Migrate from N-able MSP Manager to Zoho Desk

MSP Manager Customer records map to Zoho Desk Organization. The Customer's primary address, tax rate, program level, and billing info migrate as Organization fields and custom fields. We resolve the Organization record in Zoho Desk before importing any Contacts so that the Organization lookup is satisfied at insert time. MSP Manager's multi-location Customers map to Zoho Desk Locations (Address module) attached to the Organization.

MSP Manager Contacts link to a Customer and include name, email, phone, mobile, and role. Zoho Desk Contacts have an Organization lookup (required in Enterprise, optional in lower tiers). We map contact email as the primary dedupe key. If MSP Manager has contacts without a valid email, we flag them for manual review because Zoho Desk requires email format validation on Contact creation.

MSP Manager Tickets map directly to Zoho Desk Tickets. Standard fields (status, priority, category, assigned technician, created date, modified date) migrate with type-matched field mapping. The MSP Manager Customer maps to Zoho Desk Organization on the Ticket. MSP Manager category values map to Zoho Desk Department-specific custom lists, which we configure before migration.

MSP Manager custom ticket fields (text, number, dropdown, date) require live API schema inspection before migration because N-able documentation URLs return 404 errors. We enumerate the live custom field names and types via the MSP Manager Swagger API during discovery, then configure matching custom fields in Zoho Desk Field Designer before data migration begins. Any dropdown option values are preserved as picklist choices in Zoho Desk.

MSP Manager Time Entries are children of Tickets, carrying technician, date, duration, billable flag, and optional description. Zoho Desk Time Entries attach to Tickets with the same fields. We migrate time entries in Ticket dependency order to ensure the parent Ticket exists first. Billable flag maps to the billable checkbox in Zoho Desk.

MSP Manager Expense records (amount, date, vendor, description, and optional ticket link) map to Zoho Desk Expenses. We validate vendor name against Zoho Desk's vendor list or create vendors on demand. Expenses without a ticket link migrate as standalone records.

MSP Manager Invoices carry headers, line items (sourced from billable time entries and expenses), status (draft/sent/paid), and totals. Zoho Desk Invoices include line items with description, quantity, unit price, and tax. We preserve invoice status (draft, sent, paid, void) and line item structure, noting that Zoho Desk invoices are reference documents for external accounting systems rather than a billing engine. Any paid status is set as-is without triggering payment recording.

MSP Manager Service Items define managed service scope and pricing per Customer (per-user or per-device plans). Zoho Desk Services define support scope, response time, and resolution time for SLA policies. We migrate Service Item names and pricing as Zoho Desk Services, then configure SLA policies in Zoho Desk that reference the migrated Services.

MSP Manager KB articles are attached to Customers and contain procedure and policy documentation for end clients. Zoho Desk Articles are attached to Departments with internal/external visibility. We export MSP Manager KB articles grouped by Customer and attach them to a Zoho Desk Department selected during scoping, with article content preserved as rich text. Articles that were client-specific are noted in a migration summary for manual reassignment if needed.

MSP Manager Assets track devices associated with a Customer (hardware specs, status). Zoho Desk Assets include name, product name, serial number, status, and linked equipment. We migrate the asset name, product details, and serial number. Device monitoring details sourced from N-sight RMM sync in MSP Manager do not migrate as Zoho Desk lacks an RMM integration layer.

MSP Manager portal settings include branding (logos, color schemes) and ticket submission preferences per Customer. Portal branding is stored in MSP Manager UI state and is not exported as structured data. We capture portal configuration screenshots during audit and document the manual reconfiguration steps for Zoho Desk's customer portal (Settings > Channels > Customer Portal). The portal URL structure and ticket submission preferences migrate as a written configuration inventory.

MSP Manager Users (Admin, Technician, View-only) map to Zoho Desk Agents with role-based permissions. We resolve MSP Manager users by email against Zoho Desk's agent list and map role permissions to Zoho Desk's Agent Profiles (Agent, Supervisor, Administrator). Any MSP Manager user without a matching Zoho Desk agent account goes to a reconciliation queue for the customer's admin to provision before record migration resumes.