Migrate from OASYS to Zoho Desk

OASYS Tickets map directly to Zoho Desk Tickets with fields transferred 1:1 including status, priority, created time, modified time, resolution details, and ticket number as an external reference. We preserve full status transition history and apply OASYS priority levels to Zoho Desk priority values (Low, Medium, High, Urgent). Department assignment in Zoho Desk requires pre-creation of departments during schema design to satisfy the required DepartmentId field.

OASYS Customer records map to Zoho Desk Contacts with contact information, email, phone, and lifecycle data transferred directly. We use email as the primary deduplication key. Customer-to-Contact mapping preserves the association to the OASYS Company record, which maps to a Zoho Desk Account. Contact records are imported after Accounts to satisfy the AccountId lookup on Contact.

OASYS Company records map to Zoho Desk Accounts. We transfer company name, domain, phone, industry, and description fields. The Account record is created before Contact import so that the Contact-Account relationship is established at the moment of Contact insert. Website field carries the original company domain for reference.

OASYS Agent records map to Zoho Desk Agents resolved by email address match. Zoho Desk requires agents to have an existing Zoho account before ticket assignment. We audit all OASYS agents during scoping, flag any without a matching Zoho Desk user, and hold those records in a reconciliation queue until the customer's admin provisions the Zoho accounts. Inactive agents from OASYS are recreated as inactive Zoho Desk agents to preserve historical ticket ownership.

OASYS team structures and queue assignments vary by configuration and do not export as structured data. We audit team rosters, queue rules, and member lists during discovery and document the equivalent Zoho Desk Department and Team structure. Departments must be created in Zoho Desk before agents and tickets are imported, because Zoho Desk scopes custom fields and layouts per department. We deliver a written department and team rebuild guide with the migration package.

OASYS conversation threads attach to Tickets as a flat chronology of customer replies and agent responses. Zoho Desk splits these into Threads (the channel-level conversation container) and Comments (individual entries with author, direction, and timestamp). We split OASYS conversation entries by author type (customer vs. agent) and direction (Incoming vs. Outgoing) during the transform phase, preserving the full thread chronology and original timestamps on each Comment record.

OASYS custom fields extend Tickets and Customers with business-specific data. We audit all custom field definitions during discovery, map supported field types to their Zoho Desk equivalents (string, decimal, integer, currency, checkbox), and flag any OASYS-specific field types that cannot be transferred automatically. Custom fields in Zoho Desk are scoped per department, so we recreate field definitions in each destination department that requires them before ticket import begins. Unsupported field types are stored as plain-text custom properties in Zoho Desk for manual resolution.

File attachments on tickets and conversations are downloaded from OASYS and re-uploaded to Zoho Desk. We validate attachment file types and sizes against Zoho Desk upload limits (10 GB total per migration request per Zoho Desk documentation). Oversized files or unsupported file types are flagged during the audit phase so the customer can decide whether to compress, re-upload manually post-migration, or exclude them from the transfer. KB article attachments cannot be migrated via the assisted migration path and require separate manual re-upload.

OASYS Tags that categorize Tickets and Customers transfer to Zoho Desk Tags with their associations preserved. Zoho Desk tag taxonomies are flat within each module, so destination tagging taxonomies may require post-migration reorganization if OASYS used a hierarchical tag structure. We map all tag values directly and deliver a tag reorganization guide if the customer had more than 50 distinct tag values.

OASYS SLA definitions use internal naming conventions and condition logic that do not export as structured data. We capture screenshots and documentation of every SLA rule during the audit phase. Post-migration, we deliver a Zoho Desk SLA Policy configuration guide that maps each OASYS SLA to its Zoho Desk equivalent (SLA Name, Applicable Hours, First Response Target, Next Response Target, Resolution Target), so the customer's admin can rebuild SLA policies using Zoho Desk's native SLA configuration UI. SLA policy assignment to departments and ticket types is documented separately.

OASYS Product records map to Zoho Desk Products if the support operation tracks product information against tickets. We transfer product name, SKU, description, and unit price where these fields exist in the source. Products are imported before tickets that reference them so that the product lookup is satisfied at the time of ticket insert.

OASYS task records linked to tickets map to Zoho Desk Tasks attached to the corresponding Ticket. We preserve task subject, due date, status, and assignment (resolved by agent email to Zoho Desk Agent lookup). Task chronology relative to ticket conversation threads is preserved using the original OASYS created timestamp.