Migrate from NV Desk to Zoho Desk

NV Desk Cases map to Zoho Desk Tickets with status, priority, subject, description, and channel preserved. The NV Desk case channel field (voice, email, chat, social) maps to Zoho Desk's ticket_channel field. Created timestamps require explicit handling: Zoho Desk does not set Created Time by default during import; we embed the original created date in the first comment body attributed to the creating agent and advise the customer's admin to enable custom date-field mapping if the Zoho edition supports it. Closed case data migrates fully including resolution notes.

NV Desk Customer profiles split into Zoho Desk Contacts (individual support contacts) and Accounts (organization-level records). Phone, email, company name, and address fields map directly. If NV Desk stores only individual contact records without organizational hierarchy, we create Accounts from the company name field where present or from the email domain. The Contact-to-Account lookup is resolved during import so that ticket assignment and reporting work correctly in Zoho Desk.

NV Desk Agent records (name, email, team, role) map to Zoho Desk Agents by email match. Zoho Desk distinguishes Agent (full reply and comment access) from Light Agent (ticket viewing only) and Support Administrator (customization access). We infer role from NV Desk role metadata and map Support Administrator where available; otherwise agents default to Agent role and the customer's Zoho admin adjusts permissions post-migration. Cases created by deactivated NV Desk agents cannot be migrated to Zoho Desk; we flag deactivated agents during scoping so the customer can reactivate or reassign before migration.

NV Desk Team structure (name, description, agent membership) maps to Zoho Desk Teams. The Zoho Desk Migration Wizard does not transfer Teams automatically; we add agents to Teams during post-import configuration using Zoho Desk's bulk agent management API. The customer must enable Team Assignment in Zoho Desk Setup before we add agents to Teams. We document the full team roster and agent assignments from NV Desk so that the customer can validate the mapping post-migration.

NV Desk custom fields on cases map to Zoho Desk custom fields on Tickets, Contacts, and Accounts. Zoho Desk enforces custom field limits by edition: 50 on Standard, 150 on Professional, 230 on Enterprise. We inventory every NV Desk custom field during scoping, classify each by data type (string, integer, checkbox, dropdown, date), and compare the total against the customer's chosen Zoho Desk edition. Fields exceeding the edition limit are flagged for consolidation or edition upgrade. Zoho Desk custom field labels are capped at 50 characters; longer NV Desk field names are truncated with an underscore suffix and documented in the field map.

NV Desk multi-channel conversation threads (voice call notes, email, chat, social) attached to cases migrate to Zoho Desk Ticket Threads. Each thread entry preserves the channel metadata, timestamp, author (agent or customer), and message body. Voice call notes from NV Desk's pre-integrated contact center connectors migrate as internal comments on the Zoho Desk ticket; call duration and disposition, where stored in NV Desk, map to custom ticket fields or thread notes. Inline images in thread entries migrate as attachments linked to the ticket comment.

File attachments on NV Desk cases migrate to Zoho Desk TicketAttachments where accessible via the source deployment's export path. Large attachments (over 25 MB per file) are flagged for chunked transfer or customer-hosted file transfer with Zoho Desk's file link reference recorded in a custom field. Inline images embedded in case descriptions or conversation threads migrate as separate ContentDocument records linked to the ticket via ContentDocumentLink.

Tags applied to NV Desk cases for categorization migrate to Zoho Desk Tags. Tags are preserved as label arrays on tickets; naming collisions (identical tags on different ticket categories) are resolved by retaining the tag name and associating it with all applicable tickets. If NV Desk uses hierarchical tags or tag groups, we flatten them to a single tag label and document the original hierarchy in the field map for the customer's admin to recreate in Zoho Desk's tag organization.

NV Desk's nine pre-integrated contact center connectors (Genesys, Cisco, Avaya, Five9, Amazon Connect, Dialpad, Webex, Zoom, Nice) are configuration-level and do not export as migration data. We document the active integrations, their current configuration parameters (tenant ID, agent routing rules, screen-pop triggers), and the equivalent Zoho Desk or third-party CTI setup steps so the customer's IT team can reconfigure the contact center layer in parallel with data migration.

NV Desk historical report data (ticket volume, agent handle time, SLA compliance rates) migrates as data records accessible in Zoho Desk's native Reports module or Zoho Analytics. Dashboard layouts and saved report definitions do not export and must be rebuilt. We deliver a written inventory of every NV Desk report definition with its metric scope, date range, and filter logic, and recommend whether each report maps to a Zoho Desk standard report or requires Zoho Analytics custom report configuration.

NV Desk SLA configurations (response and resolution targets per team or case type) map to Zoho Desk SLA Policies. SLA Policy name, business hours, first response target, and resolution target migrate. If NV Desk uses custom SLA tiers (e.g., Platinum/Gold/Silver per customer tier), we map these to Zoho Desk SLA Policies with the matching priority and entitlement rules. SLA rules that trigger automated actions in NV Desk do not migrate; we document each trigger for the customer's admin to rebuild in Zoho Desk's Blueprint or workflow rules.

NV Desk Knowledge Base articles and categories migrate to Zoho Desk Help Center articles where accessible via the source deployment's export. HTML content is preserved and reformatted to match Zoho Desk's article content schema (title, content body, HTML, category assignment, locale, and publication status). Article attachments migrate as linked files. If NV Desk articles use a different content model (e.g., structured sections vs. flat HTML), we transform the content to Zoho Desk's section-based format during import. Articles without a direct export path are flagged for manual export or alternative migration during scoping.