Migrate from ITarian Helpdesk to Zoho Desk

ITarian Tickets map directly to Zoho Desk Tickets. We map status, priority, assignee, requester, subject, description, and timestamps to the equivalent Zoho Desk fields. ITarian's conversation thread array maps to Zoho Desk's Comments (public replies) and Internal Notes sub-objects by inspecting the thread direction (inbound vs outbound). Custom ticket fields require discovery via record sampling before mapping. Created-at timestamps cannot migrate by default in Zoho Desk; we use a post-migration custom field to store the original ITarian creation date for audit purposes.

ITarian Customer records (name, email, phone, company association) map to Zoho Desk Contacts. Email address is used as the dedupe key during import. Where ITarian stores an organizational affiliation on the Customer record, we create a corresponding Zoho Desk Account first, then link the Contact via the accountId lookup. Contact merging or deduplication logic is applied during the transform phase if the customer data contains duplicates.

ITarian Agent profiles (name, email, role, team assignment) map to Zoho Desk Agent records. We resolve agents by email match against Zoho Desk's agent provisioning API. Per Zoho Desk's requirement, agents must exist in Zoho Desk before their tickets can be assigned to them, so we pre-provision all agents during the setup phase. Role names (Admin, Technician, Viewer) map to Zoho Desk permission levels, but role alignment review is recommended post-migration because permission granularity differs between platforms.

ITarian Teams map to Zoho Desk Teams for ticket routing and assignment. We export team names and membership, then create equivalent Teams in Zoho Desk via the API before ticket migration begins. Note that Zoho Desk requires the Team Assignment setting to be enabled in the portal configuration; we verify this during setup and flag if it is not active.

ITarian SLA Policies define response and resolution time targets by priority level. These map to Zoho Desk SLA configurations, but Zoho Desk calculates SLA breach based on business hours or calendar time depending on the SLA configuration setting. We map priority levels from ITarian to Zoho Desk priority values and recommend the customer validate SLA breach timing against their ITarian baseline during UAT before the migration window opens.

ITarian automated workflows trigger on ticket conditions such as status change, priority, or assignment. Zoho Desk replaces these with Blueprint process definitions and Workflow Rules. We export workflow definitions as a written configuration inventory describing each rule's trigger, conditions, and actions in Zoho Desk's equivalent terminology. The customer's admin rebuilds these in Zoho Desk Blueprint or Workflow Rules post-migration; we do not migrate workflow logic as executable code.

ITarian KB articles (title, body content, category association) map to Zoho Desk Knowledge Base articles. HTML formatting in ITarian article bodies converts to Zoho Desk's supported content format. Category structure maps to Zoho Desk KB categories, but the customer should validate category assignments after import. Note: per Zoho Desk's migration documentation, Knowledge Base article attachments will not migrate automatically and must be re-attached manually or via a separate file migration step; we flag this gap and handle it as part of the attachment migration scope.

ITarian Endpoint Manager assets can be associated with Tickets via the asset-to-ticket linkage. We export this association and map it to Zoho Desk's Asset module, linking the Asset record to the corresponding Ticket via the productId or custom field lookup. Orphaned assets (no ticket linkage) are flagged in the migration report for manual review.

ITarian per-account custom fields on tickets have no metadata endpoint listing field names and data types. We discover the custom field schema by sampling 50-100 ticket records and inferring field names, types, and value patterns from the response payload. Each discovered field is then mapped to a Zoho Desk custom field of equivalent type (text, number, date, dropdown, checkbox, etc.). Fields with unsupported Zoho Desk types are flagged for the customer to review and resolve before migration.

File attachments on ITarian tickets and KB articles are stored as binary blobs. We export attachments to cloud storage, then re-attach them to the corresponding Zoho Desk record (Ticket or KB article) using Zoho Desk's file upload API. KB article attachments require a separate handling pass per Zoho Desk's documentation that KB attachments do not migrate automatically; we include this in scope.

ITarian ticket conversation threads include both customer-facing and internal notes. We differentiate thread entries by direction and author type, then land public customer replies as Zoho Desk Comments and internal notes as Internal Notes. Thread ordering is preserved using the original timestamp. Attachments embedded in comments migrate as file references linked to the comment record.

ITarian email templates used in automated ticket responses export as template content. We map these to Zoho Desk Email Templates, preserving subject line, body content, and any variable placeholders. The customer should validate template formatting and variable substitution behavior in Zoho Desk during UAT because variable syntax differs between platforms.