Migrate from Rezolve.ai to Zoho Desk

Rezolve.ai Tickets map to Zoho Desk Tickets. We extract tickets via admin export and Teams conversation log parsing, normalizing Rezolve.ai ticket status (Open, In Progress, Resolved, Closed) to Zoho Desk status values. Priority, assignee (resolved via agent email match), and category fields map directly. Original ticket creation timestamps transfer as-is, noting that Zoho Desk's Zwitch tool resets created_at to migration date — we bypass Zwitch and use direct API insert to preserve original timestamps. AI-resolution flags (whether a ticket was auto-resolved by Rezolve.ai) do not have a Zoho Desk equivalent and are stored in a custom field ai_auto_resolved__c for reporting.

Rezolve.ai conversation threads attached to tickets migrate as Zoho Desk Comments (agent replies and internal notes) and Threads (customer-facing message sequence). We parse Teams conversation export format, extract message author (employee vs agent), timestamp, and message body, and map agent messages to Comments and employee messages to Threads. Attachments within threads migrate as Zoho Desk ticket attachments linked to the corresponding comment or thread entry. Teams-specific formatting (message reactions, threaded replies depth) does not transfer.

Rezolve.ai user records (employees who submit tickets) map to Zoho Desk Contacts. We extract email, full name, department, and manager fields and insert into Zoho Desk's Contacts module. User status (active, inactive) maps to Zoho Desk's Contact active flag. If the destination also uses Zoho CRM, Contacts sync natively to CRM Contacts; if not, they remain as Zoho Desk-only Contacts.

Rezolve.ai Agent records map directly to Zoho Desk Agents. Agent profile fields (name, email, role) transfer, and role assignments (Agent, Team Lead, Admin) map to Zoho Desk's Agent role hierarchy. Agent workload data (open ticket count, SLA status) does not have a persistent Zoho Desk equivalent and is not migrated — it resets when agents begin working in Zoho Desk. Agent provision requires active Zoho Desk login credentials, so we reconcile agent email addresses against the destination Zoho Desk tenant during pre-migration validation.

Rezolve.ai Teams (routing groups and service desk squads) map to Zoho Desk Departments. Team membership (agents assigned to each team) migrates by updating each agent's Department association in Zoho Desk. Rezolve.ai routing rules (which team receives which ticket category) do not transfer as routing logic and are instead documented as a Configuration Requirements section in the workflow inventory, where they map to Zoho Desk Department-based ticket routing and SLAs.

Rezolve.ai Knowledge Articles migrate to Zoho Desk Knowledge Base articles. We export article content (title, body HTML, category, status), map Rezolve.ai categories to Zoho Desk categories and sections, and preserve publication status. Rezolve.ai's AI-resolution metadata — confidence thresholds, linked Knowledge Skills, auto-resolution rules — is Rezolve.ai-specific and has no Zoho Desk equivalent. We export the raw article data and document the AI resolution intent (which article was linked to which skill) as a configuration note that maps to Zoho Desk's Zia KB Suggestions feature or manual macro associations on the destination side.

Rezolve.ai Knowledge Skills and Task Skills are AI-powered automation units that do not have direct Zoho Desk counterparts. We inventory every Rezolve.ai Skill during scoping, document its trigger condition (which ticket query or keyword activates the skill), the AI resolution action it performs, and the confidence threshold. This inventory is delivered as a Skills-to-Macros mapping document where each Rezolve.ai Skill maps to one or more Zoho Desk Macros (action sequences) and optionally to Zia AI routing rules. The customer's admin uses this document to reconstruct AI-resolution logic in Zoho Desk's macro builder or Zia configuration.

Rezolve.ai workflows define automation sequences for ticket routing, approvals, and escalations using proprietary AI logic that does not export in standard formats. We do not migrate workflows as automation code. We document every Rezolve.ai workflow trigger, condition branch, and resulting action as a Workflow Inventory spreadsheet. Each Rezolve.ai workflow maps to a combination of Zoho Desk Blueprint (for stage-gated approval sequences) and Macros (for automated actions on ticket events). The customer's admin uses the inventory to rebuild workflow logic in Zoho Desk's Blueprint editor or Macro builder.

Custom fields on Rezolve.ai Tickets (such as IT Asset Tag, Request Type, Cost Center, or HR Leave Category) migrate as Zoho Desk Ticket custom fields. We export field names, data types, and values, then pre-create matching custom fields in Zoho Desk before ticket migration begins. Picklist values, formula fields, and cross-object references that depend on Rezolve.ai-specific picklists or functions are flagged as configuration requirements and require manual setup in Zoho Desk's field configuration. Custom field dependencies on Rezolve.ai Skill IDs are documented in the Skills inventory rather than migrated.

File attachments on Rezolve.ai tickets, knowledge articles, and conversation threads migrate as Zoho Desk attachments linked to the corresponding record. We extract file binary data and names from Rezolve.ai exports, upload to Zoho Desk during the appropriate migration phase, and link to the target record ID. Knowledge base attachments are a known gap — Zoho Desk's Zwitch tool does not migrate KB attachments, and we handle this by attaching KB-related files directly to the knowledge article record via the Zoho Desk API rather than via Zwitch. File metadata (original upload date, upload author) does not transfer.

Rezolve.ai built-in reports for resolution rates, ticket volumes, and CSAT migrate selectively as report definition documentation. We extract report metric definitions, filter criteria, and date ranges and document them as a Report Migration Guide. Complex Rezolve.ai reports with AI-driven insights (auto-resolution trends, skill performance) cannot be rebuilt automatically in Zoho Desk and are documented with recommended Zoho Desk report equivalents (Ticket Volume by Status, Average Resolution Time, Agent Performance). The customer's admin creates Zoho Desk reports using the guide during post-migration configuration.

Tenant-level Rezolve.ai settings — branding (logo, color scheme), notification rules, SLA configurations, escalation policies, and Teams notification preferences — migrate as a Settings Migration Checklist. We document each setting's current value and recommended Zoho Desk equivalent location (Setup > Channels, Setup > SLAs, Setup > Workflows). SLA thresholds (First Response Time, Resolution Time) map to Zoho Desk SLA rules. Notification rules for Teams alerts do not have a Zoho Desk equivalent since Zoho Desk does not use Teams as its primary notification hub.