Migrate from Pylon to Zoho Desk

Pylon Issues map to Zoho Desk Tickets. We preserve the full thread history by mapping external comments to Ticket Comments (public) and internal notes to Ticket Threads marked as internal. Pylon Issue status (open, pending, resolved, closed) maps to Zoho Desk Ticket Status values. The created time, response time, and resolution time timestamps migrate as Ticket fields. Priority and issue type migrate as typed picklist fields. We resolve assignee references by matching Pylon agent email addresses to Zoho Desk Agent records.

Pylon Accounts map directly to Zoho Desk Accounts. Account-level custom fields migrate to Zoho Desk Account custom fields. We resolve the department assignment for Account-level data visibility controls. Pylon Account Intelligence associations (linked Tasks, Projects, Activities) are mapped as related Zoho Desk Activities linked via the Account lookup.

Pylon Contacts map to Zoho Desk Contacts. Email address serves as the dedupe key. Contact-level custom fields migrate to Zoho Desk Contact custom fields. We resolve the Account lookup by matching the Contact's parent Account in Pylon to the corresponding Zoho Desk Account. Phone, title, and social profile fields migrate as typed fields where present in Pylon.

Pylon Teams map to Zoho Desk Departments. Team membership and routing assignments migrate as Department membership. Where Pylon routing rules are encoded as conditions (not static assignments), we represent those conditions in a routing logic document for the customer's admin to configure in Zoho Desk's Department routing settings post-migration.

Pylon Users map to Zoho Desk Agents. We resolve by email match. Agent-level permissions (admin, agent, supervisor) map to Zoho Desk Role assignments. Any Pylon User without a matching Zoho Desk Agent goes to a reconciliation queue for the customer's admin to provision before record import resumes. Inactive Pylon users migrate as inactive Zoho Desk agents with their historical assignments preserved.

Pylon custom fields on Issues require pre-creation in Zoho Desk before migration runs. We generate a schema diff that lists each Pylon custom field name, data type, and the equivalent Zoho Desk field type (text, number, picklist, date, checkbox, multi-select). Fields are created per department scope in Zoho Desk, so multi-department Zoho Desk orgs require department-level field creation. We do not create fields; we deliver the spec and instructions.

Pylon custom fields on Accounts require pre-creation in Zoho Desk Account module. Same schema-diff approach as Issue custom fields: we list each Pylon field name, type, and Zoho Desk equivalent. Department-scoped visibility in Zoho Desk requires mapping which departments need access to which custom fields.

Pylon Knowledge Base Articles map to Zoho Desk Articles. Article content migrates as structured HTML blocks with author and created timestamp preserved. Article-to-collection assignments migrate as section assignments in Zoho Desk. We apply HTML sanitization to remove Pylon-specific styling and preserve inline links and images as Zoho-compatible markup. Article publish status migrates as Article status (published, draft, archived).

Pylon Collections (top-level categories) map to Zoho Desk Sections. Sub-collections map to Zoho Desk Sub-sections, preserving the full hierarchical nesting. Collection permissions and access controls migrate where Zoho Desk supports equivalent section-level visibility. We document the full collection tree from Pylon and recreate it as a section tree in Zoho Desk, which becomes the navigation structure for customers accessing the Knowledge Base portal.

Pylon Tasks from the Account Intelligence layer map to Zoho Desk Tasks. Task title, description, due date, status, and assignee migrate as typed fields. Task-to-Account association migrates as a Zoho Desk Activity linked to the corresponding Account. Tasks with no parent Account are flagged for the customer's admin to assign during post-migration review.

Pylon Projects from the Account Intelligence layer do not have a direct Zoho Desk equivalent. We migrate Projects as structured records linked to the parent Account, using Zoho Desk's custom fields to carry Project name, description, status, and timeline dates. If the customer licenses Zoho Projects separately, we map Projects to Zoho Projects records and link them via Zoho's cross-application integration. The mapping approach is confirmed during discovery.

Pylon Activities from the Account Intelligence layer map to Zoho Desk Activities. Activity type (call, email, meeting, note), timestamp, actor, and description migrate as typed fields. Activity-to-Account and Activity-to-Contact associations migrate as Zoho Desk Activity lookups. Activity records that reference a Pylon Issue are linked to the migrated Zoho Desk Ticket.

Pylon Notebooks (Account Intelligence) are structured customer health and account context records without a direct Zoho Desk equivalent. We migrate Notebook content as a long-text custom field on the Zoho Desk Account record or as structured note records linked to the Account, preserving the original Notebook title, body, and author. The customer confirms the preferred storage approach during discovery.

Pylon Feature Requests map to a Zoho Desk custom object (if the customer creates one) or to Ticket tags for tracking. We preserve the original requester name, vote count, status, and description as fields on the custom object or as structured tag data. Zoho Desk does not have a native feature request voting board; the customer decides whether to create a dedicated custom object or use tags for categorization.