Migrate from Re:amaze to Zoho Desk

Re:amaze Conversations map to Zoho Desk Tickets. The conversation subject maps to Ticket Subject, the category maps to Department, assignee maps to Agent, and status (open, resolved, snoozed) maps to Status values we configure in Zoho Desk. The full message thread migrates as Ticket Comments and Ticket Threads, with each message body, author email, author type (agent or contact), timestamp, and attachment metadata preserved. We resolve the Re:amaze contact by email lookup against the imported Contact records to link the ticket's Requester field.

Re:amaze contacts map directly to Zoho Desk Contacts. Email is the dedupe key. Name, email, phone, company (if present), and all computed attributes (browser, location, last seen) migrate as standard and custom fields. We pull contacts first in every migration pass so that ticket imports can resolve the Requester lookup without orphaning records.

Re:amaze has no Custom Field definition API; we discover fields by sampling 50-100 contact records and extracting all non-standard keys. Discovered fields (text, dropdown, checkbox, phone, date, hidden) are typed from their values. Zoho Desk custom fields are scoped to departments and must be pre-created before import, so we create the matching fields in the target department via the Zoho Desk API during schema setup. Fields with null values across the sample are still included and mapped explicitly with null-safe handling during import.

Re:amaze conversation tags are flat string labels created by admins and applied by agents. Tags migrate as a comma-separated Tags field on the Zoho Desk Ticket, preserving the original tag names exactly. There is no tag hierarchy in Re:amaze and none expected in Zoho Desk for this migration profile.

Re:amaze Quick Answers are canned response templates with a title, content body (HTML-formatted), category group, and optional shortcode. They map to Zoho Desk Article Templates within the Help Desk section. Category groups from Re:amaze become template categories in Zoho Desk. We preserve HTML formatting in the template content. Shortcodes are noted in a custom field on the template for admin reference during the transition period.

Re:amaze KB articles with title, content, category, and publish status migrate to Zoho Desk Help Desk Articles. Article categories map to Zoho Desk categories. Publish status is preserved so that draft articles remain unpublished. Zoho Desk's native Zwitch does not migrate KB attachments; we handle these as separate file upload passes via the Zoho Desk API after the article body is written, preserving original file names and linking them to the correct article ID.

Re:amaze multibrand accounts use separate subdomains per brand, each with its own contacts, conversations, and inboxes. Zoho Desk uses departments as organizational units within a single portal. We map each Re:amaze brand to a Zoho Desk department, pre-configuring the department's name, email routing, and SLA policies during schema setup. Agents are assigned to departments at import time based on which Re:amaze brand they belong to.

Re:amaze agents (name, email, role, avatar, availability status) map to Zoho Desk Agents. We match by email address against the Zoho Desk agent table. Role (admin, agent) maps to the Zoho Desk agent profile. Any Re:amaze agent without a matching Zoho Desk user is placed in a reconciliation queue for the customer to provision before ticket import begins.

Conversation message attachments and contact profile attachments migrate with the parent record. We download Re:amaze-hosted attachments (including those behind signed URLs on Re:amaze's CDN) to local storage, then upload to Zoho Desk via the attachments API linked to the correct Ticket ID. Inline images within message bodies are extracted, re-hosted on Zoho Desk's file storage, and the image URL is updated in the message body content. Zoho Desk's native Zwitch does not handle inline images; our API-based approach preserves them.

Re:amaze internal notes on conversations migrate as Ticket Comments in Zoho Desk. We flag these in the migration by setting a custom Comment Type field to 'Internal Note' so the customer's team can visually distinguish them from customer-facing replies. Note body, author, and timestamp migrate directly.

Re:amaze integrations with Shopify, BigCommerce, Magento, and other e-commerce platforms are configured in-app and store connection state server-side. Integration credentials, webhook URLs, and OAuth tokens cannot be extracted and transferred. We document every active Re:amaze integration as part of the migration scope deliverable so the customer knows which integrations must be reconfigured manually in Zoho Desk or via Zoho's own connector marketplace.

Re:amaze conversation categories (e.g., Billing, Shipping, Technical, General) map to Zoho Desk ticket fields. We pre-configure picklist fields on the Ticket module in Zoho Desk matching the Re:amaze category names, allowing agents to maintain the same categorization workflow after migration. The customer selects which fields become picklists versus free-text during scoping.