Migrate from Sprinklr Service to Zoho Desk

Sprinklr Cases map to Zoho Desk Tickets. Each Case carries channel source, agent assignment, SLA timestamps, custom fields, and linked conversation threads. We export full thread history via the Sprinklr API and reconstruct it in Zoho Desk as Ticket Threads (agent replies) and Ticket Comments (internal notes). Sprinklr's channel type maps to ticket.channel; any Sprinklr channels not natively supported by Zoho Desk (e.g., LINE, KakaoTalk) are stored in a custom field cf_original_channel__c. SLA metadata maps to Zoho SLA policies if the Professional or Enterprise tier is selected.

Individual messages within a Sprinklr Case form conversation threads tagged with channel, timestamp, sender, and content. We export complete threads via the Sprinklr API and load them into Zoho Desk as Ticket Threads with author, direction (inbound/outbound), and timestamp preserved. Thread direction (customer vs agent) is stored as a custom field cf_thread_direction__c because Zoho Desk's standard thread model does not natively encode direction metadata. Attachments migrate as linked file records where the destination Zoho Desk edition supports the attachment object.

Sprinklr Contacts map directly to Zoho Desk Contacts. All standard Contact fields (name, email, phone, address) migrate 1:1. Sprinklr custom Contact properties migrate to Zoho custom fields on the Contact object with cf_ prefix per Zoho naming convention. Contact-to-Account linking uses the Contact.AccountExtId reference to establish the Zoho Contact-to-Account relationship during import.

Sprinklr Company records map to Zoho Desk Accounts. Company name, domain, address, and custom properties migrate 1:1. The Sprinklr Company-Contact linkage is preserved via AccountExtId on the Contact import step. Zoho Desk Accounts support industry classification, annual revenue, and phone/email fields that map directly from Sprinklr Company properties.

Sprinklr Agent profiles (user name, email, role, team membership, skill tags) map to Zoho Desk Agents. Zoho Desk requires Agents to exist in the system before Tickets referencing them can be imported, so we provision agents first as a mandatory first-step. Agents are matched by email address. Any Sprinklr agent email without a corresponding Zoho Desk user is held in a reconciliation queue for the customer's admin to provision before ticket import begins. Skill tags from Sprinklr agents are stored in a custom text field cf_agent_skills__c as a comma-separated list in Zoho Desk.

Sprinklr Teams (agent groupings used for routing and SLA management) map to Zoho Desk Teams. The Migration Wizard cannot transfer Teams directly; we handle team membership mapping during the agent provisioning step by reading Sprinklr team membership records and adding each agent to the corresponding Zoho Desk Team via the API. Team hierarchies in Sprinklr flatten to a single Zoho Desk team level if nested team structures are present.

Sprinklr Tags applied across Cases and Contacts require a configuration decision: tags can migrate as Zoho Desk Ticket Tags (if the customer uses the tag taxonomy as a loose folksonomy) or as a multi-select picklist custom field cf_sprinklr_tags__c on Tickets. Zoho's native Zwitch migration tool drops tags entirely, so a custom field approach is the only path that preserves Sprinklr tag assignments. We present both options during scoping and the customer chooses based on whether they want tag-based filtering in Zoho Desk's standard tag panel.

Sprinklr custom fields on Cases, Contacts, Companies, and Agents are exported via the Developer Portal API and mapped to Zoho Desk custom fields. Field type conversion is required: Sprinklr picklist fields map to Zoho picklist; Sprinklr date/datetime fields map to Zoho date/datetime; Sprinklr boolean fields map to Zoho checkbox. Text, number, and email fields migrate directly. Custom field API names in Sprinklr follow the platform's naming convention; we create matching custom fields in Zoho with the cf_ prefix and the Sprinklr field label as the display name.

Sprinklr Entity Manager custom entity schemas are unique per organization and have no direct Zoho Desk equivalent. We flatten Sprinklr custom entity records by mapping each custom entity type to a Zoho custom module (using Zoho Desk's custom module capability if available) or to a set of custom fields on the closest standard Zoho object (Ticket, Contact, or Account). This requires schema review per tenant before migration. Any lookup relationships in Sprinklr custom entities that reference standard entities are preserved as custom lookup fields on the target Zoho object.

Sprinklr Knowledge Base articles migrate to Zoho Desk Knowledge Base. Article content, category, publish status, and author metadata transfer. Article attachments do not migrate through Zoho's import tooling; we flag this explicitly in the pre-migration checklist so the customer's admin can re-attach or re-upload KB attachments post-migration. Zoho Desk KB article categories map from Sprinklr category taxonomy where the structure is compatible; deeply nested Sprinklr category hierarchies may flatten to a two-level Zoho Desk category structure.

Sprinklr reporting module exports (dashboards and widgets as PDF, Excel, PNG, CSV) are extracted directly and delivered as structured report packages alongside the data migration. These are not imported into Zoho Desk as native reports because Zoho Desk's reporting engine uses its own data model. We provide a report reconciliation document mapping each Sprinklr dashboard metric to the equivalent Zoho Desk report configuration so the customer's admin can rebuild reports post-migration.

Sprinklr SLA timestamps on Cases (first response, next response, resolution) map to Zoho Desk SLA Policies if the destination is Professional or Enterprise tier. SLA policy rules in Sprinklr that reference agent skills or team-specific SLAs require translation to Zoho Desk's department-based SLA model. We document the full SLA mapping in the configuration handoff document for the customer's admin to set up SLA policies in Zoho Desk after migration.