Migrate from Matrix42 Service Management to Zoho Desk

All four Matrix42 ticket subtypes map to a single Zoho Desk Ticket record. We preserve the original subtype in a custom field m42_original_type__c and map Matrix42 Status to Zoho Desk Status with direct value translation. Responsible Role maps to Zoho Desk Agent by email lookup. The Category, Priority, and SLA reference fields migrate as typed custom fields where no direct Zoho Desk equivalent exists. Incidents with linked Problem records are linked via a custom m42_problem_id__c field on the incident ticket.

Matrix42 CIs represent services, software, devices, and their consumer relationships. We classify CIs by type: service-type CIs map to Zoho Desk Products or Services; device-type and software-type CIs map to Products with the CI relationship preserved in a custom m42_ci_id__c field and a custom m42_ci_type__c field for classification. CI-to-CI dependency relationships are stored in a custom m42_dependencies__c multi-select picklist. CI consumers (employee or organizational assignments) do not map to any native Zoho Desk field and require a custom lookup table built during migration scoping.

Matrix42 Service Catalog items map to Zoho Desk Services, which define service offerings, associated SLAs, and team assignments. The catalog structure (category hierarchy) maps to Zoho Desk Department hierarchy. Approval chains and fulfillment workflows do not migrate; they are documented in the workflow inventory handoff for the customer's admin to reconstruct in Zoho Desk Blueprint. Custom service request forms are reconstructed as Zoho Desk custom fields.

Matrix42 KB articles map 1:1 to Zoho Desk KB articles with HTML content preserved. Article category assignments map to Zoho Desk KB category hierarchy. Publication status migrates as-is. Note that Zoho Desk's native Zwitch tool explicitly does not migrate KB attachments; we handle KB article attachments via custom API extraction from the Matrix42 document repository and re-upload to Zoho Desk as article attachments. Zoho Desk also resets KB article creation dates to the migration date, which we document as a known limitation.

Matrix42 Users with agent roles map to Zoho Desk Agents. We resolve by email as the dedupe key. Matrix42 role-based access with its documented granularity limitations maps to Zoho Desk Agent Group membership and department assignment. Any Matrix42 User requiring System Administrator privileges in Matrix42 (due to Matrix42's permission model for device roles and custom fields) is flagged for equivalent Zoho Desk admin provisioning during migration scoping.

Matrix42 SLA definitions (reaction time, resolution time tied to Priority and Category with calendar escalation) do not have a direct Zoho Desk equivalent because Zoho Desk binds SLAs to Department or Product. We reconstruct Matrix42 SLA rules as Zoho Desk SLA definitions with the nearest-equivalent Department binding and document the original Matrix42 escalation matrix in a supplemental mapping sheet. Calendar bindings (business hours, holidays) migrate as Zoho Desk Business Hours records.

Matrix42 custom service forms and Layout Designer field definitions export as Configuration Items with a custom data model schema stored separately from the form. We extract the full schema definition (field name, data type, required flag, picklist values) and create Zoho Desk custom fields of equivalent type. Multi-select picklists, date fields, and numeric fields map to Zoho Desk field types directly. Layout Designer arrangement and tab structure is not preserved; we document the layout order in the field inventory for the customer's admin to rebuild as a Zoho Desk form layout.

Ticket and CI attachments stored in the Matrix42 document repository are exported as binary blobs with filename and linked entity metadata preserved. We download all attachment files, reconstruct the entity linkage (ticket_id or ci_id), and upload to Zoho Desk via the Tickets API or file attachment endpoint. Zoho Desk has a file size limit per attachment that we validate during the attachment audit phase.

Matrix42 Unified Endpoint Management asset records (hardware specifications, software installations, compliance state) export from the UEM inventory module. We map hardware assets to Zoho Desk Products with custom fields for specifications, and software installation records to a custom asset inventory object. Asset compliance state does not map to any native Zoho Desk field and is stored in a custom multi-select field.

Matrix42 workflows built on the Worker Engine (v10 and later) do not export to Zoho Desk natively because Blueprint automation syntax is specific to each platform. We extract each Blueprint's activity sequence, trigger conditions, SLA bindings, and approval routing, document them in a Zoho Desk Blueprint reconstruction guide, and deliver it alongside the migration. The customer's admin rebuilds each Blueprint in Zoho Desk using the documented logic.

Legacy Service Store 5.x workflows require the separate Matrix42 Workflow Migration tool before they can be processed for any migration destination, including Zoho Desk. We audit every legacy workflow for Worker Engine compatibility, flag those with unsupported activities, and document the full workflow inventory for the customer's Matrix42 admin to process through the migration tool before FlitStack AI begins export. Unresolved legacy workflows cannot be migrated.

Matrix42 organizational units and roles map to Zoho Desk Departments and Agent Groups. Matrix42's role-based access with its documented granularity limitations (System Administrator required for device roles and custom fields) is flagged against Zoho Desk's own permission model. We map each Matrix42 role to the nearest Zoho Desk Agent Group with the equivalent permission level, noting where a direct equivalent does not exist.