Migrate from Movidesk to Zoho Desk

Movidesk's unified People object distinguishes agents and customers by record type. We extract agents from Movidesk People records by filtering on access profile type and map them to Zoho Desk Agent profiles. Agent email becomes the dedupe key. Zoho Desk requires agents to exist in the destination before tickets referencing them can import, so we import agents first and validate every OwnerId reference in the ticket export against the agent email list.

Movidesk customer People records map to Zoho Desk Contact. First Name, Last Name, Email, Phone, and Mobile migrate directly. If the source People record references an Organization, we resolve the AccountId lookup at migration time after Account import completes. Any unmapped social media fields (Facebook, Twitter) on Movidesk People migrate as custom fields on the Zoho Desk Contact.

Movidesk Organizations map to Zoho Desk Account. Account Name, Phone, Email, Website, Industry, and Address fields migrate 1:1. Account is created before any Contact import so that the AccountId lookup relationship is satisfied at the moment of Contact insert. Movidesk Organization-to-Customer cross-references are preserved as Account-to-Contact lookups in Zoho Desk.

Movidesk Tickets map to Zoho Desk Tickets. We preserve Ticket Number, Subject, Description, Status, Priority, createdDate, modifiedDate, and the full statusHistories audit log. The Movidesk owner field resolves to the Zoho Desk Agent by email match; ownerTeam resolves to the Zoho Desk Department. The changedBy and changedDate audit trail is migrated as a custom Activity timeline entry sequence in Zoho Desk since Zoho Desk does not surface Movidesk-style audit log records natively.

Movidesk custom fields use a POST-only API with three named operations (InsertValues, UpdateValues, DeleteValues) and no GET endpoint for schema discovery. We discover custom field definitions during the scoping phase by inspecting a sample of Movidesk ticket records, then generate the correct POST operation per field at migration time. Each custom field operation counts toward the 10 req/min limit, so we batch these calls with rate-limiting and sequence custom field population after primary ticket records are committed to Zoho Desk.

Movidesk Services represent service-level abstractions that do not have a direct 1:1 equivalent in Zoho Desk standard objects. We map Services to Zoho Desk Products where the destination is a product-support context, or to a Zoho Desk custom object named Service_Contract if the destination plan supports custom objects (Professional tier and above). The customer's admin confirms the strategy during scoping.

Billing agreements in Movidesk track contractual service terms. This is a Movidesk-specific object with no Zoho Desk standard equivalent. We migrate billing agreement data as a Zoho Desk custom object named Billing_Agreement on Professional and above plans. On Standard tier, we export billing agreement data as a structured CSV that the customer attaches to the relevant Account record.

Movidesk Asset records (tracking equipment or products linked to tickets) map to Zoho Desk Products or Components depending on the destination Zoho Desk edition. Asset relationships to Organizations migrate as Product-to-Account associations; relationships to Tickets migrate as Product-linked fields or a custom asset link object. We preserve the Movidesk Asset external ID as a custom field for audit continuity.

Movidesk Knowledge Base Articles migrate to Zoho Desk Articles within the corresponding section hierarchy. Article title, body content, status (Draft/Published), author, and created/modified timestamps transfer directly. Zoho Desk's assisted migration and Zwitch tool explicitly exclude KB article attachments, so we flag every article with an attachment for the customer to re-upload manually post-migration or via a separate file upload script.

Movidesk KB Categories map to Zoho Desk Sections. The hierarchical relationship (parent category to subsection) maps to Zoho Desk Sections with sub-sections as the child level. We preserve category ordering and translation metadata. If the Movidesk KB has multilingual content, we flag any article in a language without a complete category translation set in the destination, since Zoho Desk requires all enabled languages to have translated section names before articles can publish.

Movidesk SLA definitions (response time and resolution time commitments per priority level or service tier) map to Zoho Desk SLA Policies available from the Professional tier. Escalation triggers migrate as SLA Policy rules with first response and next response thresholds. Priority-level SLA assignments in Movidesk map to Zoho Desk SLA Policy-to-Ticket mapping rules. Note that SLA policies require the Professional tier or above in Zoho Desk; Standard tier customers receive an SLA inventory document for manual configuration post-migration.

Movidesk ticket tags migrate as Zoho Desk Tags on the ticket record. Tag labels transfer as flat string associations. We note that Zoho Desk Tags are scoped to tickets rather than contacts, so Movidesk contact-level tags do not transfer to Zoho Desk Contact records unless the customer confirms contact tagging is required in the destination.