Migrate from Servicetonic Helpdesk Tool to Zoho Desk

Servicetonic Incidents map to Zoho Desk Tickets with Type set to Incident. Incident status, priority, category, and description transfer directly. Linked Configuration Items resolve to Zoho Desk Asset records via the CI-to-Asset mapping and are attached via the ticket's Related Assets panel. Resolution notes migrate as private comments or public thread entries depending on the Servicetonic visibility setting.

Servicetonic Service Requests map to Zoho Desk Tickets with Type set to Request. Request type, fulfillment steps, approval status, and requester association transfer. Requests linked to Servicetonic Catalog Items map to Zoho Desk Products or Custom Modules (see Catalog mapping). Approval workflow steps are flagged as non-migratable; we deliver a step-by-step approval chain inventory for the customer's admin to rebuild in Zoho Desk Workflow Rules.

Servicetonic KB Articles migrate to Zoho Desk Help Center Articles. Title, body content (with internal linking preserved as-is), attachments, visibility flags, and category assignment transfer. Category hierarchy maps to Zoho Desk category and subcategory structure. Articles flagged as draft or internal-only in Servicetonic are created as draft articles in Zoho Desk for the customer's admin to review before publishing.

Servicetonic Catalog Item metadata (name, description, fulfillment process, associated forms) migrates to Zoho Desk Product records for tangible offerings or to a Custom Module for service-type catalog entries. We recommend Custom Module during scoping if the catalog contains primarily service offerings rather than product SKUs. The associated request fulfillment workflow is flagged for manual rebuild in Zoho Desk Workflow Rules.

Servicetonic requester profiles (name, email, organization, location, contact preferences) map to Zoho Desk Contacts. Email address is the dedupe key. Organizational affiliation maps to the Contact's Account lookup if Zoho Desk Accounts module is enabled; otherwise it stores as a text field. Contact preferences migrate as a custom multi-select field for admin review.

Servicetonic Agent records map to Zoho Desk Agents. Agent identity, team assignment, and role transfer. Permission level mapping depends on Zoho Desk plan: Standard tier supports basic agent roles; Professional and Enterprise add department-level and profile-based permissions. We map Servicetonic role names to the closest Zoho Desk permission profile and flag any role that requires a higher-tier Zoho Desk plan.

Servicetonic Configuration Items migrate to Zoho Desk Assets. CI type, name, location, serial number, and purchase information transfer. Servicetonic CI-to-CI relationships (dependency chains, dependency maps) migrate as notes on the primary Asset record since Zoho Desk Assets do not have a native relationship graph feature; complex CI relationships require a custom module or an AppExchange asset management integration post-migration.

Servicetonic SLA definitions (response and resolution targets tied to priority, request type, and time plans) migrate as Zoho Desk SLA Plans. We preserve the metric and threshold values. Servicetonic business-hour calendars and time-zone rules per team or contract require manual mapping to Zoho Desk SLA Plan schedules because Zoho Desk uses weekday-only or 24x7 schedules rather than contract-specific calendars. Every non-standard calendar is flagged for customer approval before import.

Servicetonic ticket conversation threads migrate to Zoho Desk Comments. Public versus private comment visibility maps from Servicetonic's internal/external flag. Attachments on comments migrate as Zoho Desk comment attachments. Email thread splitting behavior is preserved so that the conversation timeline in Zoho Desk mirrors the original thread order.

All file attachments on Incidents, Service Requests, and Knowledge Articles migrate to Zoho Desk Attachments. We preserve attachment filenames and content types. Attachments over 25 MB are flagged because Zoho Desk has a 25 MB per-file attachment limit; these are either split or linked via Zoho WorkDrive URL at customer discretion.

Servicetonic Knowledge Base category hierarchy maps to Zoho Desk Help Center category and subcategory structure. Parent-child relationships preserve as subcategories. Category visibility (public, internal, team-only) maps to Zoho Desk article visibility and portal access rules.

AI Tonic automated ticket categorization and routing rules are not currently exposed via Servicetonic's documented API. We cannot migrate these as rules. We deliver a written inventory of every active AI Tonic rule with its trigger conditions, triage action, and routing target, plus a recommended Zoho Desk equivalent using Business Rules and Workflow Rules. The customer's admin rebuilds triage logic in Zoho Desk after migration.

Servicetonic approval workflows tied to Service Requests and catalog item fulfillment do not migrate as automation. We inventory every approval chain (approver, condition, escalation path) and deliver it as a step-by-step document for the customer's admin to configure in Zoho Desk's Approval Rules module. Approval history records (who approved, when) migrate as comment entries on the ticket.