Migrate from Pega Customer Service to Zoho Desk

Pega Cases map directly to Zoho Desk Tickets. We extract case ID, subject, description, status, priority, origin channel (email, phone, chat, social), created timestamp, last modified timestamp, and resolved timestamp. Pega case ID is preserved as an external reference field (CaseRef__c) for audit trails. Active SLA timers are flagged during scoping so that cases with breached or near-breach SLAs are flagged with a priority note in Zoho Desk before import completes.

Pega Contact records map to Zoho Desk Contacts. Standard properties (first name, last name, email, phone, mobile, address) migrate directly. Custom Contact properties require pre-creation of corresponding Zoho Desk custom fields before import, as Zoho's CSV import format requires the destination field to exist first. We generate the field creation order during scoping and provide a Zoho Desk field creation script alongside the migration package.

Pega Organization records (the company or account associated with a case) map to Zoho Desk Accounts. Organization name becomes Account Name, and any Organization-level custom fields map to Zoho Account custom fields. The Account must be created before any Contact that references it so that the Account-Contact lookup is satisfied at import time.

Pega Workgroups define agent team structures and queue ownership. Workgroups do not map 1:1 to Zoho Desk Departments because Zoho's department model is tied to its organizational hierarchy rather than routing queues. We map Workgroup names to Zoho Desk Departments and configure department-level routing rules separately from the data migration. The Workgroup-to-Agent membership list is exported separately and used to assign agents to their corresponding Zoho Department during the user import phase.

Pega Agent records carry role, skill ratings, and authorization data. We export agent profiles including email, name, role, and skill assignments. Zoho Desk agents are provisioned by email match. Any Pega agent without a matching Zoho Desk user goes to a reconciliation queue. Skill ratings from Pega do not map to a native Zoho field and are preserved as a custom multi-select picklist agent_skills__c for reference.

Pega SLA rules define first response and resolution thresholds attached to Case Types. We export SLA thresholds (first response time, next response time, resolution time), escalation triggers, and business hours configuration as structured metadata. In Zoho Desk, Service Level rules are scoped to departments and ticket types. We translate the Pega SLA metadata into Zoho Service Level configurations and document any rounding differences (Pega uses millisecond precision; Zoho uses minute precision).

Pega Case Types define the workflow, stages, and assignment logic for a category of cases. We export Case Type names and stage definitions. In Zoho Desk, Ticket Types (Support, Question, Bug, Feature Request, etc.) serve a similar categorization purpose. We map Case Type to Ticket Type by name match, with unmatched types flagged for the admin to create in Zoho before migration.

Pega Knowledge articles contain searchable help content and guided responses. We export article text, title, category, author, status, and created or modified timestamps. HTML-formatted article content is cleaned of Pega-specific markup before insertion into Zoho's Knowledge Base. Note: Zoho's Zwitch explicitly excludes Knowledge Base attachments from migration. We handle article attachment migration as a separate step using Zoho Desk's API with a custom download-and-upload pipeline.

File attachments linked to Pega Cases are downloaded by reference and associated with the corresponding Zoho Desk Ticket. Large attachments (over 20 MB) require chunked download and upload. Knowledge Base attachments are migrated separately because Zoho's Zwitch excludes them from the standard migration flow. We provide a separate attachment manifest and bulk-upload script for KB media files.

Pega custom fields on Cases are exported as additional columns in the case export. Zoho Desk requires custom fields to exist before CSV import references them. We generate a Zoho Desk field creation script during scoping that provisions all required custom fields (with appropriate data types: text, number, date, picklist, multi-select) before the migration data file is delivered. Custom field data types are matched: Pega picklist maps to Zoho picklist, Pega date maps to Zoho date, Pega integer maps to Zoho number.

Pega Microjourneys define multi-step customer service process templates with branching logic. We export the journey configuration as structured metadata in a JSON manifest. Complex branching logic in Microjourneys requires manual reconstruction in Zoho Desk Blueprint because the Pega rule expression syntax does not map directly to Zoho's condition builder. We deliver a Blueprint reconstruction guide that maps each Pega stage and transition to a Zoho Blueprint step and transition.

Pega chat, email, and phone interaction transcripts are stored as part of the case history. We export transcript text, channel metadata, timestamp, and participant information. In Zoho Desk, these map to Ticket Threads organized by channel type. Thread ordering is preserved by setting the thread timestamp to the original Pega interaction timestamp. The original channel identifier is preserved in a custom field for reporting.

Pega routing rules assign cases to Workgroups or agents based on skills, availability, and priority. These are rule-based configurations stored in the Rules Repository, not attribute data. We export routing rule logic as a structured manifest and deliver a Zoho Desk Assignment Rule reconstruction guide that maps Pega skill conditions to Zoho agent skills and Workgroup conditions to Zoho Department conditions.

Pega Cases may contain related Tasks as sub-items. We export task subject, description, status, assigned user, due date, and creation timestamp. Tasks migrate to Zoho Desk Tasks linked to the parent Ticket. Task ordering within the ticket is preserved by creation timestamp.