Migrate from Mojo Helpdesk to Zoho Desk

Mojo Helpdesk tickets map directly to Zoho Desk tickets with all standard fields (subject, description, status, priority, category, created time, modified time) transferred. Custom fields on tickets require pre-creation in the relevant Zoho Desk department before migration; we verify this during scoping. Thread order is preserved using the Mojo comment timestamp as the sequence key.

Mojo Helpdesk agents map to Zoho Desk agents by email address. If a Zoho Desk agent with the same email already exists, the system maps to the existing record. Mojo admin-role agents map to Zoho Desk Support Administrator profile; standard agents map to Agent. Teams in Zoho Desk must be created before migration since we cannot transfer team assignments as a data operation. Any Mojo agent beyond a destination plan's agent count ceiling is flagged in the scoping report.

Mojo Helpdesk contacts (customers) map to Zoho Desk contacts with full name, email, phone, company affiliation, and custom field values transferred. Contacts are created before tickets so that the contact lookup is satisfied at ticket import time. If a contact in Mojo is associated with a company, we create the Zoho Desk Account record first and then link the contact via the AccountExtId reference.

Mojo Helpdesk companies associated with contacts map to Zoho Desk accounts. The account provides the organizational layer that Zoho Desk uses for account-level SLA policies and reporting. We use company domain or name as the dedupe key during import. Accounts are created before contact import so that the account-contact linkage is established correctly.

Mojo Helpdesk queues are the routing and grouping unit; Zoho Desk uses departments as the top-level container and teams as the agent grouping unit within departments. We analyze the Mojo queue structure and create one or two Zoho Desk departments per queue or queue group, with teams mapped from Mojo queue membership. Queue routing rules are documented as a configuration handoff for the customer admin to rebuild as Zoho Desk workflow rules.

Mojo Helpdesk comments (both agent replies and customer replies, including internal staff notes) map to Zoho Desk thread entries. Thread type (reply, note, public, private) is preserved using the Zoho Desk isPublic field. CC participants from Mojo comments migrate to the ticket body in a custom field since CC users cannot be natively transferred to Zoho Desk per Zoho's migration documentation.

Mojo Helpdesk tags are free-form text labels applied to tickets. We transfer tag values directly to Zoho Desk tags. The customer selects tag strategy during scoping: flat tag list or taxonomy-based grouping. Tags with high cardinality (more than 200 distinct values) are flagged for potential normalization before migration.

Mojo Helpdesk custom fields must be pre-created before CSV import, and Zoho Desk custom fields must be created in each destination department before records land. We verify the complete field schema during scoping and guide the customer to create any missing fields in the relevant Zoho Desk departments. Field type mapping follows standard conversions: string to string, date to date, checkbox to checkbox, dropdown to picklist.

Mojo Helpdesk canned responses map to Zoho Desk macros. Template content, trigger conditions, and category assignment transfer as configuration metadata. Macros that reference specific Mojo queue IDs are documented with the equivalent Zoho Desk department or team reference so the customer admin can update macro context after migration.

Mojo Helpdesk custom forms (Ticket Request, RMA Request, Purchase Request) map as form structure metadata. Field definitions transfer as a written form map. Since Zoho Desk forms and Mojo forms have different submission targets (Zoho routes to department, Mojo routes to queue), we document the routing change for the customer admin to configure in Zoho Desk Forms.

Mojo Helpdesk knowledge base articles transfer with content, category, publish status, and language preserved. Published articles land as published in Zoho Desk; draft articles transfer as draft. Knowledge base storage limits are verified against the destination Zoho Desk plan tier before migration begins. Category hierarchy in Mojo maps to Zoho Desk knowledge base sections.

Mojo Helpdesk SLA timer definitions (timeframes per priority level, pause-on-customer-reply logic, breach alerts) map to Zoho Desk SLA policies scoped per department. Business hours definitions transfer as Zoho Desk shift schedules. We document any SLA policies with queue-specific references and flag the equivalent Zoho Desk department scope for admin update. Priority levels from Mojo map to Zoho Desk priority values using the priority name as the matching key.

Mojo Helpdesk asset management (laptops, software licenses, warranties, contracts with ticket linkage) maps to Zoho Desk Asset records on Enterprise tier. On Standard and Professional Zoho Desk plans, assets do not have native support; we transfer asset data as a contact-linked custom object or as configuration metadata for the customer to manage manually post-migration. Asset-ticket linkage is preserved via the ticket's custom field reference.

Mojo Helpdesk bots trigger on ticket events (created, updated, deleted) with assign, escalate, or email actions. We document every active Mojo bot with its trigger, conditions, and actions as a written automation inventory. The equivalent Zoho Desk implementation is either a Blueprint (for step-by-step ticket processes) or a Workflow Rule (for event-triggered actions). The customer admin rebuilds automations post-migration; we do not transfer bot logic as executable code.