Migrate from InvGate Service Management to Zoho Desk

InvGate Requests map 1:1 as Zoho Desk Tickets. Core fields transfer directly: title, description, priority (mapped to Zoho Priority), status, category, assignee (to Agent), requester (to Contact or End User), and created/modified timestamps. Custom proper fields on InvGate Requests transfer to Zoho Desk custom fields, subject to the destination edition's field limit (50 on Standard, 150 on Professional, 230 on Enterprise). We validate field count against the target edition during scoping.

InvGate Incidents share the same record structure as Requests but carry an incident type tag, impact and urgency levels, and links to related Problems. We map Incident records to Zoho Desk Tickets and add a custom picklist field invgate_record_type__c set to 'Incident' plus custom fields for impact_level__c and urgency_level__c. Problem linkages migrate as ticket tags or linked-ticket references using Zoho Desk's Associate Tickets feature.

InvGate Problems track root-cause analysis, workaround descriptions, and linked Incidents. Zoho Desk has no native Problem Management object. We map Problem records to Zoho Desk Tickets with a custom field invgate_record_type__c set to 'Problem' and preserve root_cause__c and workaround_description__c as long-text custom fields. We link Problems to their related Incidents using Zoho Desk's Associate Tickets feature. Customers requiring full Problem-Change linkage mapping this as a separate rebuild item in Zoho Desk's linked-ticket structure.

InvGate Changes include type (normal, standard, emergency), risk assessment, approval chain, and scheduled dates. Zoho Desk has no native Change record. We map Change records to Zoho Desk Tickets with custom fields: change_type__c (normal/standard/emergency), risk_assessment__c, scheduled_start__c, and scheduled_end__c. Approval chains and risk ratings transfer as custom fields and are flagged for manual reconfiguration in Zoho Desk's Blueprint if the customer's change process requires automated approval routing.

InvGate Agent accounts (display name, email, role, groups, help desk assignments) map to Zoho Desk Agents. We resolve agents by email match against the Zoho Desk agent table. Role mapping: InvGate Admin/Manager maps to Zoho Desk Agent with admin portal access. LDAP/Active Directory integration settings do not transfer; we document the current directory configuration and recommend Zoho Desk's Active Directory integration setup as a post-migration configuration task.

InvGate Help Desks map to Zoho Desk Departments. Each Help Desk's name, associated agents, calendar configuration, and routing rules transfer to the corresponding Department. Multi-site Help Desk hierarchies are flattened into flat Zoho Desk Departments; the hierarchy relationship itself does not have a native equivalent in Zoho Desk. We preserve the full list of Help Desk-to-Department assignments in the migration documentation for the customer's admin to reference when configuring department-level permissions and email routing.

InvGate ticket Categories transfer as picklist values on a Zoho Desk Ticket custom field (e.g., Category__c). We export the full category taxonomy including subcategories and map them to Zoho Desk's picklist values with the same label. If the category tree is deeply nested, we flatten it to a single picklist level and use tags for subcategory differentiation.

InvGate SLA definitions (response time, resolution time by priority, business hours calendars) map to Zoho Desk SLA rules. We export the SLA configuration including the business hours calendar definition and recreate it in Zoho Desk's SLA module. SLA breach notification triggers (InvGate automated alerts on SLA breach) do not transfer; we document each trigger for rebuild in Zoho Desk's Blueprint or notification rules.

InvGate Service Catalog Items define requestable services with form fields, associated workflows, and approval requirements. Zoho Desk does not have a native service catalog. We export catalog item schemas and approval logic and document them for manual rebuild in Zoho Desk's Blueprint module or as Functions. Approval routing requires reconfiguration in Zoho Desk's approval workflow builder.

InvGate knowledge articles (title, body HTML/text, category, status) transfer to Zoho Desk Knowledge Base articles with the same content and category structure. InvGate article-to-ticket linkage and auto-suggestion rules do not export; we document these for post-migration configuration in Zoho Desk's help center settings. KB article attachments do not migrate per Zoho Desk Zwitch limitations; we flag attachments for manual re-upload.

InvGate ticket conversations (public notes, internal notes, status-change notifications, attachments) transfer to Zoho Desk Ticket Threads in chronological order. Internal notes map to Zoho Desk's private comments. Attachment references transfer as links to files downloaded from InvGate and re-uploaded to Zoho Desk. The full thread order is preserved by timestamp.

InvGate Companies (organization records linked to requesters) map to Zoho Desk Accounts. Name, domain, phone, website, and description transfer directly. The account-contact linkage migrates as a Zoho Account with linked Contacts. We use the company domain as a dedupe key during import to prevent duplicate Account creation.

InvGate custom properties on Requests, Agents, Companies, and other objects transfer to Zoho Desk custom fields of equivalent type (text, number, date, picklist, multi-select). Field-type mapping handles dropdown-to-picklist and multi-checkbox-to-multi-select conversions. We validate total custom field count against the destination edition limit (50 Standard, 150 Professional, 230 Enterprise) and flag any overflow for manual triage or edition upgrade before migration.

InvGate workflows built in the no-code diagram editor cannot be exported as functional automation for Zoho Desk. We export the workflow logic (steps, conditions, actions) as a written inventory document including the trigger, each conditional branch, and every action step. The customer's admin rebuilds these in Zoho Desk's Blueprint module or notification rules. Any steps referencing InvGate-specific integrations (Asset Management correlation, Remote Desktop Control) are flagged for alternative handling or manual substitution.