Migrate from Oracle Service Cloud (formerly RightNow) to Zoho Desk

Oracle Incidents map to Zoho Desk Tickets. We preserve the full thread history (Incident Thread with individual message body, author type, and timestamp), initial problem description, status workflow transitions, disposition codes, and all custom field values. Oracle's Channel field (email, chat, web, phone, social) maps to Zoho Desk's Ticket Source or a custom picklist. Disposition codes migrate to a custom field or tag in Zoho Desk. The Oracle Incident Created, Updated, and Resolved timestamps are preserved in Zoho Ticket createdTime and modifiedTime.

Oracle Contacts map directly to Zoho Desk Contacts. We preserve all standard properties (name, email, phone, address) and custom fields. Oracle supports multiple contact roles per Organization; Zoho Desk uses Contact functions and tags to replicate role tagging. We run a pre-migration contact health check to identify orphaned and duplicate records before import, addressing Oracle's silent deletion risk by importing Organizations first and enforcing the organization relationship before Contact inserts begin.

Oracle Organizations map to Zoho Desk Accounts. The Organization hierarchy (parent-child relationships) migrates to Zoho Desk's Account hierarchy. Oracle's Organization type and industry fields map to Zoho Account custom fields. Organizations are created in Zoho Desk before Contacts to satisfy the lookup dependency and prevent orphaned Contact records.

Oracle Answers map to Zoho Desk Articles within a Knowledge Base module. We export article body, metadata, categories, versioning history, and approval workflow status. Oracle's category hierarchy migrates to Zoho Desk's Section and Subsection structure. Approval workflows and access rules are documented as a Zoho Desk configuration handoff item. Zoho Desk's Zia KB Conversation Assistant is noted as a rebuild opportunity for the customer's admin.

Oracle Assets link products and warranties to Contacts and Organizations, supporting entitlement checking. Zoho Desk does not have a native Asset object equivalent in its standard module set; we map Oracle Asset records to Zoho Desk Products with a custom Asset mapping field set and entitlement data stored as custom fields. Serial number, product reference, contract status, and associated contact migrate as typed fields. The customer may alternatively use Zoho Inventory if a full asset tracking module is required.

Oracle Tasks map to Zoho Desk Tasks. Both platforms support internal action items that can be tied to a parent Incident/Ticket or stand alone. We preserve assignee, due date, priority, status, and any task notes. Task ownership resolves via email match against the Zoho Desk Agent list created from Oracle Staff records.

Oracle Staff records (Agents, Roles, and Group Assignments) map to Zoho Desk Agents with Role and Department assignments. Oracle's Role permissions matrix is documented as a Zoho Desk Role configuration handoff. Oracle Agent Group assignments map to Zoho Desk Teams or Departments. Any Oracle Staff without a Zoho Desk agent account goes to a reconciliation queue for the customer's admin to provision before record import.

Oracle custom objects created in Object Designer map to Zoho Desk custom fields (if extending a standard object) or to Zoho Desk Functions (if standalone or child object with complex relationships). Not all Oracle custom objects are exposed in the REST API; if a custom object is REST-hidden, Oracle Consulting scope is required for extraction. We pre-create the Zoho Desk schema including all custom fields, field types, picklist values, and lookup relationships before any data import. The customer chooses between custom fields and Functions module during scoping.

Oracle Incident attachments and inline images migrate to Zoho Desk Ticket attachments. Knowledge Base attachments migrate as Zoho Desk Article attachments. Files are uploaded to Zoho Desk via the Files API, linked to the parent record (Ticket, Contact, Account, or Article) via ContentURL. We preserve original filenames and MIME types. Files over the Zoho Desk API upload limit are chunked and reassembled before linking.

Oracle Opportunities (if present in the source configuration) map to Zoho Desk Deals. Standard fields for revenue, stage, owner, and close date migrate directly. Oracle Opportunity custom fields map to Zoho Deal custom fields. Zoho Desk Deals are available on Standard and higher plans. We confirm the customer's Zoho Desk plan tier during scoping to ensure Deal module access.

Oracle Incident Thread entries (message body, author type, timestamp, message direction) map to Zoho Desk Ticket Conversations ordered chronologically. Oracle disposition codes migrate as Zoho Desk tags on the Ticket for filtering and reporting. Thread message direction (customer vs agent) is preserved in a custom conversation attribute.

Oracle Custom Process Scripts are server-side event handlers tied to CRUD operations on Incidents, Contacts, and other objects. They have no direct equivalent in Zoho Desk Blueprint, which is a visual ticket process automation tool. We document every active Custom Process Script (trigger object, event type, conditions, actions) as a written configuration handoff. The customer's admin rebuilds them in Zoho Desk Blueprint post-migration.