Migrate from ProProfs Help Desk to Zoho Desk

ProProfs tickets map directly to Zoho Desk tickets. The ticket lifecycle (open, pending, resolved, closed, on_hold) maps to Zoho Desk status values (open, pending, on hold, solved, closed) on a per-department basis. Priority and assignee transfer as typed fields. We preserve the original ticket number in a custom field pp_original_ticket_number__c for audit and cross-reference. Note: Zoho Desk's native import tools do not preserve original ticket creation timestamps; they set created_at to the import date. We use the Zoho Desk REST API to set ticket createdTime to the original ProProfs created_at value after bulk import.

ProProfs customer records (name, email, phone, address, company association) map to Zoho Desk Contact. The customer's ProProfs email address is the dedupe key; if a Contact with that email already exists in the destination Zoho Desk portal, we link to the existing record. ProProfs customer fields that have no Zoho Desk equivalent are stored in custom Contact fields, which we provision per-department before import.

ProProfs company records map to Zoho Desk Account. Account is created before any Contact import so that the AccountId lookup relationship is satisfied at the moment of Contact insert. Company phone, website, industry, and address fields map directly; description maps to Account Notes. Multi-site or subsidiary structures in ProProfs become multiple Account records with the same parent Account reference if the destination Zoho Desk org supports account hierarchy.

ProProfs ticket conversations (agent-to-customer threads with public replies and private agent notes) map to Zoho Desk threads and comments. Public customer replies and agent responses become Zoho Desk thread entries with the same sender type and timestamp. Private agent notes migrate as internal comments in Zoho Desk (visible to agents only). The original message direction (customer-initiated vs agent-initiated) is preserved in a custom field.

ProProfs agent profiles (name, email, role: admin or agent) map to Zoho Desk agent records. We match by email against existing Zoho Desk users; unmatched agents go to a reconciliation queue for the customer's admin to provision. ProProfs admin maps to Zoho Desk Support Admin profile; ProProfs agent maps to Agent profile. Team groupings in ProProfs map to Zoho Desk department assignments, which we configure as the first migration step because department determines custom field scoping.

ProProfs ticket labels migrate as tags on Zoho Desk tickets. All label-to-ticket associations transfer. If the same label appears across multiple ticket types (e.g., both Incident and Request), we preserve the full association set in Zoho Desk. Tag names are normalized (trimmed, lowercased for deduplication) before import.

Ticket attachments and inline images migrate via direct URL fetch from ProProfs export URLs where accessible. Knowledge base article attachments also migrate via URL fetch. Note: Zoho Desk's native Zwitch tool does not migrate knowledge base attachments; we bridge this gap through API-level file transfer. Inline images within ticket body content are extracted and reattached to the relevant thread entry in Zoho Desk. We flag any attachment URLs that return 403 or expire during the migration window for customer review.

ProProfs seven custom field types map to Zoho Desk equivalent types (string for text, integer/decimal for number, picklist for dropdown, date for date, checkbox for checkbox, multi-select picklist for multi-select, user lookup for user reference). Zoho Desk custom fields are scoped per department; we provision destination custom fields in the relevant department before record import. Multi-select values stored as comma-separated strings in ProProfs are split into individual values before inserting into Zoho multi-select picklists. User reference fields in ProProfs resolve to the corresponding Zoho Desk agent by email lookup.

ProProfs knowledge base articles export as JSON or XML per page (not as the PDF bulk export). We extract article title, content body (HTML), category assignments, author, creation date, and modification date from JSON. Articles are imported into Zoho Desk Knowledge Base with the same category hierarchy and publish status. We preserve the original article URL in a custom field for SEO redirect mapping. Note: original article creation timestamps do not transfer via Zoho Desk's native import; we set them via API after bulk import.

ProProfs canned responses have no export API. We capture a full written inventory of every canned response during the scoping call (title, trigger, content, placement) and deliver it as a structured document so the customer's Zoho Desk admin can recreate them as macros. This is an explicit manual rebuild step documented in the migration plan and is not included in migration pricing.

ProProfs automation rules (ticket routing, auto-assignment, status triggers) are stored server-side with no documented export endpoint. We document every rule by name, trigger condition, and action as a written specification for the customer to rebuild in Zoho Desk's Blueprint or workflow engine. SLA policies similarly have no export and are documented with threshold values (first response, next response, resolution by priority) for manual reconfiguration in Zoho Desk's SLA module.

ProProfs survey settings (survey type, questions, response scale) migrate as configuration records where accessible via export. Individual survey response data is limited to aggregate reporting; raw response records are extracted as a data file for the customer to import into Zoho Desk surveys or a separate analytics tool. We flag survey response data volume explicitly during scoping to determine whether it fits within migration scope or requires a separate data extract.