Migrate from iSupport Software to Zoho Desk

iSupport Incidents map to Zoho Desk Tickets with direct field mapping for status, priority, category, assignee, and requester. The 10-digit alphanumeric ticket ID from iSupport preserves as a custom field cf_original_incident_id__c in Zoho Desk for cross-referencing during and after cutover. iSupport's On-premise vs hosted deployment type is logged during discovery to determine whether email account configuration exports from the web console or the local settings database.

iSupport Customer records map to Zoho Desk Contacts. The customer's primary email address serves as the dedupe key during import. We map standard fields (name, email, phone, mobile) directly. Custom fields on Customer records migrate to Zoho Desk custom fields on Contact, with picklist values audited and created in the destination before import if they do not already exist.

iSupport Company records map to Zoho Desk Accounts. The Company-to-Customer linkage is preserved by resolving the company_id foreign key during contact import so that each Contact links to its parent Account. Account-level fields (name, phone, website, industry) map directly; custom Company fields require pre-creation in Zoho Desk's Account module first.

iSupport Knowledge Entries (FAQ and article records) map to Zoho Desk Knowledge Base articles. Both title/content and category structure migrate. Attachments linked to Knowledge Entries migrate as file attachments to the corresponding Zoho Desk article. Article publishing status from iSupport maps to Zoho Desk's Draft/Published status.

iSupport Assets track configuration items and hardware/software inventory. Zoho Desk does not have a native standalone Asset object in all editions. We map Assets to Zoho Desk custom fields on Tickets or Accounts, or to a Zoho Inventory Asset record if the customer licenses Zoho Inventory. The asset-to-incident linkage requires the incident_asset_link junction table; if unavailable, we fall back to the text-based asset ID field stored on the incident record and map it to a custom Ticket field.

iSupport Survey responses attach to incidents and capture post-resolution satisfaction data. Survey questions and answer schemas require mapping to Zoho Desk's ticket rating and custom satisfaction fields. We migrate survey responses as custom Ticket fields rather than a native survey object since Zoho Desk's built-in satisfaction tracking uses a different schema.

Custom fields on Incidents, Customers, and Companies migrate to Zoho Desk custom fields on the corresponding modules. Zoho Desk requires custom fields to be created in the destination PRIOR to importing records that use them. We run a field-level audit during discovery, pre-create all custom fields with matching data types (string, picklist, integer, date), and then import data against the pre-built schema. Picklist values from iSupport are audited separately and created as allowed values in the destination field.

Change Records exist only in iSupport's Service Desk Edition and include change type, risk assessment, and approval workflow fields. Zoho Desk does not have a native ITIL-aligned Change Management object. If the source runs Service Desk Edition, we flag Change Records for manual handoff: we export them as a CSV with full schema and recommend Zoho Desk's Blueprint feature or a third-party ITSM integration for post-migration rebuild. The customer receives a Change Record inventory document with field definitions.

Configuration Items and CMDB entries exist only in iSupport's Service Desk Edition and hold CI relationships and dependency maps. Zoho Desk lacks a native CMDB object. We export CMDB entries as a reference CSV with item-to-item dependency relationships for the customer admin to rebuild using Zoho Creator or Zoho Inventory if a CI registry is needed.

iSupport email routing rules use a positional ordering system evaluated by the Email Processing agent. On-premise deployments store email configuration differently from hosted deployments. We audit the deployment type during discovery and export email_rules and email_accounts table data for reference. Zoho Desk's email configuration is rebuilt by the customer admin using Zoho Mail and Zoho Desk's email setup wizard. We deliver an email account mapping document that pairs each iSupport email account with the corresponding Zoho Desk email address configuration.

Service Catalog items are gated behind iSupport's Service Desk Edition and support request fulfillment workflows. Zoho Desk does not have an equivalent native Service Catalog. If the source runs Service Desk Edition, we export Service Catalog items as a CSV with item details, categories, and request forms for the customer admin to evaluate rebuilding using Zoho Creator or Zoho Desk's custom request forms.

File attachments on Incidents, Knowledge Entries, and other records migrate to Zoho Desk attachments linked to the corresponding Ticket, Contact, Account, or Article. We handle attachments as binary blobs extracted from the source and uploaded via Zoho Desk's file upload API during the record import phase. Attachment filenames and original URLs are preserved for audit.