Migrate from Issuetrak to Zoho Desk

Issuetrak Issues map to Zoho Desk Tickets with Subject, Description, Issue Type, Assigned To, Priority, Status, and Substatus transferred directly. The two-level status hierarchy (Status + Substatus) maps to Zoho Desk's Status and sub-status fields respectively. Created and Modified timestamps preserve via the Ticket's createdTime and modifiedTime fields. We parse Issuetrak's rich-text Description and normalize HTML tags for Zoho Desk's editor compatibility.

Issuetrak Issue Classes (categorical groupings that drive dashboard filtering) map to Zoho Desk Departments. Each Class becomes a Department with its own ticket queue, agent group, and SLAs. If the customer uses Issuetrak's Class/Subclass hierarchy, the Subclass maps to a Zoho Desk Team within the Department. We preserve the Class assignments on each Issue for reporting continuity.

Issuetrak's two-level status hierarchy (Open/Closed as Status; Pending, In Progress, Resolved as Substatus) maps directly to Zoho Desk's Status and sub-status. We export both levels and create a combined display value for the sub-status field so agents see the full state context. Custom substatus values created by the customer are recreated as sub-status options in Zoho Desk during configuration.

Text, large text, number, and date UDFs map to Zoho Desk custom fields with equivalent types. We query Issuetrak's UDF metadata endpoint and value endpoint separately, join them on Issue ID, and insert values into the corresponding Zoho Desk custom field. Date UDFs preserve as Date field type in Zoho Desk; we do not convert to text.

Single-select list UDFs map to Zoho Desk dropdown custom fields. We export the picklist options from Issuetrak's UDF definition and pre-populate the Zoho Desk dropdown field with matching values. If the customer uses list items that differ from the defined picklist (due to direct database writes), we flag these as exceptions and note them in the reconciliation report.

Multi-list UDFs store comma-delimited strings in Issuetrak's API response. We parse each string into an array and insert into Zoho Desk's multi-select custom field. If Zoho Desk's multi-select field has a pre-defined picklist, we validate each incoming value against the allowed set and flag any that do not match as data exceptions.

Task-Associated UDFs trigger Issuetrak's workflow engine to append a Task Group to an Issue when a specific list item is selected. This automation does not transfer because it lives in Issuetrak's workflow engine and is not exposed via API. We export the Task Group contents as standalone tasks linked to the parent Issue. The trigger logic must be reimplemented in Zoho Desk's Blueprint or custom function post-migration.

Issuetrak Global Issues link multiple related Issues together for collective management. We export the linkage table (parent Issue ID and child Issue IDs) and the grouping metadata. Zoho Desk has no native Global Issue equivalent, so we document the groupings in a reference table and advise the customer's admin to use Zoho Desk's related tickets feature or a custom function to recreate the groupings. We preserve the parent-child relationships in the migration inventory for post-migration implementation.

Issuetrak Solutions are text templates used to respond to or close Issues. We export them as a separate artifact and map them to Zoho Desk's Knowledge Base articles scoped to the same Department. We preserve categorization labels and map canned response templates to Zoho Desk's Macro feature where appropriate. The customer's admin configures macro availability per team post-migration.

Issuetrak KB articles with embedded images and rich text export with full HTML content. Inline images are stored as separate binary attachments in Issuetrak; we migrate them as ContentDocument records linked to the corresponding Zoho Desk KB article. Note: Zoho Desk's native import cannot transfer KB attachments; we use the Zoho Desk API to upload ContentDocument records and link them to the article record after initial import.

Attachments on Issuetrak Issues migrate as Zoho Desk Ticket attachments via the Zoho Desk API. We preserve original filenames and associate each file with the correct ticket using the ticket ID resolution map. File size limits apply per Zoho Desk's API constraints; files exceeding the limit are flagged for alternative handling (external storage with link, or manual post-migration upload).

Issuetrak Scheduled Issues auto-submit on recurring timelines with pre-defined fields and attachments. The scheduling engine is not exposed via API. We document each Scheduled Issue's recurrence pattern (frequency, interval, pre-filled fields, attachments) in the migration inventory. The customer's admin recreates the recurrence logic using Zoho Desk's Blueprint with scheduled actions or a Zoho Creator extension post-migration.

Issuetrak Auto-Assignment Rules route Issues to agents or groups based on criteria. We export the full rule definitions (criteria fields, operators, assigned agent/group) and document them as a numbered inventory. Zoho Desk's Assignment Rules provide equivalent routing logic, but the criteria syntax differs. The customer's admin rebuilds each rule in Zoho Desk's Assignment Rules UI post-migration using our documented rule inventory as the implementation guide.

Issuetrak survey responses export as CSV from the reporting interface. We pull raw response data with AND-logic filtering confirmed as bypassed (requesting unfiltered exports to avoid silent row drops). Survey questions map to Zoho Desk's CSAT field if the survey uses a satisfaction rating, or to a custom field if the survey contains custom question types. Comment text from survey responses attaches to the parent Ticket as a note.