Migrate from ITSM 365 to Zoho Desk

ITSM 365 Incidents map to Zoho Desk Tickets with the ticket type field set to Incident. Priority, status, and assignment fields migrate directly. The ITSM 365 incident_number becomes a custom field incident_number__c for cross-reference during the warranty period. SLA assignment from ITSM 365 maps to Zoho Desk's First Response Due and Resolution Due timestamp fields if the destination plan includes SLA; otherwise, we store the SLA name in sla_name__c and the escalation datetime in sla_due__c for the admin to configure SLAs post-migration.

ITSM 365 Service Requests map to Zoho Desk Tickets with ticket type set to Service Request. Request category and subcategory from ITSM 365 map to Zoho Desk custom fields if the department schema includes them; otherwise, they migrate as tags. Approval status from the Standard tier approval chain moves to a custom approval_status__c field.

ITSM 365 Changes map to Zoho Desk Tickets with a custom ticket type (Change) that the customer configures in Zoho Desk before migration. Change-specific fields (change_type, risk_level, approval_status, implementation_plan) from Standard tier migrate as typed Zoho Desk custom fields created in the target department before data import. Normal, Standard, and Emergency change classifications map to Zoho Desk picklist values.

ITSM 365 Problems map to Zoho Desk Tickets with a custom ticket type (Problem). Problem-specific fields (known_error_status, related_incidents, root_cause, workaround) from Standard tier migrate as typed Zoho Desk custom fields. The linked_incidents__c field carries the comma-separated list of incident ticket IDs for the admin to reconnect via Zoho Desk's linked tickets feature post-migration.

ITSM 365 Contact records (requesters) map to Zoho Desk Contact. The contact email becomes the dedupe key. First name, last name, phone, and organization link (via the Account mapping) migrate directly. Active and inactive status preserves from ITSM 365.

ITSM 365 Organizations map to Zoho Desk Account. Account name and domain become the Account's name and website fields. Address, industry, and custom properties from Standard tier migrate to typed Zoho Desk Account fields. Account is created before any Contact import so that the Contact-to-Account lookup is satisfied at insert time.

ITSM 365 Agents map to Zoho Desk Agents. We resolve agents by email match against the destination Zoho Desk user table. Any ITSM 365 Agent without a matching Zoho Desk Agent goes to a reconciliation queue for the admin to provision before ticket import begins. Agent role and group assignment from ITSM 365 maps to Zoho Desk profile and department assignment.

ITSM 365 Groups (ITIL assignment groups) map to Zoho Desk Teams. Group membership migrates as Team membership with agents linked by their email address. We resolve the agent reference after the Agent import phase completes.

ITSM 365 SLA is a first-class object with calendar-based escalation timers. Zoho Desk does not have a native SLA object at lower tiers; SLA targets migrate as custom timestamp fields on the ticket (first_response_due__c, resolution_due__c) that are calculated from the original ITSM 365 SLA definition and the ticket creation timestamp. The admin configures Zoho Desk SLA policies post-migration if the Professional or Enterprise plan is selected; we document the source SLA definitions in the handoff inventory.

ITSM 365 Standard tier custom properties map to Zoho Desk custom fields of equivalent type (string, integer, decimal, checkbox, date, picklist). Custom fields in Zoho Desk are department-scoped, so we create the destination fields in each target department before migration. The ITSM 365 custom property API name is preserved in the Zoho Desk custom field API name with a itsm365_ prefix for traceability.

ITSM 365 Standard tier approval chains on Service Requests and Changes do not migrate as automation code. We document every active approval chain (trigger condition, approver role, escalation path) in the handoff inventory with recommended Zoho Desk Blueprint equivalents. The admin rebuilds the Blueprint in Zoho Desk; we do not do that as part of the data migration scope.

ITSM 365 Knowledge Base articles map to Zoho Desk Articles with title, content (rich text), category, and status preserved. Article author and creation date migrate to Zoho Desk metadata fields. Attachments do not migrate through Zoho Desk's native migration tooling; we provide a file reference list and optional supplemental import of attachments as Zoho Desk file attachments or hosted URL links at additional scope.

ITSM 365 ticket comments migrate to Zoho Desk Ticket Comments with content, creation timestamp, and commenter name preserved. Comment author resolution is limited: Zoho Desk's standard migration tooling cannot link the author to a Contact or Agent record, so we preserve the commenter name as text in the comment body. If the ITSM 365 commenter email exists as a Contact in Zoho Desk, we attempt to match and link the comment manually.

Ticket attachments migrate as Zoho Desk file attachments linked to the parent ticket. Inline images within ticket descriptions and comments do not migrate through the standard import path; we flag each inline image and provide a URL reference or re-upload option post-migration. Attachment file size must comply with Zoho Desk's per-plan limits.