Migrate from Odoo Help Desk to Zoho Desk

Odoo Help Desk tickets map directly to Zoho Desk tickets. The Odoo subject field maps to zoho_desk subject; description maps to description; priority maps to Priority (low/normal/high/urgent with Odoo priority values re-mapped); stage_id maps to Status within the mapped Team. The Odoo partner_id resolves by email to a Zoho Desk Contact or Account record. We batch ticket reads in groups of 500 using Odoo's XML-RPC with offset pagination to avoid database timeout errors on large exports.

Odoo helpdesk.team records split into Zoho Desk's two-level hierarchy. We map each Odoo team to a Zoho Desk Department, then create a Zoho Desk Team within that Department using the same team name. If the customer has only one Odoo team, we map it to a single Zoho Desk Department with a matching Team. The Odoo team's alias_email, member_ids, and stage_ids are preserved as metadata for Team configuration after migration.

Odoo team membership links res.users to helpdesk.team via a many2many. We export res.users records (login, name, active status) and map them to Zoho Desk Agents. Active flag is preserved; inactive users are migrated with their active=false status so historical assignment records remain intact. If a Zoho Desk agent account does not exist for a mapped Odoo user, we flag it in the reconciliation queue for the admin to provision before assignment records import.

Odoo helpdesk.stage records are team-scoped and define the pipeline (is_close, fold, sequence). We export all stage names, their sequence order, and is_close flags. At Zoho Desk, stages map to Status values within the mapped Team. We define the status values before ticket migration so that the status field is not left blank during import.

Odoo SLA policies define response and resolution deadlines tied to ticket priority or team. We export SLA definitions as records and map them to Zoho Desk SLA policies using First Response Time and Resolution Time targets. Odoo's SLA status tracking (SLA applied, met, failed) does not have a direct Zoho Desk equivalent; we document the SLA policy structure and recommend manual recreation in Zoho Desk Admin as part of the post-migration checklist.

Odoo tickets reference res.partner as the customer. partner records are shared across Odoo's CRM, Sales, and Accounting modules, so scoping during discovery confirms whether all partner records or only helpdesk-referenced partners are in scope. We resolve each partner by email to a Zoho Desk Contact, creating an Account if the partner has a company name. The Zoho Desk Account is created first so that the Contact can be linked via AccountId at insert time.

Odoo ticket assignee (user_ids on helpdesk.ticket) maps to res.users. We export res.users login, name, and active status. Inactive users are included with active=false so that historical assignments remain auditable. The agent's email becomes the dedupe key in Zoho Desk.

Odoo tags are ir.records stored in a shared pool linked to helpdesk.ticket via many2many. They are plain string labels. We export tag names and relink them to migrated tickets. Zoho Desk tickets support tags natively, so the mapping is direct string-to-string. Duplicate tag names across systems are preserved as-is.

Odoo Help Desk ratings track customer satisfaction tied to ticket resolution and reference res.partner as the rater. Zoho Desk captures satisfaction via its Feedback Survey feature which creates records linked to tickets. We export the rating value, the rating date, and the partner email, then map the rating to a Zoho Desk Survey Response linked to the migrated ticket. If the customer's Zoho Desk plan does not include the Feedback module, the rating data is preserved in a custom field on the Ticket for admin reference.

Odoo ticket conversations live in mail.message linked to helpdesk.ticket via res_model and res_id. We batch-fetch message threads per ticket in groups of 100 to isolate timeout blast radius. The message body, author (resolved via res.partner email), and create_date migrate. Public messages map to Zoho Desk Comments; internal notes map to Zoho Desk Private Comments. Large threads (>200 messages per ticket) are chunked to avoid export timeouts in Odoo's XML-RPC layer.

Odoo ticket attachments are stored in ir.attachment linked by res_model='helpdesk.ticket' and res_id=ticket_id. We export file binaries via Odoo's /web/binary/base64 endpoint. At Zoho Desk, attachments upload via the multipart/form-data endpoint under the ticket record. Large binary blobs (exceeding 5 MB per file) are batched separately and retried with exponential backoff. Zoho Desk imposes a 20 MB per-attachment limit; files exceeding this are flagged in the migration report for manual handling.

Odoo Studio custom fields use x_studio_ prefix while fields created via ir.model.fields use x_. Both live in the same table. During schema discovery we surface all x_studio_ and x_ fields, present their human-readable labels to the customer, and document them in the migration scope. Zoho Desk does not support the same custom field structure on tickets, so we do not attempt automated migration of these fields. We deliver a written field inventory with the original Odoo technical name, label, field type, and recommended Zoho Desk custom field creation step for the customer's admin to recreate post-migration.