Migrate from Sagicc to Zoho Desk

Sagicc Cases map directly to Zoho Desk Tickets. The case identifier, status, priority, channel source, assigned agent, team, and all standard and custom properties transfer. We resolve the agent-to-user mapping by email match against Zoho Desk Agents before insert. The primary channel (WhatsApp, chat, email, SMS, Facebook, Instagram, Telegram) populates the Zoho Desk channel field. Note that SLA assignments in Sagicc are team or channel-scoped; in Zoho Desk, SLA policies attach to Departments, so we create the department structure first and attach the migrated SLA rules to the corresponding department.

Sagicc Contact records map to Zoho Desk Contacts. Full name, email, phone, mobile, and any document/ID fields migrate directly. Custom fields on Sagicc Contacts map to Zoho Desk custom fields, which must be pre-created within each Department in Zoho Desk because custom fields are department-scoped. Contact-to-Account linking requires the Account mapping to complete first because Zoho Desk Contacts have a required or optional AccountId reference.

Sagicc Conversations (message threads across all channels within a case) map to Zoho Desk Threads. Each message within a conversation becomes a Thread entry with the author (agent or contact), timestamp, channel, and message body. Thread direction (inbound from customer versus outbound from agent) requires a post-import workaround: Zoho Desk's native thread model does not distinguish direction in the same way Sagicc does, so we store the original direction in a custom field thread_direction__c on the Thread for reporting purposes. Attachments within conversations transfer as Zoho Desk file attachments linked to the Thread.

Sagicc Agents map to Zoho Desk Agents by email match. We extract agent profiles including name, role, team assignment, and active/inactive status. Zoho Desk requires agents to exist in the system before tickets referencing them can be imported, so we run agent mapping as the second phase after department creation. Any Sagicc Agent without a matching Zoho Desk User email is placed in a reconciliation queue for the customer's admin to provision. Role mapping (Sagicc role to Zoho Desk permission profile) is documented in the mapping spec.

Sagicc Teams map to Zoho Desk Teams, which live within Departments. We create the equivalent Department first (or use an existing Default Department), then create Teams under that Department matching Sagicc's team structure. Agent-to-team assignments migrate as Zoho Desk Team membership records. Note that Sagicc's flat team hierarchy may need flattening into a single Default Department if the customer's Zoho Desk plan does not include multi-department support (multi-department is available on Standard and above; Free and Express have department limitations).

Sagicc KB articles map to Zoho Desk Knowledge Base articles within the designated department. Article content, categories, and internal/external visibility status migrate. Formatting (HTML or Markdown) transfers as-is; media assets (images, embedded files) migrate as attachments and must be re-linked in the article body if URLs are hardcoded. Approval workflows on KB articles do not migrate and are documented for manual rebuild in Zoho Desk's KB approval process.

Sagicc SLA rules (first response time, resolution time, business hours, and team or channel assignment) map to Zoho Desk SLA Policies attached to Departments. The SLA definitions export from Sagicc and are recreated in Zoho Desk's SLA configuration UI. Note that Sagicc supports different SLA targets per team or channel; Zoho Desk attaches SLAs at the department level, so if the customer's Sagicc SLA matrix is channel-specific rather than team-specific, we consolidate to the nearest department-level policy and document the delta.

Tags applied to Cases in Sagicc map to Zoho Desk Tags. We preserve tag names and case associations. Zoho Desk tags are global across tickets within a portal, so no department scoping is required. The tag taxonomy transfers as-is; if the customer uses a structured tagging convention (prefixes, categories), we recommend a Zoho Desk tag group strategy post-migration.

Sagicc custom fields on Cases and Contacts (string, integer, decimal, checkbox, dropdown) map to Zoho Desk custom fields of equivalent data type. Critical constraint: Zoho Desk custom fields are department-specific. We pre-create all required custom fields within the target Department before any record import. If Sagicc custom fields are global across teams, we recreate them in the primary migration Department and document any department-specific field gaps for the customer's admin to address.

File attachments within Cases, Conversations, and Knowledge Base articles migrate as Zoho Desk file attachments. We transfer binary files and maintain the parent record association (Ticket, Thread, or KB Article). Large attachments (over 25 MB per Zoho API limit) are flagged for alternative handling (external storage link or split). KB article inline images are flagged separately because they may reference Sagicc-hosted URLs that will become inaccessible after account closure.

Sagicc Block List entries (contacts, accounts, or domains suppressed from interaction) have no direct Zoho Desk equivalent feature. We export the full Block List and deliver it as a CSV with contact email, account name, and domain. The customer's Zoho Desk admin can use this as a suppression reference for manual contact archiving, a custom suppression field, or a workaround via Zoho Desk's spam rules. This is a manual-process gap that must be acknowledged before migration.

Sagicc channel configurations (WhatsApp Business API, web chat, cloud telephony, email, Facebook, Instagram, SMS, Telegram) represent communication sources. Channel metadata migrates to Zoho Desk's channel setup documentation. WhatsApp Business API credentials are Sagicc-specific and tied to Sagicc's Meta Business account registration; they cannot be transferred. We document the active channel configuration for the customer's admin to re-configure under their own Meta Business account in Zoho Desk.