Migrate from Kapture CX to Zoho Desk

Kapture CX Tickets map 1:1 to Zoho Desk Tickets with ticket ID, source channel, status, priority, assignee, and department preserved. Custom ticket fields (dropdowns, checkboxes, date fields, numeric fields) require pre-creation in Zoho Desk layouts under Setup > Customization > Layouts and Fields before import; we provide the field metadata list so the customer's Zoho Desk admin creates matching fields first. Closed tickets and their resolution timestamps migrate with status mapped to Zoho Desk's Open, Pending, On-Hold, and Closed statuses.

Kapture CX Customer 360 profiles migrate to Zoho Desk Contacts with name, email, phone, company, and custom properties. We deduplicate against the destination using email as the primary key. Where Kapture CX uses flat contact records without organization linkage, Zoho Desk Contact is linked to an Account; we create the Account record first using the contact's company field so the AccountId Lookup is satisfied at Contact insert time.

Kapture CX Organization records map to Zoho Desk Accounts with company name, industry, phone, email, website, and address fields. AccountExtId is set to the Kapture CX organization ID for cross-reference. Accounts import before Contacts so the Account-Contact relationship is established during the Contact phase rather than requiring a separate relationship update pass.

Kapture CX Agent records (name, email, role, team membership) migrate to Zoho Desk Agents with email as the matching key. Agents must be pre-created in Zoho Desk under Setup > Agents with the same email addresses before migration; if an agent with the email already exists, the system maps to the existing user. Role names (Admin, Supervisor, Agent) map to Zoho Desk's Support Administrator, Agent, and Light Agent roles, with permissions verified at the feature level rather than the label level. All migrated agents receive an email notification to accept the invitation before ticket assignment functions normally.

Kapture CX Teams migrate to Zoho Desk Teams under Setup > Teams. We create the team structure and attach agents to their respective teams during migration. Note that Zoho Desk requires the Team Assignment setting to be enabled in Setup after team creation for ticket routing to honor team assignments. Where Kapture CX uses folder-based routing, we map folder assignment rules to Zoho Desk team-based routing logic.

Every Kapture CX Conversation entry (email, chat, WhatsApp, social, voice transcript) migrates as a Zoho Desk Thread entry under the parent ticket. Internal notes and public replies preserve their visibility flags. Attachments associated with thread entries migrate as ticket attachments. The full channel metadata (channel type, direction, timestamp) is preserved as thread attributes. Voice transcript text migrates directly; audio recording URLs require caching before source system decommissioning.

Kapture CX voice recordings are stored with signed URLs that may expire post-migration. We cache all recording references during the migration window, download the audio files to a customer-controlled storage bucket, and update the attachment links in Zoho Desk to point to the cached files. This ensures transcripts and recordings remain accessible after the Kapture CX instance is decommissioned.

Kapture CX KB articles migrate to Zoho Desk Knowledge Base with article text, category assignment, and internal/external visibility flags. HTML-based article bodies convert to Zoho Desk-compatible HTML during import preparation. UTF-8 normalization applies to multi-language content to prevent character encoding issues. Note: Kapture CX's GenAI Knowledge Base stores article relevance rankings, auto-suggest models, and NLP tuning that do not export; these AI context settings are flagged as lost and the customer receives a list of AI-enabled articles requiring reindexing in Zoho Desk's Zia-assisted KB.

Kapture CX Canned Responses map to Zoho Desk Macros with response body, shortcut trigger, and folder assignment preserved. Language and token-variable handling requires Zoho Desk variable syntax substitution during import. Queue-scoped canned responses become department-scoped macros in Zoho Desk; we map the folder hierarchy to the appropriate department context.

Kapture CX SLA Policies (First Response Time and Resolution Time targets per priority level or queue) map to Zoho Desk SLA configurations. Where Kapture CX uses calendar-based SLA windows, Zoho Desk SLA policies use business hours definitions that must be configured under Setup > Business Hours before SLA import. We map the Kapture CX priority-to-SLA mapping to Zoho Desk's SLA matrix and flag any queue-specific SLA rules that require separate Zoho Desk SLA policies.

Kapture CX Folders and Queues define ticket organization and routing hierarchy. We map the folder tree structure to Zoho Desk Departments, which serve as the top-level organizational unit. Teams are created under departments to mirror the Kapture CX queue hierarchy. Queue assignment rules referencing agent teams require both objects (Department and Team) to be established before ticket import begins.

Kapture CX ticket tags migrate 1:1 to Zoho Desk tags. Tag names are preserved as-is. Where Zoho Desk uses a label system with optional tag grouping, we create tags under the ticket module and attach them to migrated tickets. Tags used for queue or category routing are flagged for manual verification against the new department and team structure post-migration.