Migrate from Masergy to Zoho Desk

Masergy CCaaS agent profiles (login credentials, supervisor assignments, queue entitlements, agent status) map to Zoho Desk Agent records. We extract agent data via Comcast Business professional services coordination and import using the Agents_XX.csv schema: agentExtId, Last Name, First Name, Email are required fields per Zoho's assisted migration guide. Supervisor-to-agent relationships from Masergy map to Zoho Desk Team membership during agent provisioning. Deactivated Masergy agents cannot be migrated via Zwitch; we flag these for manual Zoho Desk provisioning post-migration.

Masergy contact center queue definitions (routing rules, priority settings, agent group memberships, queue names) map to Zoho Desk Teams and optionally to Zoho Desk Departments for multi-level routing. Each Masergy queue becomes a Zoho Desk Team with queue priority settings translated to SLA policy assignments in Zoho Desk. If Masergy queues have sub-queues or skill-group hierarchies, we flatten them into multiple Zoho Desk Teams with descriptive naming reflecting the original Masergy queue structure. Agent skill assignments from Masergy migrate as Team membership records in Zoho Desk.

Masergy support tickets and case records map to Zoho Desk Tickets. We extract ticket data including ticket ID, subject, description, status, priority, created time, and modified time from the source portal export. The Ticket module selection in Zoho Desk automatically includes child modules (Ticket Comments, Ticket Threads, Attachments) per Zoho's Zwitch documentation. Note that Zwitch drops inline images and thread direction (incoming vs outgoing) from migrated tickets; we use the Zoho Desk REST API for threaded conversation import where thread direction fidelity is required, and we flag this trade-off in scope.

Masergy CCaaS customer account records (organization name, contact details, account ID) map to Zoho Desk Account records. Individual contact points (name, email, phone, extension) map to Zoho Desk Contact records linked via AccountExtId to the parent Account. The Contacts_XX.csv schema requires Last Name as required and optionally maps First Name, Email, Phone, Mobile, Street, City, State, Country, Zip. If Masergy stores customer records as flat (no account hierarchy), we aggregate them into Zoho Desk Accounts during import using domain-based or name-based grouping.

Call recordings generated within Masergy CCaaS are stored in Masergy's media infrastructure and cannot be downloaded or exported via any customer-accessible mechanism. This is a hard limitation documented in the Masergy source platform page. We cannot migrate call recording files. We document the recording storage boundary in the migration scope and advise the customer to retain recordings in-place within Masergy or arrange a manual archive through Comcast Business support if compliance retention is required post-migration. In Zoho Desk, we set up a reference link field on each relevant Ticket pointing to the recording location if the customer arranges external storage.

MDR alert logs and incident records maintained in Masergy's SIEM are not accessible via customer-facing tools. This object has no destination equivalent in Zoho Desk, which is a help desk platform, not a SIEM or MDR platform. We exclude alert history from migration scope and recommend the customer export any required compliance or audit records before migration initiation using Masergy's managed security portal reporting features if available. Post-migration, the customer should provision a dedicated SIEM or MDR tool (CrowdStrike, SentinelOne, Microsoft Defender, or similar) for ongoing security monitoring.

Masergy SD-WAN site definitions (tunnel configurations, WAN circuit assignments, routing policies) have no equivalent in Zoho Desk, which is a customer support help desk and does not manage network infrastructure. We exclude SD-WAN configuration from migration scope. If the customer is also exiting Masergy SD-WAN entirely, that is a separate migration engagement requiring a different destination platform (e.g., VeloCloud by VMware, Cato Networks, or Fortinet FortiGate). We flag the SD-WAN boundary in discovery and refer to a networking-specialized partner if SD-WAN migration is in scope.

Masergy UCaaS dial plans (routing behavior for internal extensions, DID numbers, outbound call routing) do not migrate to Zoho Desk, which manages support tickets rather than telephony routing. Dial-plan rules must be reconfigured in the destination telephony platform (Zoho's own telephony integration, a third-party UCaaS like RingCentral or Twilio, or an in-house PBX). We document the Masergy dial-plan structure during discovery as a reference for the customer's telephony admin to rebuild in the new platform.

Masergy products and services tracked in the contact center context (service plans, add-ons, SKU references) map to Zoho Desk Product records. The Products_XX.csv schema includes ProductName, ProductCode, and description fields. We extract product data from Masergy's service catalog export and map it to Zoho Desk Products, enabling ticket-to-product linking in Zoho Desk for support cases tied to specific services.

Masergy CCaaS task records assigned to agents (follow-up items, disposition tasks, internal action items) map to Zoho Desk Task records. Task fields (subject, description, due date, assignee, status) migrate via the Tasks_XX.csv schema or REST API. We resolve assignee references by matching agent email from the Masergy export against the Zoho Desk agent records provisioned in the Agent migration phase.

Masergy support documentation, FAQ articles, and internal knowledge base entries map to Zoho Desk Knowledge Base articles. We extract article content (title, body, category, author, created/modified dates) and import via Zoho Desk KB API. Note that Zwitch does not migrate KB article attachments; we handle attachment migration separately via Zoho Desk's document management or linked cloud storage reference.

Masergy Global UCaaS user records (extension assignments, dial-plan membership, device provisioning settings) map partially to Zoho Desk Agent records where the user also has a contact center agent role. Extension data that does not have a support ticket context is documented as reference data for the customer's UCaaS admin to provision in the new telephony platform. We do not migrate extension assignments as standalone Zoho Desk records.