Migrate from Infoset to Zoho Desk

Infoset tickets map 1:1 to Zoho Desk tickets. The Infoset ticket status (open, pending, resolved, closed) maps to Zoho Desk status values. Priority and assignee migrate directly. Channel type (email, chat, social) is preserved as metadata on the Zoho Desk ticket thread so the conversation history displays the correct channel origin. We extract all active and recently closed tickets before the Infoset retention window applies to their associated conversations.

Infoset contact records map 1:1 to Zoho Desk contacts. Standard fields (name, email, phone, company link) migrate to their Zoho Desk equivalents. Any custom contact properties present in Infoset are evaluated against Zoho Desk's custom field system, which scopes these fields per department rather than globally. We flag any contact records with more than 15 custom properties for a per-department layout pre-build before contact import begins.

Infoset company records map to Zoho Desk accounts. The company name becomes Account Name, and any associated contact links are preserved as Contact-Account relationships in Zoho Desk. Account-level custom fields migrate as account-scoped custom fields. Companies without any contacts are imported with an AccountName only and flagged in the reconciliation report.

Infoset deal and sales pipeline records do not map to a native Zoho Desk object because Zoho Desk is a helpdesk rather than a CRM. If the destination organization also runs Zoho CRM, we map Deals to Zoho CRM Opportunities via a CRM-Desk linked import. If no CRM is present, we map Deals to a Zoho Desk custom object (Deal Tracker) configured with deal stage, value, close date, and owner fields. We flag this decision during discovery and confirm the approach before migration begins.

Infoset agent profiles map to Zoho Desk agents by email match. We extract the agent's display name, email, role, and availability status. If the destination Zoho Desk portal does not have a matching agent email, we hold the record in a reconciliation queue for the customer's admin to provision the Zoho Desk user before record import resumes. Department assignment in Zoho Desk is configured during the layout build phase.

Infoset multi-channel conversation threads (email, chat, social) are the most migration-sensitive object in this pair. On Infoset's standard plan, threads older than three months are already deleted and cannot be recovered — we audit the source account for conversation age before extraction begins and flag the active-window coverage percentage in the discovery report. For threads within the retention window, we map channel type, message timestamp, participant (customer or agent), message body, and inline attachments to Zoho Desk's ticket thread model, preserving the original author direction on each reply.

Infoset cloud call center records (IVR path, queue name, call duration, recording URL) map to Zoho Desk Call records linked to the related ticket. Call recording files are downloaded as binary blobs from Infoset's storage and re-attached to the corresponding Zoho Desk Call record. If the recording URL is no longer accessible due to Infoset's retention policy, we flag the affected call records with a partial-data flag in the migration report.

Infoset help center articles and category hierarchy map to Zoho Desk Knowledge Base sections and articles. Article content, publication status, and category parent-child relationships migrate 1:1. Inline images in articles are downloaded and re-uploaded as Zoho Desk attachments. We do not migrate article attachment metadata if it references Infoset's internal asset URLs that are inaccessible post-migration.

Infoset connected mail accounts map to Zoho Desk email configuration under the Setup > Channels > Email > Email Accounts section. We map the Infoset inbox routing rules to Zoho Desk's email account routing and ticket creation settings. If the source account has more connected mail accounts than the destination Zoho Desk plan supports, we flag the excess accounts for the customer's admin to consolidate or upgrade the Zoho Desk plan before migration.

Infoset chat widget configurations (widget name, deployment URLs, trigger rules, branding settings) are documented in a configuration inventory for the customer's admin to rebuild in Zoho Desk's widget setup. Chat widget code is not transferable between platforms due to platform-specific embedding requirements. We deliver a written map of each Infoset widget with its functional equivalent in Zoho Desk's widget builder.

Infoset automation rules (ticket routing, auto-responses, campaign triggers) do not migrate as executable code to Zoho Desk. We deliver a written automation inventory that documents each Infoset automation rule with its trigger conditions, filter criteria, and action sequence, plus a recommended Zoho Desk equivalent (Blueprint for guided processes, SLA Policy for time-based escalation, Workflow Rule for ticket assignment and notifications). The customer's admin rebuilds these in Zoho Desk post-migration.

Infoset custom fields on tickets, contacts, and companies map to Zoho Desk custom fields in the corresponding module. Zoho Desk custom fields are scoped per department, so we pre-build the destination field layout under the relevant Zoho Desk department before importing records that carry those fields. Field data types are matched: Infoset text becomes Zoho Desk string, picklist becomes picklist, date becomes date, checkbox becomes checkbox. Any Infoset field without a Zoho Desk equivalent is documented as a custom field to create before migration.