Migrate from Slaask to Zoho Desk

Slaask Visitor records map to Zoho Desk Contact. The visitor's name and email serve as the dedupe key during import. Slaask Custom Attributes on the visitor profile map to Zoho Desk custom fields on the Contact object, preserving any custom data the team captured (company name, plan tier, user ID, etc.). Visitors without an email address require a fallback dedupe strategy using name plus an external ID derived from the Slaask record ID.

Slaask Conversations map to Zoho Desk Tickets. The conversation's originating page URL becomes a Ticket custom field, and any Slack channel name used for routing becomes a reference field. Conversation status (open, resolved) maps to Zoho Desk Ticket Status. This object is inserted after Contacts so that the contact lookup is satisfied at the time of Ticket creation.

Messages within each Slaask Conversation map to Zoho Desk Ticket Threads (chronological message entries) and Comments (internal agent notes). Messages are inserted in chronological order using the original timestamp to preserve conversation flow. Agent-sent versus visitor-sent attribution is captured using thread author information against the Contact and agent User records.

Slaask Custom Attributes are per-workspace flexible fields on visitor profiles. We treat each as a custom field on the Zoho Desk Contact object. Field types are inferred from the data values (text, number, date, picklist). Fields are pre-created in Zoho Desk before Contact migration begins. If the destination Zoho Desk account is also connected to Zoho CRM, these fields can optionally be created on the CRM Contact module and synced via Zoho Flow.

Conversations that Slaask posted to Slack channels are recoverable via Slack's native export on Business+ plans or higher. We cross-reference Slack channel export records against Slaask Conversation metadata to match and attach Slack-sourced messages as Ticket Threads in Zoho Desk. This lookup is essential because Slaask's own storage may be inaccessible; without the Slack export, these conversation records are at risk of permanent loss.

When a Slaask Visitor's Custom Attribute captures a company name, we attempt a 1:N merge: multiple visitors with the same company value map to a single Zoho Desk Account, and each visitor lands as a Contact linked to that Account. The Account is created before Contact migration. If no company attribute exists in Slaask, visitors are imported as Contacts without an Account association and the customer's admin decides whether to create Account records post-migration.

Slaask routing rules directing conversations to specific Slack channels or team members have no direct Zoho Desk equivalent. We document the existing routing logic (which channel, which rule triggered, which team members received the conversation) as a configuration specification. The customer's Zoho Desk admin uses this to recreate equivalent routing using Zoho Desk Departments, Team assignment rules, and SLA policies.

Slaask widget appearance (colors, positioning, trigger behavior) and greeting message text are stored in Slaask's own platform and cannot be exported. We document the current widget settings during discovery and deliver a written configuration specification. The customer's team uses this to configure the equivalent widget in Zoho Desk's Live Chat module under Setup > Channels > Live Chat > Widget Configuration.

If the Slaask team's Custom Attributes captured product or plan names, these map to Zoho Desk Products. Products are created before Tickets so that the product lookup is available when ticket records are imported.

Any third-party integrations beyond Slack that the Slaask team configured (CRMs, analytics tools, etc.) do not migrate. We flag each connected integration during discovery and document it as a reconfiguration item for the customer's admin to set up inside Zoho Desk's Integrations section or via Zoho Flow.

Slaask engagement metadata such as first response time visible in the Slack thread or conversation duration are preserved as custom numeric fields on the Zoho Desk Ticket. These are informational only and do not affect ticket workflow; they serve as historical record for teams auditing pre-migration support performance.

If the Slaask team used any tagging or labeling system on conversations, these are preserved as Zoho Desk Ticket Tags. Zoho Desk supports tag-based filtering on tickets, which enables the team to retain their categorization logic post-migration without manual re-tagging.