Migrate from Infraon Desk to Zoho Desk

Infraon Incidents map to Zoho Desk Tickets with priority, status, category, assignee, requester, and conversation threads preserved. Custom fields migrate to Zoho Desk custom fields that we pre-create in the target department layout before import. Thread comments land as Ticket Comments; internal notes land as internal comments differentiated by the comment visibility flag. We resolve assignee by email lookup against Zoho Desk agent accounts, flagging any Infraon assignee without a matching Zoho agent for the customer's admin to provision before the phase runs.

Infraon Problems map to a Zoho Desk custom module (e.g., Problem Records) because Zoho Desk does not have a native Problem object. We design the custom module schema during scoping, including fields for root cause, linked Incident ticket IDs (as lookup references), workaround text, and resolution status. The Problem-to-Incident linking requires us to resolve the Zoho Desk ticket ID for each linked Incident after the Ticket phase completes, then backfill the lookup field.

Infraon Changes map to a Zoho Desk custom module (e.g., Change Requests) that captures Change Type (Normal, Standard, Emergency), risk level, approvals, and scheduled dates. CAB associations and role-based access controls on custom fields are preserved as role-based field visibility rules in Zoho Desk. Change approvals are recorded as status values with a custom approval history field because Zoho Desk does not have a native Change Advisory Board module. We recommend configuring Blueprint (Enterprise tier) to enforce the approval workflow post-migration.

Infraon CMDB Configuration Items map to a Zoho Desk Custom Module (e.g., Configuration Items) with fields for CI type, serial number, owner, location, and relationship links. Infraon supports custom CI types beyond the default schema; we enumerate these during scoping by reading Infraon Desk field metadata, then map each custom CI type to a Zoho Desk picklist value or sub-module. CI-to-Incident relationships migrate as lookup fields pointing to the corresponding Zoho Desk Ticket.

Infraon Assets split into two Zoho Desk destinations: hardware and software inventory with tracked licences map to the Zoho Desk Products module; operational assets linked to the CMDB map to the Configuration Items custom module. Custom fields on Infraon Assets are enumerated during discovery and pre-created as Zoho Desk fields. Bulk asset imports use Zoho Desk's batch API with chunking to handle inventories exceeding 1,000 records without timeout.

KB Articles and their category assignments migrate with full HTML content and article-to-category hierarchies preserved. Article visibility rules map to Zoho Desk department-level or help-center visibility settings. We flag inline images separately because Zoho Desk's Zwitch tool does not migrate KB attachments; FlitStack AI handles inline image references as a post-KB import attachment pass. The Knowledge Base module is imported before Tickets so that KB article links in ticket responses resolve correctly.

Infraon Service Catalogue items map to Zoho Desk Service Items (Enterprise tier) or a Custom Module for Standard and Professional tiers. We preserve the item definition, associated forms, and workflow trigger conditions as structured configuration in the migration manifest. The workflow trigger logic requires rebuild in Zoho Desk Blueprint or through custom functions post-migration; we document each trigger as a named Blueprint step in the handoff inventory.

Infraon SLA policies defining response and resolution time targets per priority level migrate as Zoho Desk SLA configurations attached to departments. SLA timer state (elapsed time, breach threshold) does not carry over because Zoho Desk does not preserve this live-state metadata. We flag every ticket with SLA metadata so the customer's admin can either honour the original breach deadlines or renegotiate SLA targets post-migration. SLA-to-catalogue-item associations are documented as a Zoho Desk department configuration step in the handoff guide.

Infraon Technicians (billable seats) map to Zoho Desk Agents. We resolve by email and migrate roles, group assignments, and notification preferences. Passwords and MFA settings cannot migrate per platform constraints; agents receive Zoho Desk invitation emails to set credentials. Infraon end-users (requesters) map to Zoho Desk Contacts or the free-tier end-user model depending on the customer's Zoho Desk plan selection.

Infraon Releases track deployment packages and their associated Changes. We migrate Release records as a Zoho Desk Custom Module with fields for rollout schedule, status, and linked Change IDs (resolved as lookups to the Change custom module). Planned rollout dates and release notes migrate as structured fields.

Standalone Infraon Tasks migrate to Zoho Desk Tasks with assignees, due dates, and status preserved. Tasks linked inside Infraon Project Management are treated as a sub-object and migrate as Tasks with a custom project reference field. Zoho Desk Tasks support Events and Calls as separate activity types; standalone tasks map directly to the Tasks module.

Tags applied to Tickets, Assets, and KB Articles migrate as Zoho Desk multi-select picklist values on the respective modules. Tag co-occurrence patterns are preserved in the migration manifest for the customer's admin to recreate as Zoho Desk Tag groups post-migration if tag-based reporting is required.