticket ID, subject, description, status, priority, assignee, linked customer email, created-at timestamp, and updated-at timestamp from HelpDesk 3 exports. Zoho Desk's status taxonomy (Open, Pending, On Hold, Solved, Closed) requires mapping from HelpDesk 3's status labels. Priority maps directly (Low, Medium, High, Urgent). Multi-email linking to a single ticket in HelpDesk 3 becomes a single Zoho Desk ticket with all requester email addresses stored in the requester field and any secondary addresses recorded in a custom field.

HelpDesk 3 Customer records map to Zoho Desk Contacts. The mapping uses email as the dedupe key. First name, last name, phone, company association, and billing profile fields extract from HelpDesk 3's customer export and map to Zoho Desk's Contact fields. Customers with no email address require a generated placeholder email to satisfy Zoho Desk's Contact requirements. Company association from HelpDesk 3 maps to Zoho Desk's AccountId lookup if the customer's company exists as a Zoho Desk Account.

HelpDesk 3 Customers with a company association extract as a Zoho Desk Account alongside the Contact. The Account stores company-level details (name, domain, phone, industry, billing address) and the Contact links via AccountId. Multiple HelpDesk 3 Customers from the same company merge into a single Zoho Desk Account with multiple linked Contacts.

HelpDesk 3 Agent records map to Zoho Desk Agents. We extract name, email, role, and availability settings. The mapping resolves agents by email against Zoho Desk's user roster. Agents without a matching Zoho Desk account go to a reconciliation queue for the customer's admin to provision before ticket import. Role and availability settings map to Zoho Desk Agent profiles and availability rules.

HelpDesk 3 FAQ Articles map to Zoho Desk Knowledge Base Articles. We export articles as structured HTML with title, body content, category, and visibility settings preserved. Article categories map to Zoho Desk Sections, and sub-categories map to Zoho Desk Subsections. Published status and visibility rules transfer where equivalent settings exist in Zoho Desk's Help Center module.

HelpDesk 3 email conversation threads extract as Zoho Desk Ticket Threads. Each message in the thread becomes a Thread entry with author, timestamp, direction (Incoming/Outgoing), and content. We preserve the original message order by timestamp. The thread subject carries over as the Ticket subject.

HelpDesk 3 live chat transcripts extract as separate conversation records and merge into the corresponding Zoho Desk Ticket Thread. Each chat message receives a channel tag (Live Chat) so agents can distinguish channel origin in the unified timeline. Chat messages without a timestamp fall back to the ticket created-at date with a sequential order field.

HelpDesk 3 ticket and article attachments extract from the export and upload to Zoho Desk's file storage. We relink attachment references in the destination using Zoho Desk's attachment API. Attachments stored as linked URLs rather than file uploads migrate as URL fields in a custom Zoho Desk field. File size up to 10GB per upload aligns with Zoho Desk's Zwitch upload limit; we chunk larger batches accordingly.

HelpDesk 3 tags on tickets and articles migrate to Zoho Desk tags. Tag names preserve exactly. Tag normalization handles any namespace differences where HelpDesk 3 used comma-separated labels and Zoho Desk uses a tag array per record. Tags used for multi-dimensional categorization map to Zoho Desk's tag taxonomy with duplicates merged.

HelpDesk 3 per-ticket and per-customer custom fields extract as field definitions and values. We create equivalent Zoho Desk custom fields in the relevant module layouts before import. Field types map: text to Zoho Desk single-line or multi-line, number to numeric, date to date picker, checkbox to checkbox, dropdown to picklist. Custom field validation rules in Zoho Desk are created to match source constraints where applicable.

HelpDesk 3 billing module records (invoices, payment status) tied to client accounts extract as structured data. If Zoho Desk's paid tier includes a billing module compatible with the record structure, we import as native records. Otherwise, billing summary fields attach to the corresponding Account or Contact record as custom fields, with full invoice detail preserved in an attached PDF or Note.

HelpDesk 3 ticket status workflows (Open, Pending, Resolved, Closed) map to Zoho Desk ticket status values. Custom statuses without a direct Zoho Desk equivalent flag during scoping for the customer's admin to assign. SLA configuration from HelpDesk 3 maps to Zoho Desk's SLA Policies module available from Professional tier.

HelpDesk 3 client portal visibility rules and submission form configurations do not migrate as they are tied to HelpDesk 3's CMS module. We document the existing portal configuration during the audit phase including submission form fields, visibility rules, and branding settings so the customer's admin can manually configure equivalent settings in Zoho Desk's Help Center module.