Migrate from Incident IQ to Zoho Desk

Incident IQ tickets map directly to Zoho Desk tickets. Status, priority, assignee, category, and timestamps migrate 1:1. Campus assignments map to Zoho Desk Department or a custom Location field depending on the district's chosen department structure. Custom fields on tickets (device type, building, reported-by) require pre-migration custom field creation in Zoho Desk. Thread/response history migrates as ticket comments in chronological order.

Incident IQ assets (devices, Chromebooks, projectors) map to Zoho Desk Products as catalog items with the asset tag, serial number, and assignment status stored in custom fields. Asset-to-user assignment associations migrate as a custom Asset_Assigned_To__c field linked to the contact record. Asset status (Available, Checked Out, In Repair) requires a custom picklist field in Zoho Desk since Products do not natively track assignment state.

Incident IQ users (staff, students, agents) map to Zoho Desk agents by email match. Active Incident IQ agents become active Zoho Desk agents with the same role designation. Student user records that are ticket requestors (not agents) map to Zoho Desk contacts. Any Incident IQ user without an email address is flagged in the reconciliation report for the district admin to assign a Zoho Desk contact record before migration.

Incident IQ campus locations map to Zoho Desk Departments so that tickets and asset assignments retain their campus context. We create the department hierarchy in Zoho Desk before ticket migration begins, then reference the department ID as a lookup on each ticket record. If Incident IQ locations use a multi-level hierarchy (District > Campus > Building), we flatten it to a two-level department structure in Zoho Desk with a custom Parent_Campus__c field for deeper hierarchy.

Incident IQ model categories (Chromebooks, Laptops, Projectors, Lockers) define the device taxonomy and appear in the asset record. We map these to Zoho Desk product categories. Some Incident IQ system-defined model categories are locked and cannot be exported; we identify these during discovery and exclude them from migration scope, noting the exclusion in the data map. The locked-category limitation is an Incident IQ platform gotcha, not a Zoho Desk compatibility issue.

Incident IQ custom ticket fields (K-12-specific dropdowns, multi-select fields, date fields) require pre-migration custom field creation in Zoho Desk with equivalent field types. Dropdown fields in Incident IQ map to picklist fields in Zoho Desk with the same value set. Multi-select fields map to multi-select picklist fields. Value mapping is validated during the sandbox migration phase before production cutover.

Incident IQ custom fields on assets (student name, student ID, purchase order number, warranty expiration, location within building) require custom fields on the Zoho Desk Product record. Field type conversions apply: date fields map to date fields, text fields to text fields, and picklist fields to picklist fields. Fields referencing student identifiers require district approval for data handling since FERPA compliance applies to student record fields during migration transit.

Incident IQ Support Flows (automation chains that route tickets, assign agents, and trigger actions) do not migrate as code because Zoho Desk Blueprint uses a different process definition model. We extract the flow logic—trigger events, condition branches, and action sequences—and deliver it as a written process map documenting the original flow for the district admin to rebuild in Zoho Desk Blueprint. We flag trigger conditions that Zoho Desk Blueprint does not support natively so the admin knows where custom workflow rules will be needed.

Incident IQ knowledge base articles with categories and article content migrate to Zoho Desk knowledge base articles. Categories map to Zoho Desk categories. Article-to-ticket linking is preserved as a custom field ticket_id__c on the Zoho Desk article record. Articles with embedded links to other Incident IQ tickets are flagged in the migration report for post-migration URL redirect updates. The embedded file attachments on KB articles are a known limitation of Zoho Desk KB import and are documented in the gotchas section.

Incident IQ Facilities Work Orders (distinct from IT tickets) map to Zoho Desk tickets with a custom Department field set to Facilities and a custom Work_Order__c flag set to true. Incident IQ work order-specific fields (work type, trade specialty, scheduled date) map to custom fields on the Zoho Desk ticket. If Incident IQ uses separate statuses for work orders (Pending, Scheduled, In Progress, Complete) that do not match standard Zoho Desk ticket statuses, we create a custom picklist for work order status after scoping with the district facilities director.

Incident IQ HR Service Delivery requests have no direct equivalent in Zoho Desk's standard object model. We scope the migration with the district's HR director to determine whether HR requests should migrate as Zoho Desk tickets with a custom HR category, as Tasks attached to the HR contact, or as a separate Zoho Desk department. Form submission data and completion status migrate as custom fields or attachments on the chosen target object. Form field definitions (conditional logic, required fields) do not migrate and are included in the rebuild inventory.

Ticket attachments, KB article files, and form uploads migrate as file attachments on the corresponding Zoho Desk records. We handle files over 25MB with chunked transfer. Files over the Zoho Desk API size limit (typically 20MB per attachment) are flagged for the district admin to host externally and link via URL field. KB article attachments are subject to the Zoho Desk documented limitation and are migrated separately with a post-migration reattachment guide for the admin.