Migrate from monday service to Zoho Desk

monday service Tickets are Items on Boards. Standard fields (title, description, status, priority, assignee, created date) map directly to Zoho Desk Ticket fields. The primary migration complexity is resolving the parent Board and Group context: the Board maps to a Zoho Desk Department or Team, and the Group maps to a ticket category or custom field. Custom column values map to Zoho Desk custom fields by type: text to single-line or multi-line, number to numeric, date to date, dropdown to picklist. Formula columns are flagged as non-migratable and documented with their output intent.

monday service Customer records are Items on a dedicated Customer Board or contacts managed through the monday.com Contacts integration. Customer data is split: company-level information (name, domain, industry) maps to Zoho Desk Account, and individual contact information (name, email, phone, role) maps to Zoho Desk Contact. The Contact is linked to the Account via the AccountId lookup. We resolve duplicates by email domain for Account and by email address for Contact before insert.

monday service conversation threads are stored as Updates on Ticket Items. We extract each Update, preserve the author (agent or customer), timestamp, and rich text body, and write them as Zoho Desk Ticket Thread entries. Thread direction (Incoming from customer, Outgoing from agent) is inferred from the monday Update author: if the author matches a Contact email, the thread entry is marked Incoming; if it matches a monday.com User, it is marked Outgoing. Some embedded media may require re-attachment post-migration.

monday service SLA targets are stored as custom date columns on Items or referenced by automation rules. We extract the SLA target values and map them to Zoho Desk SLA Policies linked to Ticket Priority levels. Any automation rules in monday service that trigger on SLA breach dates are documented as SLA rule descriptions in the migration playbook so the customer's admin can reapply them using Zoho Desk's SLA Policy configuration.

monday service Users are mapped by email to Zoho Desk Agents. We preserve display name, active or inactive status, and any team membership. The Zoho Desk Department and Team assignments are derived from the monday service Workspace and Board membership context during scoping. Inactive monday.com Users migrate as inactive Zoho Desk Agents unless the customer specifies otherwise.

monday service Boards are the primary container for support data. We map each Board to a Zoho Desk Department or Team depending on its use: Boards that contain support tickets map to Zoho Desk Departments, and private group boards map to Teams within those Departments. Board-level settings (notification preferences, sharing permissions) do not have direct Zoho Desk equivalents and are noted in the migration playbook.

monday service Groups are row groupings within a Board used to organise ticket queues. We map Group names to Zoho Desk Ticket Categories, which allow agents to filter and route tickets by department area. The Group-to-Category mapping is defined during scoping based on the customer's workflow.

monday service column types (text, numbers, dates, status, dropdown, link, file, formula) translate to Zoho Desk custom field equivalents. Status columns become picklist or status custom fields; dropdown columns become picklist fields; date columns become date fields. Formula columns are not migratable as computed fields; we document the formula logic and flag them for manual recreation in Zoho Desk as calculated or read-only custom fields.

Files uploaded to monday service Items can be included in account exports but add significant processing time given monday.com's 24-hour export window for large workspaces. We optionally exclude files during initial migration and advise on re-attachment via Zoho Desk's attachment API post-migration. Files stored externally (Google Drive, Dropbox) are re-linked by URL where the source URL remains valid.

monday service Tags applied to Items migrate to Zoho Desk Tags on the corresponding Ticket records. Tags are preserved as string values and are available for filtering and reporting in Zoho Desk. If the customer uses tag taxonomy extensively in monday service, we recommend a tag strategy review during scoping to consolidate duplicates before migration.

monday service dashboard widgets reference board data and are not migratable as live dashboards. We preserve the underlying board data and migrate it to Zoho Desk. Widget intent (ticket volume trend, SLA compliance, agent workload) is documented so the customer's admin can recreate equivalent reports using Zoho Desk's built-in reporting module or Zoho Analytics integration.

monday service automation rules are not accessible via the public API and cannot be exported programmatically. We enumerate all active automations during discovery, document their trigger conditions and actions, and deliver a written playbook describing each rule and its recommended Zoho Desk Blueprint or Workflow equivalent. The customer's admin rebuilds them manually post-migration.

The monday service customer-facing portal layout, custom domains, and branding settings are not exposed via API. Portal URL, logo, colour scheme, and custom domain configuration are documented during discovery. We deliver a portal reconfiguration checklist so the customer's admin can set up the equivalent Zoho Desk multi-brand help portal post-migration.

monday service third-party integrations (Salesforce, Jira, Slack, email connectors) are account-level configurations not accessible via API. Integration credentials, field mapping rules, and sync direction are documented during discovery. We deliver an integration reconnection guide describing each active integration and its recommended Zoho Flow or Zoho Desk native integration equivalent. Slack and email integrations require credential re-authorisation at the destination.