Migrate from Simplify Reality to Zoho Desk

Simplify Reality Ticket records have no documented schema or field names. We request a sample export from the live interface during scoping and map available fields to Zoho Desk ticket fields: ticket_subject, ticket_description, ticket_status, ticket_priority, ticket_dueDate, and ticket_assigneeId. Any fields unique to Simplify Reality become custom fields (cf_*) created in Zoho Desk before import. If only screen-based manual retrieval is possible, we sequence the export as structured CSV and handle any unstructured notes as ticket comments with an [imported] prefix.

Simplify Reality Conversation records represent individual messages across email, SMS, WhatsApp, Facebook, and Twitter channels. We map these to Zoho Desk ticket comments using the original message timestamp, author identity (resolved to the imported Contact), channel source (mapped to ticket_channel: Email, Twitter, Facebook, or Other), and message body. Thread ordering is preserved by setting the comment creation timestamp to the original Simplify Reality timestamp. Channel attribution is stored in the ticket_channel field; we use a custom field cf_original_channel__c if the customer needs to retain the full channel provenance after migration.

Simplify Reality Customer records map to Zoho Desk Contact. The Contact schema in Zoho Desk uses firstName, lastName, email, phone, and channelSource fields. We map Simplify Reality contact name, email, phone, and any channel source tag directly. If Simplify Reality stored contacts without a last name (single-name format), we map it to Contact.lastName with an [FirstName] placeholder for the customer admin to correct post-migration. Email address becomes the dedupe key for Contact import.

If Simplify Reality stored organization or company-level data alongside individual customer contacts, we map it to Zoho Desk Account using Account.accountName and Account.website. We create Accounts before Contact import to satisfy the Contact.accountId lookup. If Simplify Reality only stored individual contacts without organizational grouping, we create a default Account named [Unassigned] and link all Contacts to it, with the customer admin splitting them into proper Account hierarchies post-migration.

Simplify Reality claimed to aggregate Email, SMS, WhatsApp, Facebook Messenger, and Twitter. We map each channel type to Zoho Desk's ticket_channel picklist values: Email maps to EMAIL, Twitter to TWITTER, Facebook to FACEBOOK, WhatsApp to WHATSAPP, and SMS to SM. Channel-level configuration (API credentials, connected accounts, routing rules) does not transfer because Simplify Reality provided no documented export for these settings; we deliver a channel setup checklist for the customer's admin to reconfigure in Zoho Desk under Setup > Channels.

Simplify Reality Agent records (user profiles and roles) have no documented schema. We attempt to extract agent names, emails, and roles from the live interface. These map to Zoho Desk Agents (Users) by email address match. Role information (admin, agent, supervisor) maps to Zoho Desk permission profiles: Support Administrator for admins, Support Agent for standard agents. Any agent without a resolvable email is created as an inactive Zoho Desk user with a note requiring admin activation.

Simplify Reality's core feature was AI-driven reply recommendations and automated response rules, but no schema for these settings was found. We cannot migrate them programmatically because there is no exportable definition of the rules, triggers, or ML model behavior. We deliver a written inventory documenting every observed automated response in the live interface, with a recommended Zoho Desk Workflow Rule or Macro equivalent for the customer's admin to rebuild in Setup > Workflows. This is a manual handoff, not an automated migration.

If Simplify Reality stored product or service catalog data linked to tickets (for example, a hospitality venue context as noted in a G2 review), we map it to Zoho Desk Product. Product.productName and Product.productCode map directly. We resolve the ticket-to-product lookup in Zoho Desk using a custom field cf_original_product_id__c if the source product IDs are not natively importable into Zoho Desk's product lookup.

Simplify Reality's tech stack listed HubSpot and MailChimp, suggesting CRM and email marketing integration capabilities. We cannot extract integration credentials or configuration from Simplify Reality. We deliver a written integration inventory listing every observed connection (CRM link, email marketing link, any third-party hook) with the account credentials or endpoint the customer needs to re-establish in Zoho Desk under Setup > Integrations. Native Zoho CRM sync is reconfigured from scratch using Zoho Desk's built-in Zoho CRM connector.

Simplify Reality claimed to provide visual insights into operational and customer data, but no analytics schema, export format, or report structure was documented. We cannot migrate analytics records directly. We deliver a written inventory of every observed report, dashboard, or metric visible in the Simplify Reality interface, including screenshots where accessible, for the customer's admin to rebuild in Zoho Desk's Reports module or Zoho Analytics. Average Handle Time, First Response Time, and CSAT scores are noted as fields to configure in Zoho Desk SLAs and Surveys post-migration.

Any custom fields observed in the Simplify Reality interface that are not standard Ticket, Conversation, or Customer fields are mapped to Zoho Desk custom fields created in the corresponding module before data import. Custom field labels can be up to 50 characters; only A-Z, 0-9, and specified special characters are allowed (others are replaced with underscores per Zoho Desk API spec). Zoho Desk limits custom fields by edition: Free 0, Standard 50, Professional 150, Enterprise 230. We verify the target edition supports the required field count during scoping.

If Simplify Reality stored file attachments linked to tickets or conversations, we map them to Zoho Desk Ticket Attachments. We handle attachments by extracting the file URL or binary from the Simplify Reality interface where accessible and uploading to Zoho Desk using the Attachments API endpoint. Inline images in message bodies are extracted as separate files and attached to the corresponding ticket comment. Attachments are processed in a separate batch phase after ticket and comment import to satisfy the parent record dependency.