Migrate from LeadDesk to Zoho Desk

LeadDesk Contacts map to Zoho Desk Contacts directly. When a LeadDesk Contact carries an associated Company or Sponsor name, we create a Zoho Desk Account first and link the Contact via AccountId. Custom fields on LeadDesk Contacts migrate to Zoho Desk custom fields on the Contact layout. Email, phone, and mobile fields map by field name. Records without a valid email address go to a reconciliation queue because Zoho Desk requires an email for Contact creation.

LeadDesk Campaigns and Projects map to Zoho Desk Tickets organized by Department. Each LeadDesk Campaign becomes a Zoho Desk Department, and individual Projects within that Campaign become Tickets. Campaign status (active, paused, completed) maps to a Zoho Desk Ticket custom status field since Zoho Desk does not have a Campaign object. Sponsor assignment migrates as a Ticket custom field linking to the assigned agent. We preserve the full Campaign-Project hierarchy in the ticket thread structure.

Individual LeadDesk Projects within a Campaign map to Zoho Desk Tickets. The parent Campaign assignment maps to a Ticket custom field or Department reference. Project start and end dates migrate to Ticket custom date fields. Disposition codes and outcome codes associated with the Project are preserved as Ticket custom fields linked to the status workflow.

LeadDesk Leads with a lifecycle stage (owner, status, outcome codes) migrate to Zoho Desk Contacts with a custom field capturing the original LeadDesk lifecycle status. Any lead score, source, or campaign attribution data from LeadDesk becomes a custom Contact field in Zoho Desk. We map LeadDesk Lead ownership to a Zoho Desk agent assignment on the Contact record.

LeadDesk call records include duration, disposition, agent assignment, and campaign linkage. We map each call record to a Zoho Desk Ticket Thread entry or a Task with custom fields capturing call duration (CallDurationInSeconds__c), disposition code (DispositionCode__c), and a link back to the related Contact. Recording URLs are preserved in the Task custom field and linked as an attachment. If the destination team wants calls as Tickets rather than Tasks, we use a configuration flag set during scoping.

LeadDesk chatbot analytics export as a time-bounded ZIP containing four CSV files (conversations, outcomes, timing, and agent). We decompress, parse, and map each conversation as a Zoho Desk Ticket Comment or Thread entry. Intent labels, outcome values, and timestamps are preserved in custom Ticket fields. We validate the four CSV files during export setup and confirm the full historical date range with the customer before migration begins, because LeadDesk exports only the selected date range and records outside it are unrecoverable after migration.

LeadDesk Agents map to Zoho Desk Agents. We resolve each Agent by email match. Agents without a matching Zoho Desk account go to a reconciliation queue and must be provisioned before the Contact and Ticket migration proceeds. We preserve LeadDesk team membership and role (Agent, Teamleader, Manager) as Zoho Desk agent custom fields and department role assignments.

LeadDesk Teams group Agents under Teamleaders and Managers. We create matching Teams in Zoho Desk (Setup > Users and Control > Teams) and assign agents to their respective teams during the agent import phase. Teamleader and Manager roles map to Zoho Desk agent permission profiles or department-level role assignments.

LeadDesk Offices represent multi-site deployment nodes with associated timezone and VoIP routing. Zoho Desk does not have a native Office object. We document each Office's timezone, VoIP routing configuration, and agent roster as a Zoho Desk Department with a custom field capturing the original Office context. The customer's admin rebuilds VoIP routing in Zoho Desk's telephony integration settings post-migration.

LeadDesk Results and Outcomes are call disposition codes representing the end-state of each call attempt (Answered, No Answer, Busy, DND, Voicemail, etc.). Zoho Desk has standard Ticket Status values (Open, Pending, On Hold, Resolved, Closed). We map the full LeadDesk disposition taxonomy to Zoho Desk Ticket Status values, preserving the original disposition code in a custom Ticket field (OriginalDisposition__c) so that teams can report on the original taxonomy without changing Zoho Desk's native status model.

LeadDesk custom fields on Contacts and Leads map to Zoho Desk custom fields on the Contact layout. We map each field by data type: text fields to Zoho Desk single-line text, numeric fields to number or currency, date fields to date, and picklist values to dropdown. Complex nested objects or multi-value arrays that have no Zoho Desk equivalent are flagged in the scoping document for manual review before migration.

LeadApps are add-on applications within LeadDesk. We export their configuration as JSON where the platform exposes it, but we do not migrate LeadApp runtime state. The configuration JSON is delivered as a written handoff document so the customer's Zoho Desk admin or implementation partner can evaluate which LeadApp equivalents are available in the Zoho ecosystem (Zoho Marketplace, Zoho Creator, or third-party integrations) and which must be rebuilt from scratch.

LeadDesk dialer modes (preview, power, predictive, AI) and round settings are stored per-campaign and have no direct equivalent in Zoho Desk, which is not a CCaaS platform. We document the full dialer configuration as a written handoff including campaign-level dialer mode, agent-to-lead assignment rules, wrap-up time settings, and drop-rate thresholds. The customer's admin evaluates third-party telephony integrations (Twilio, Aircall, or a CCaaS) to replicate outbound calling functionality within or alongside Zoho Desk.