Migrate from Logicalware to Zoho Desk

Logicalware Tickets map to Zoho Desk Tickets with ticket ID, subject, description, status, priority, created time, modified time, and resolution time preserved. Channel type (email, chat, SMS, social) from Logicalware's per-message channel property migrates as a Zoho Desk custom field or tag on the ticket. Custom fields present in the export artifact map to Zoho Desk custom fields on the Ticket layout; any fields absent from the export are flagged as unmapped rather than populated with nulls.

Logicalware contact records map to Zoho Desk Contacts with email address, phone number, name, and address fields preserved. Contact lookup on the Ticket object resolves at migration time using the contact email as the match key. Any contact record with a @logicalware.com email domain is flagged as a stale reference and mapped to a replacement contact or placeholder designated by the customer before cutover.

Logicalware Company records map to Zoho Desk Organizations with company name, domain, address, and phone preserved. Organization is created before Contact import so that the Contacts.organizationName lookup resolves on insert. Where a Logicalware Company has no associated Contacts in the export, the Organization is flagged as a potential orphan for the customer's admin to review post-migration.

Logicalware Conversation threads contain multiple message events, each tagged with a channel type (email, chat, SMS, WhatsApp, social). We split by channel type at migration time because Zoho Desk stores Comments as a linear thread on the parent Ticket without per-message channel metadata. Each message event becomes a Zoho Desk Comment with the sender name, timestamp, and body text preserved. Channel type is recorded as a Zoho Desk tag on each Comment record for filtering purposes.

Logicalware Agent records (name, email, role) map to Zoho Desk Agents. We resolve agents by email against the Zoho Desk user roster. Any @logicalware.com email address is flagged as inactive and mapped to a replacement owner designated by the customer during scoping. Historical agent references on tickets are updated to the replacement owner before the migration batch runs.

Logicalware Channel metadata (email, live chat, SMS, WhatsApp, social media) tags on tickets and conversations map to a Zoho Desk Ticket field (channel_source) and corresponding Tags on the ticket. Channel type is preserved as both a field value and a tag so agents can filter by channel in Zoho Desk's Views without relying on a custom field alone.

File attachments on Logicalware tickets are included in exports where the export artifact is intact and the attachment URLs remain accessible. We validate attachment URLs during the export audit phase and flag any reference that points to an unreachable location (a common outcome after the 2023 dissolution). Accessible attachments are downloaded, re-uploaded to the Zoho Desk Ticket record, and linked via the attachment API. Missing attachments are logged in the gap report.

Tags applied to Logicalware tickets for categorization migrate as Zoho Desk Tags on the corresponding ticket. Logicalware's tag vocabulary maps directly without consolidation; we do not merge synonymous tags unless the customer explicitly requests tag normalization during scoping. Tags that cannot be mapped to a Zoho Desk Tag field are added as a comma-separated custom field on the Ticket.

Logicalware SLA commitments are voided by the April 2023 dissolution and are not migratable as active policies. We document the original SLA tier, response time targets, and resolution time targets from the export artifact in a written inventory document. Zoho Desk SLA Policies (available on Professional and Enterprise tiers) are configured by the customer's admin post-migration using this inventory as the source specification.

Logicalware message automation rules and keyword-triggered routing configurations are not migratable because no export of these configurations exists and the platform's automation engine is no longer operational. We deliver a written inventory of every automation pattern detected in the export data (such as auto-assignment rules, escalation triggers, and template-based routing) with a recommended Zoho Desk Blueprint or workflow rule equivalent. The customer's admin rebuilds these in Zoho Desk post-migration.

Logicalware knowledge base content is not included in standard export artifacts and no API export mechanism was documented before the 2023 dissolution. We flag the knowledge base as a gap in the migration scope and deliver a written template inventory of detected article categories and titles where they appear in ticket subject lines or thread content. The customer rebuilds help center articles in Zoho Desk using the template inventory as a content guide.

Logicalware time entries associated with ticket resolution or agent work logs migrate to Zoho Desk Time Entries linked to the corresponding Ticket. Total time, agent, and date are preserved. If time entry data is absent from the export artifact, we note it as a gap rather than generating synthetic records.