Migrate from Servicely to Zoho Desk

Servicely Tickets map directly to Zoho Desk Tickets using ticket ID as AccountExtId, ticket subject as Subject, description as Description, priority as Priority, and status as Status. Servicely's status values (open, in_progress, pending, resolved, closed) map to Zoho Desk's Open, On Hold, Pending, Resolved, Closed. Custom ticket fields enumerated during the mandatory discovery call map to Zoho Desk custom fields in the ticket layout. Historical created_at and modified_at timestamps migrate as-is where Zoho Desk's API supports past-date import.

Servicely Customer records map to Zoho Desk Contact. First Name, Last Name, email, phone, and mobile migrate as standard Contact fields. Custom customer properties discovered during the schema call map to Zoho Desk Contact custom fields. Servicely customer portal association migrates to Zoho Desk Contact's Primary Customer field if multi-customer contacts are in use.

Servicely Companies map to Zoho Desk Accounts. Account name, phone, email, website, industry, and address fields migrate as standard Account fields. Custom company properties enumerated during the discovery call map to Zoho Desk Account custom fields. Account is created before Contact import to satisfy the AccountId lookup relationship in Zoho Desk's required import order.

Servicely Agent records map to Zoho Desk Agent. Email address is the required mapping field in Zoho Desk's Agents_XX.csv format, and email match is used as the dedupe key. If an agent with the given email already exists in Zoho Desk, the system maps to the existing user. Role and department assignments from Servicely map to Zoho Desk Agent role and department, but permission set parity requires manual verification by the customer's admin post-migration because Zoho Desk's role model differs from Servicely's.

Servicely SLA configurations (response time and resolution time targets by priority) map to Zoho Desk SLA policies. SLA name and target hours migrate, but SLA enforcement logic and scheduling engine configuration must be rebuilt in Zoho Desk's SLA Policy editor. The mapping preserves the SLA-to-priority association so the customer can reassign SLA policies to the correct ticket categories post-import.

Servicely Service Catalog items define requestable services with variable fields and approval chains. Zoho Desk does not have a native Service Catalog equivalent. We map catalog items to Zoho Desk Products if they represent billable or product-linked services, or to Blueprint stages with a custom field capturing the original catalog item name. Approval routing logic documented separately for manual rebuild in Zoho Desk Blueprint.

Servicely stores workflow trees as JSON with activity node types: comment, user action, approval, complete, scriptable, scriptable async, timer, if/else. Zoho Desk Blueprint uses stages with milestones and conditions. We extract the workflow JSON, identify each node type, and produce a written Blueprint translation document. Scriptable and scriptable async nodes have no Zoho Desk Blueprint equivalent and are flagged as manual rebuild items. Timer nodes map to Zoho Desk SLA policy milestones where applicable.

Servicely KB articles (title, body HTML, category, tags) map to Zoho Desk Knowledge Base articles. Article body HTML migrates with formatting preserved. Categories map to Zoho Desk article categories. Tags migrate as article tags. Note: Zoho Desk's Zwitch tool explicitly excludes Knowledge Base attachments during migration; we handle KB attachment re-upload as a separate step using the Zoho Desk API, downloading from the source URL and uploading to the destination article.

File attachments on tickets and Knowledge Base articles migrate with original filenames and MIME types. We download from the source attachment URL or blob storage and re-upload to Zoho Desk's attachment API endpoint. Zoho Desk's API supports attachment upload via multipart/form-data with a maximum file size per the destination plan tier. We flag any attachments exceeding the destination tier limit during the pre-migration scan.

Servicely ticket comments and internal notes map to Zoho Desk Ticket Threads. Each comment migrates with author (agent or contact), body content, and timestamp. The Zoho Desk import schema uses Threads_XX.csv with thread type (comment, public_reply, private_note) mapped from Servicely's comment visibility setting. Comment author resolution uses email match against the Zoho Desk Agent and Contact tables.

Tags applied to tickets and Knowledge Base articles migrate as Zoho Desk tags. Tags stored as multi-select arrays in Servicely custom fields map to Zoho Desk multi-select picklist fields on the ticket layout. No value transformation is required.

Servicely's embedded GenAI appends resolution notes and suggested fixes to tickets as ticket comments or custom note fields depending on the customer's AI configuration. We detect the presence of AI-generated content during the discovery scan, preserve it as a formatted comment block in Zoho Desk with an [AI-Generated] prefix tag, and flag whether the destination Zoho Desk plan includes Zia AI features that could receive this content natively.