Migrate from Splashtop Remote Support to Zoho Desk

Splashtop Technicians map directly to Zoho Desk Agents. We extract technician records including name, email, role (Admin, Technician, User), and status via the Splashtop Enterprise REST API or from the admin console CSV. Zoho Desk Agents are scoped to Departments at import time, so we use the Splashtop role and any Group permission scope to assign each Agent to the appropriate Zoho Desk Department. The agentExtId field in Zoho Desk import format carries the original Splashtop technician ID for reconciliation.

Splashtop Computer records (Computer Name, Group Name, Last Session Time, Notes) do not have a native equivalent in Zoho Desk's standard schema. We create a custom Endpoint object in Zoho Desk with fields for computer_name, group_name, last_session_timestamp, and notes. The endpoint object is linked to the Contact record representing the device owner or the Account representing the client organization. We export the full computer list as a CSV during discovery and create the custom schema in Zoho Desk before bulk import.

Splashtop Computer Groups organize endpoints by client, location, or function and are used to scope technician access permissions. We map Group names to Zoho Desk Department names where each Department represents a distinct client or organizational unit. Nested sub-groups in Splashtop are flattened to a single Department level in Zoho Desk with the full group path preserved in a custom Department field for reference. Department creation must precede Agent import so that agent-to-department assignments are valid at insert time.

Splashtop Access Permissions define which Technicians can reach which Computers or Groups with what role (Admin, Technician, User). Zoho Desk uses Role profiles for feature permissions and Department membership for data scoping. We parse the Access Permissions CSV to build a permission matrix, then map Splashtop Admin and Technician roles to Zoho Desk Agent roles (Support Agent, Support Administrator) scoped to the corresponding Department. Complex permission patterns (e.g., technician can access Group A computers but not Group B) are documented as a written Role and Department assignment plan for the customer's Zoho Desk admin to implement.

Splashtop Enterprise Service Desk Channels (SOS Call, invitation links, PIN codes, web form widgets) have no direct Zoho Desk equivalent because Zoho Desk channels are defined by communication type (Email, Phone, Live Chat, Web Form, Social) rather than access method. We map Splashtop's web form widget configurations to Zoho Desk web forms and document the SOS Call invitation link structure as a Zoho Desk email-to-ticket routing rule. Channel custom fields migrate as Zoho Desk ticket custom fields within the relevant Department.

Open Splashtop SOS Call requests represent end-user-initiated attended support sessions. We map active SOS requests to Zoho Desk Tickets with the requester's contact information, the target computer reference, and any session notes as ticket description. Each SOS request becomes a single Zoho Desk ticket; if the same request generates multiple technician interactions, those are captured as ticket comments or threaded replies rather than separate tickets. We flag any SOS request with a status other than Resolved or Closed for priority ticket creation.

Splashtop Connector RDP profiles (Profile Name, Deploy Code, Enable Recording, RDP-specific settings) are connection configuration artifacts rather than support data. They do not map to any Zoho Desk standard object. We export the RDP profile CSV as a Zoho Desk attachment linked to the corresponding custom Endpoint record, preserving the deploy code and recording settings for reference. The customer's IT team uses this as a deployment manifest when re-installing the Zoho Desk endpoint agent on migrated computers.

Splashtop Deployment Codes are account-scoped codes used to silently install the Streamer on managed endpoints. These codes are not valid for Zoho Desk's agent deployment. We preserve the deployment code value in a custom field on the Zoho Desk Endpoint record so the customer's admin has the original manifest for reference during re-deployment of Zoho Assist or another remote access agent. We flag in the migration report that a new deployment strategy is required for the endpoint agent layer.

Splashtop role definitions (Admin, Technician, User) are not exported as a standalone artifact but are inferable from the Access Permissions CSV. We reconstruct the role-to-permission mapping from the CSV, then map to Zoho Desk Role profiles: Splashtop Admin maps to Support Administrator, Splashtop Technician maps to Support Agent, and Splashtop User maps to a custom read-only Role if the customer requires end-user portal access. The reconstructed role inventory is delivered as a written document for Zoho Desk admin to implement.

Splashtop does not expose session history (completed remote support sessions with timestamps, duration, participants, and actions) via its public API or admin console CSV export. Session logs are retained within the Splashtop web console but are not available as a standalone exportable artifact. We document this gap in the migration scope and recommend the customer request any required session history directly from Splashtop support before the account is deactivated. Zoho Desk ticket history begins on the day of cutover for all new support interactions.

End users who submitted SOS Call requests in Splashtop Enterprise are stored with name and email. We map these to Zoho Desk Contact records. ContactExtId is generated from the Splashtop user ID. If the same end user appears in multiple SOS requests, we deduplicate by email and create a single Contact with a ticket history linked to all migrated SOS requests. Phone and address data from Splashtop migrates to the corresponding Zoho Desk Contact fields if present.

Splashtop account-level groupings (used for MSPs managing multiple client organizations) map to Zoho Desk Account records. The Account Name derives from the top-level Splashtop Group or the organization's account name field if available. Computers and Contacts are linked to the corresponding Account via the AccountId lookup after Account import completes. MSPs with multi-tenant Splashtop configurations can use Zoho Desk Departments as an additional segmentation layer alongside Accounts.