Migrate from Locobuzz to Zoho Desk

Locobuzz Tickets map to Zoho Desk Tickets with full preservation of status, priority, channel origin, and timestamps. The primary migration constraint is that Zoho Desk's assisted import does not carry original created_at dates by default—we embed the original created timestamp in the first thread comment with the author's name so agents can reference it without leaving Zoho Desk. SLA metadata (response window, resolution window, priority mapping) translates to Zoho Desk SLA Rules configured in the Setup > Service Level Agreements panel before ticket import begins.

Locobuzz Customer profiles map to Zoho Desk Contacts. Contact details (name, email, phone, social handle) migrate directly. Locobuzz channel identifiers (WhatsApp number, Twitter handle, Facebook ID) map to Zoho Desk custom fields since the standard Contact layout does not include channel-specific fields natively. If the customer uses Locobuzz's social handle enrichment, we create custom Contact fields for channel_type and channel_id and preserve the enrichment data as structured fields rather than free text.

Locobuzz Company records map to Zoho Desk Accounts. Account Name, phone, email, website, and industry transfer directly. Some Locobuzz organizations do not maintain explicit company grouping and use individual customer records only; we ask scoping questions to determine whether to create Account records from company metadata embedded in tickets or skip Account creation and attach all Contacts directly to tickets without an Account linkage.

Locobuzz conversation threads map to Zoho Desk Ticket Threads (the chronological message list) and Comments (individual entries). Each message preserves authorship (agent vs customer), channel origin, and timestamp. Internal notes in Locobuzz map to Zoho Desk Comments marked as Internal. We migrate the full thread including attachments where they are accessible from the export. Zoho Desk's Zwitch tool does not migrate inline images by default; we use API-level access where available to preserve attachment fidelity.

Locobuzz aggregates reviews from Google, industry platforms, and social channels with rating, source, response status, and sentiment score. Reviews do not have a native Zoho Desk equivalent; we map review records to Tickets with a custom Review Source picklist field (Google, Industry Platform, Social), or we store them as structured data in a Zoho Desk custom module if the customer licenses the Enterprise tier. Review responses migrate as internal reference notes or as linked custom records depending on the customer's post-migration workflow preference.

Locobuzz Social Account configurations (linked profiles, channel types, account-level routing rules) are workspace-level settings that do not have a direct Zoho Desk equivalent. We export the list of connected social accounts and their routing preferences as structured reference data. The customer reconnects channels in Zoho Desk under Setup > Channels after migration, using our exported configuration list as the reconnect checklist. Routing rules that were enforced by Locobuzz automations must be rebuilt in Zoho Desk Blueprint or escalation rules post-migration.

Locobuzz Agent records (name, email, role, team assignment) map to Zoho Desk Agents. We export agent records and match by email during import. Deactivated Locobuzz agents do not migrate to Zoho Desk; we flag them for exclusion and note them in the reconciliation report so the customer's admin can provision active agents in Zoho Desk before migration completes. Role mapping (agent, supervisor, admin) translates to Zoho Desk roles under Setup > Users and Control.

Locobuzz SLA rules define response and resolution time windows per priority level or channel. We export SLA rules as structured metadata. Zoho Desk SLA Rules are configured under Setup > Service Level Agreements with fields for First Response Time, Next Response Time, Resolution Time, Business Hours, and escalation actions. We map Locobuzz priority levels (Low, Medium, High, Critical or custom) to Zoho Desk SLA Rule conditions. Some Locobuzz SLA configurations reference social channel-specific response windows that may require simplification in Zoho Desk's standard SLA model.

Locobuzz tags apply across Tickets, Customers, and Reviews for categorization and routing. Zoho Desk supports Tags at the Ticket level. We export the full tag taxonomy from Locobuzz and apply all tags to migrated Tickets during import. Tags used on Customer or Review records migrate as structured data stored in Zoho Desk custom fields if the customer requires cross-object tag visibility; otherwise, tags attach to the primary Ticket record.

Locobuzz AgentIQ sentiment scores and ResponseGenie suggested-reply data live in a separate AI layer from raw ticket records. We explicitly attempt to export both the structured ticket fields and the AI enrichment payload during scoping. If the AI layer is accessible via the negotiated data export, we create custom fields in Zoho Desk (sentiment_score__c, urgency_level__c, suggested_reply_text__c) and populate them on migrated tickets. If the AI layer is not exportable, we flag this before migration so the customer knows sentiment history will not carry forward and can plan to rebuild AI scoring using Zoho Desk's Zia AI add-on post-migration.

Locobuzz automated routing, escalation, and response rules are platform-specific configurations with no standard export format. We do not migrate automations as code. We document every active Locobuzz workflow with its trigger conditions, escalation actions, routing rules, and time-based delays as a written specification. The customer uses this specification to rebuild equivalent rules in Zoho Desk Blueprint, which is available from the Standard tier. We do not rebuild these in Zoho Desk as part of the migration scope.

Locobuzz analytics dashboards are platform-native visualizations that cannot be exported as functional reports. We export underlying data (ticket volumes, resolution times, CSAT scores, agent handle time) as CSV files during discovery. The customer uses this data to rebuild Shareable Reports in Zoho Desk under Reports or connects the CSV export to Zoho Analytics for equivalent visualization. Reports and dashboards are not migrated as code.