Migrate from Sqanit to Zoho Desk

Sqanit Devices (digital twins) carry model, serial number, install date, owner metadata, and a service history chain. We map Devices 1:1 to Zoho Desk Products for warranty and product-catalog use cases, or to a custom Asset object created in the customer's Zoho Desk instance if the deployment requires asset-tracking fields not available on the standard Product module. Serial number becomes Product Serial Number or a custom field; device metadata (install date, owner) migrates as typed custom fields scoped to the relevant department. Any custom fields active in the Sqanit Asset module are flagged during discovery and added to the destination schema before import.

Sqanit Organization records (manufacturer or enterprise accounts) map directly to Zoho Desk Accounts. Organization name, address, phone, website, and industry fields migrate as standard Zoho Desk Account fields. AccountExtId is set to the Sqanit Organization record ID for referential integrity. The Accounts file is created before any Contact import so that the Account-Contact lookup relationship is satisfied at insert time.

Sqanit Service Tickets map to Zoho Desk Tickets, carrying status, priority, assignee (resolved via Technicians mapping), timestamps, linked device context, and interaction log. Sqanit ticket status and priority values are normalized to Zoho Desk Ticket Status and Priority picklists during the transform phase. The linked Device reference resolves to the migrated Product or Asset record. Thread history (AI triage steps, technician responses, end-user messages) migrates as Ticket Comments and Ticket Threads in Zoho Desk's chronological order.

Sqanit End Users (consumers who scan the product QR code) map to Zoho Desk Contacts. End User records may carry minimal profile data—language preference, device ownership link, contact email. We migrate available fields and preserve the language preference as a custom Contact field (zyl_locale__c) so that multilingual service routing can be configured in Zoho Desk's Rules engine post-migration. The End User's linked Device resolves to the migrated Product or Asset.

Sqanit Technicians (internal service team members) map to Zoho Desk Agents. We resolve each Technician by email against Zoho Desk's Agent table and map role and team assignment to Zoho Desk's Department and Agent Profile fields. Any Technician without a matching Zoho Desk Agent account enters a reconciliation queue for the customer's admin to provision before record import resumes. Technicians with inactive Sqanit status map to inactive Zoho Desk Agents.

Sqanit Compliance Records (device inspections, certifications, EU Digital Product Passport fields) are often custom-structured per industry. We map them as typed custom fields on the Zoho Desk Product or as a separate Compliance custom module if the customer's Zoho Desk edition supports custom objects. Compliance record timestamps and regulatory reference numbers migrate as text or date fields with a compliance_ prefix on the API name. If the customer uses Zoho Desk Enterprise, the Contracts module can host regulatory agreement records linked to the Product.

Every Sqanit scan, AI-assisted resolution step, or technician ticket update creates a timestamped interaction record. We preserve the full interaction log as Zoho Desk Ticket Threads in chronological order, with each thread entry carrying the original timestamp, author (End User, Technician, or AI), and message body. Interaction records that represent a resolution or escalation carry a flag that we map to a custom Ticket field resolution_flag__c for reporting.

Sqanit KB articles and guided workflow text exist per locale across 524+ supported languages. We extract article content and locale tags, then map each locale version to a Zoho Desk Solutions Article with the corresponding language translation. Article categories map to Zoho Desk KBRootCategories and KBSections. Because Zoho Desk's Solutions module supports article translations but not automatic per-agent locale routing, we flag the need for Zoho Desk's multi-language portal configuration as a post-migration admin task.

Sqanit's modular deployment means different customers activate different capability sets. We map each active Sqanit module to a corresponding Zoho Desk Department: Service Management maps to the Support department (tickets, contacts, accounts), Asset Management maps to a Products or Assets department, and CX Management maps to a Customer Success or Accounts department. Custom fields active in each Sqanit module are added to the corresponding Zoho Desk department-scoped field list during schema design.

Sqanit AI-assisted triage and guided workflow configurations do not migrate as automation code. We deliver a written inventory of every active Sqanit triage rule and guided workflow path, documenting the trigger conditions, decision branches, and recommended Zoho Desk Business Rule or Workflow Rule equivalent. The customer's admin rebuilds these in Zoho Desk's Rules engine as a post-migration configuration task.

Sqanit's unique QR-code scan entry events (first scan, repeat scan, scan without ticket creation) do not have a direct Zoho Desk equivalent. We capture scan events as timestamped records in a custom Zoho Desk object (scan_events__c) linked to the Product or Contact, preserving the scan metadata (scan type, device model, resolution outcome). Alternatively, scan data is aggregated into a custom Ticket origin picklist value (QR Scan) for reporting without a separate object.

Sqanit product model numbers and SKU metadata stored on Devices map to Zoho Desk Product2 records with ProductCode and Product Name populated from the Sqanit device model field. Standard Price Book entries are created during migration if the customer intends to link products to tickets for warranty or contract resolution.