Migrate from ITsDone Help Desk to Zoho Desk

ITsDone Tickets map to Zoho Desk Tickets with full thread history, internal notes, status, priority, and creation or modification timestamps preserved. We resolve ITsDone ticket ID references during scoping and establish the mapping table before import. Ticket status values from ITsDone normalize to Zoho Desk's status enumeration (Open, Pending, On Hold, Resolved, Closed). Priority maps directly. We handle the distinction between public replies and internal notes by routing them to Zoho Desk's Comments with the appropriate isPublic flag.

ITsDone conversation threads map to Zoho Desk Ticket Comments. Author attribution (agent vs customer) migrates as the Zoho Desk commenter reference. Thread ordering preserves by ActivityDate. Internal notes from ITsDone map to isPublic=false in Zoho Desk so that the visibility boundary is maintained at migration completion.

ITsDone Customer records with a company association map to Zoho Desk Account (company name) plus Contact (individual). Customers without a company association map to Contact only. Email, phone, and any standard metadata fields migrate directly. Custom attributes on ITsDone customers parse into Zoho Desk custom fields on Contact, scoped to the department into which the ticket is imported.

ITsDone Agent profiles (name, email, role, group assignment) transfer to Zoho Desk Agents. Role naming conventions differ: ITsDone role names map to Zoho Desk Role names via a scoping table we create during discovery. Agent group assignments from ITsDone map to Zoho Desk Teams. Any Agent without a matching Zoho Desk user email is placed in a reconciliation queue for the customer to provision before record import.

Tags associated with ITsDone Tickets migrate as Tags in Zoho Desk. Zoho Desk enforces character restrictions and length limits on tag names, so we normalize tag values during extraction by removing restricted characters and truncating to the maximum length before import. The normalization rule is documented in the mapping table delivered during scoping.

ITsDone Knowledge Base Articles, sections, and category structure migrate to Zoho Desk Help Center articles organized within their respective sections and categories. HTML content formatting carries over; post-migration review is recommended for embedded media, internal ITsDone links, and image references that point to ITsDone-hosted assets. We flag any internal asset URLs during extraction for customer remediation.

ITsDone SLA configurations including business hours, first-response targets, and resolution targets transfer to Zoho Desk SLA Policies. Zoho Desk requires SLA Policies to be assigned at the department level, so we map ITsDone SLA rules to Zoho Desk SLA Policies scoped to the target department during migration. Teams without a Zoho Desk Professional license receive a written SLA configuration document for manual setup.

ITsDone custom ticket fields are parsed from the schema export and mapped to Zoho Desk custom fields on the Tickets module. Zoho Desk custom fields are scoped per department, which requires mapping each ITsDone custom field to a specific Zoho Desk department during schema design. Some ITsDone editions restrict field types, which we identify during discovery and document as pre-migration blockers or workaround notes.

ITsDone stores attachment references as URLs rather than embedding binaries. We re-validate every attachment URL at the start of the extraction session, re-download assets from the ITsDone cloud storage endpoint, and re-attach binaries to the corresponding Zoho Desk Ticket after import. Attachment URL expiration (ITsDone Help Desk source platform gotcha) is mitigated by completing binary re-download before the migration window closes or the source account is deactivated.

ITsDone workflow rules, triggers, auto-assignments, and escalation rules are not accessible through any export interface. We do not migrate automations as code. We deliver a structured automation audit report that inventories every ITsDone workflow with its trigger conditions, actions, and target records, paired with recommended Zoho Desk Blueprint equivalents and Macro configurations. The customer's admin uses this document as a rebuild checklist post-migration.

ITsDone product records (if present in the source account) map to Zoho Desk Products with name, SKU, and description fields. Product associations on Tickets migrate as product link records in Zoho Desk.

ITsDone preserves original ticket creation and modification timestamps. Zoho Desk sets the Created Time to the import timestamp unless a specific API handling path is used. We set ticket creation dates to the original ITsDone values via the Zoho Desk API during import to preserve the full historical record. Created-by attribution maps to the importing agent on tickets where the original creator is not provisioned in the destination.