Migrate from ITCO to Zoho Desk

ITCO support tickets map to Zoho Desk Tickets with status, priority, resolution notes, and timestamps preserved. We extract ticket records manually from the ITCO interface, enumerate every custom ticket field during discovery, then recreate those fields as department-scoped custom fields in Zoho Desk before import. Ticket thread relationships (conversations) are extracted as linked child records and reimported under the parent ticket in Zoho Desk using the thread ordering and timestamp sequence.

ITCO customer records map to Zoho Desk Contacts, preserving name, email, phone, and any linked company association. Customer identifiers are preserved in a custom field (original_customer_id__c) for audit. If ITCO stores a customer relationship to a company, we resolve the company reference during import so that the Contact's AccountLink field in Zoho Desk is populated correctly.

ITCO company/account records map to Zoho Desk Accounts with company name, domain, address, and industry preserved. We extract all company records during the manual discovery phase and create the corresponding Account records in Zoho Desk before Contact import so that the Account-Contact lookup relationship is satisfied at import time.

ITCO agent (support staff) records map to Zoho Desk Agents, preserving name, email, and role/permission level. We extract agent identifiers and map them to Zoho Desk agent profiles. Agent-team assignment migrates as a lookup to the Teams mapping. Any ITCO agent without an email match in Zoho Desk is placed in a reconciliation queue for the customer's admin to provision before record import continues.

ITCO team structures (support group hierarchies) map to Zoho Desk Teams, preserving team name and membership. We enumerate all teams during discovery and create them in Zoho Desk before agent import so that agent-team assignments resolve correctly. Zoho Desk's team-based ticket routing configuration is documented in the handoff deliverable for the customer's admin.

ITCO ticket conversation threads (agent-customer message exchanges) map to Zoho Desk Ticket Comments and Threads under the parent Ticket. Message ordering and timestamp sequences are preserved by setting the comment timestamp to the original ITCO conversation timestamp. We extract conversation records as linked children of the ticket export, then reattach them during the ticket import phase in Zoho Desk.

ITCO custom ticket fields (field names, data types, validation rules) are enumerated during discovery and recreated as department-scoped custom fields in Zoho Desk. Zoho Desk custom fields support string, decimal, integer, currency, checkbox, date, and lookup types. We match ITCO field types to the closest Zoho Desk field type and flag any fields that require a picklist reconfiguration in Zoho Desk before import. Destination custom fields must be created prior to data load; we provide the field creation checklist as part of the migration handoff.

If ITCO stores product or service records linked to tickets, these map to Zoho Desk Products with product name, SKU, unit price, and description preserved. Product records are imported before ticket import so that any ticket-level product lookup references resolve correctly. Zoho Desk Products are linked to tickets via the Products subtab.

File attachments on ITCO tickets and conversations cannot be exported programmatically. We flag all attachment-heavy tickets during scoping and provide a manual backup checklist that enumerates every attachment file name, associated ticket ID, and download instructions for the customer's team. Customers manually download attachments from the ITCO interface and upload them to Zoho Desk; we map original file names to the new Zoho Desk attachment URLs post-upload in a written reconciliation document.

ITCO does not expose a documented tag taxonomy via API, so tags cannot be migrated automatically. We enumerate the tag vocabulary from the ITCO interface during discovery and document it in the handoff deliverable. Zoho Desk's tag and topic structure requires manual recreation by the customer's admin; we provide a tag mapping table that pairs each ITCO tag with its Zoho Desk equivalent.

Knowledge base article support is not documented in ITCO. If knowledge base content exists within ITCO, it must be exported manually and recreated in Zoho Desk's Solutions module. We do not include KB migration in standard ITCO scopes. If KB content exists, we flag it during discovery and provide a manual export template and Zoho Desk article creation guide as part of the handoff.

ITCO ticket engagement records that represent phone call interactions map to Zoho Desk Calls, which are stored as Tasks with TaskSubtype = Call. Call duration, disposition, and timestamp migrate to the corresponding Zoho Desk Call fields. If ITCO engagement records include a note or outcome field, it maps to the Call description.

ITCO task records (internal to-do items attached to tickets or agents) map to Zoho Desk Tasks with status, priority, due date, and assignment preserved. Task assignment resolves by matching the ITCO agent identifier to the Zoho Desk agent record created during the agent migration phase.

If ITCO stores scheduled support events, meetings, or callbacks linked to tickets or contacts, these map to Zoho Desk Events with start time, end time, location, and attendee information preserved. Event parent-record references (linked ticket or contact) are resolved at migration time using the lookup relationships established during the parent object import phases.