Migrate from Infraon Desk to Zendesk

Infraon Desk Incidents map directly to Zendesk Tickets. We map priority (Low/Medium/High/Critical to Zendesk Priority), status (Open/In Progress/Pending/Resolved/Closed to Zendesk Ticket Status), category and subcategory to Zendesk custom ticket fields, assignee to Zendesk Agent, and requester to Zendesk End User. Conversation threads migrate as Zendesk Comments (public reply) and Public Internal Notes (agent-only). Custom ticket fields from Infraon Desk migrate to Zendesk custom ticket fields, with type mapping verified during discovery.

Infraon Desk Problems are root-cause records linked to one or more Incidents. Zendesk has no native Problem object. We convert each Problem to a Zendesk Ticket with a custom field problem_id__c carrying the Infraon Problem ID, add a tag 'infraon_problem' for identification, and preserve the Problem description and workaround text in the ticket body. Linked Incidents receive a custom field linked_problem__c referencing the parent Problem ID so agents can trace the relationship post-migration.

Infraon Desk Change records (Normal, Standard, Emergency) carry risk level, approvals, and scheduled dates. Zendesk has no native Change object. We convert Changes to Zendesk Tickets tagged 'infraon_change', with Infraon change_type mapped to a custom field, risk_level to a custom picklist, approval_status to a custom field, and scheduled_start/end dates to Zendesk custom date fields. CAB associations are preserved in a text field as a named list for manual handoff.

Infraon Desk CIs live in the CMDB with custom CI type definitions. Zendesk Suite Enterprise includes a Custom Objects API; lower tiers do not. We enumerate all custom CI types during discovery (one to two days added to scoping per Infraon Desk's custom CI enumeration gotcha), then pre-create Zendesk Custom Objects matching the Infraon CI type names and field schemas. Standard CI types (Server, Network Device, Software) map to Zendesk Asset fields. CI relationships to Incidents and Problems migrate as custom reference fields on the Zendesk Custom Object.

Infraon Desk Assets (hardware and software inventory) map to Zendesk Assets. Custom fields on Assets are supported in Infraon Desk and must be enumerated per asset type during migration scoping. We map standard fields (name, serial_number, purchase_date, status) to Zendesk Asset fields, and custom Infraon fields to Zendesk custom Asset fields. Assets are imported in bulk batches after the CI schema is validated, with relationship links to CIs resolved via the Asset name dedupe key.

Infraon Desk KB Articles with category hierarchies migrate to Zendesk Articles in Folders. Zendesk does not support article categories (only flat folders), so we flatten the Infraon category tree into a Zendesk folder structure using category names as folder names. Article HTML content, attachments, and visibility rules migrate directly. Cross-links between Infraon articles are preserved as URLs and flag for manual review post-migration to update internal navigation links.

Infraon Desk Service Catalogue items define requestable services tied to workflow triggers. Zendesk has no native Service Catalogue equivalent. We migrate catalogue item definitions as Zendesk Articles with a custom field catalogue_item__c = true, and create corresponding Zendesk Tickets (tagged 'catalogue_request') for each active service request record. Workflow trigger conditions are documented in the migration manifest for the customer to rebuild in Zendesk as Triggers or Macros.

Infraon Desk SLA policies define response and resolution time targets per priority level. Zendesk has its own SLA Policy engine accessible from the Admin Center. We do not migrate SLA definitions as code. Instead, we document each Infraon SLA policy (targets per priority, business hours, escalation rules) in a written SLA inventory with Zendesk equivalents. The Zendesk admin rebuilds SLA policies in the Admin Center SLA Policy section. Active SLA timer state (breach countdown) is not preserved; we document original breach deadlines in a custom date field on each ticket for the admin to renegotiate if needed.

Infraon Desk Technician accounts (billable seats) map to Zendesk Agents. End-user requesters map to Zendesk End Users. We resolve users by email address as the dedupe key. Infraon technician roles and group memberships map to Zendesk Agent roles and Groups. Note: Infraon Desk bills per technician, not per end-user. During migration scoping we validate the exported user list against the paid seat count before decommissioning the Infraon account to avoid billing disputes.

Infraon Desk Release records track deployment packages and their associated Changes. Zendesk has no native Release object. We convert Releases to Zendesk Tickets tagged 'infraon_release', with the release package name, rollout schedule dates, and linked Change IDs preserved in custom fields. The customer decides whether to use these as historical records or as active change tickets post-migration.

Standalone Infraon Desk Tasks (assignees, due dates, status) map directly to Zendesk Tasks. Task assignees are resolved via email match against the Zendesk Agent list. Tasks linked inside Infraon Project Management are migrated as standalone Tasks with a project_reference__c custom field. Project Management itself does not migrate.

Tags from Infraon Desk Tickets, Assets, and KB Articles migrate to Zendesk Tags. Tag co-occurrence patterns and counts are preserved in the migration manifest. Zendesk tags are flat (no hierarchy), so Infraon category-path tags (e.g., 'category/subcategory/label') are stored as-is and can be split into separate Zendesk tags post-migration if the admin prefers a flatter namespace.