Migrate from Stames to Zoho Desk

Stames Tickets map directly to Zoho Desk Tickets. We preserve ticket subject, description, status, priority, assignee, created time, and modified time. Channel attribution from Stames (Facebook, Instagram, WhatsApp, Email, API, Contact Form) migrates as a custom field on the Zoho Desk ticket for source-channel reporting. Stames ticket ID is preserved in a custom field stames_ticket_id__c for reconciliation.

Stames Customer records map to Zoho Desk Contacts. First name, last name, email, phone, mobile, and address fields migrate directly. We optionally create Zoho Desk Account records from Stames organization data when present, linking each Contact to its parent Account via AccountExtId. The customer chooses the Account linkage strategy during scoping based on their Zoho Desk department structure.

Stames Conversations (the threaded message records attached to Tickets) map to Zoho Desk Ticket Threads. Each agent and customer message migrates as a separate thread entry with author attribution, message body, timestamp, and channel source preserved. Threading order is maintained by sorting on the Stames conversation timestamp before insert. Zoho Desk distinguishes between public thread entries and private comments; we map all Stames conversation entries as public threads unless they are explicitly flagged as internal notes.

Stames channel source (Facebook, Instagram, WhatsApp, Email, API, Contact Form) is stored as a field on each Conversation record. We extract channel attribution and write it to a custom field on the Zoho Desk Ticket Thread record so that support teams can filter and report by original channel. Channel-specific metadata (such as Facebook page reference or WhatsApp number) is preserved in an additional custom field when present in the Stames export.

Stames user and agent accounts with roles and permissions export via the Stames API. We map each Stames agent to a Zoho Desk Agent record, matching by email address. Zoho Desk requires explicit department assignment for each agent; we resolve the department mapping during scoping based on the Stames team structure. Zoho Desk Light Agent role (view-only, no public reply) requires explicit customer confirmation before assignment. Deactivated Stames agents cannot be migrated to Zoho Desk; we flag these in the reconciliation queue.

Stames tags applied to Tickets for categorization export as text values. We map tag values to Zoho Desk Tags, creating the tag in Zoho Desk if it does not exist at migration time. Tag naming consistency is enforced by stripping special characters and applying lowercase normalization before insert. The customer approves the tag mapping strategy during scoping.

File attachments on Stames Tickets and Conversations are downloaded from Stames storage URLs, then re-uploaded to Zoho WorkDrive and linked to the corresponding Zoho Desk Ticket record. Attachment metadata including filename, file type, and size are preserved. Media URL references are updated to point to the new Zoho WorkDrive storage location. Large attachments (over 25 MB) may require Zoho WorkDrive API chunked upload handling.

Reminder and notification settings attached to Stames Tickets are stored as metadata but are not functional triggers in Stames itself. We export these as custom fields on the Zoho Desk Ticket for post-migration review. Functional SLA triggers and escalation rules must be rebuilt in Zoho Desk using Zoho Desk SLA policies and escalation rules post-migration. SMS and Email notification triggers do not migrate; Zoho Desk notification configuration is rebuilt separately.

Stames self-service customer portal configurations, including portal access settings, custom forms, portal-facing content, and branding, are not exposed via the Stames API. We do not migrate portal configurations. The customer must manually recreate portal settings in Zoho Desk Help Center post-migration. We deliver a written inventory of the Stames portal configuration during discovery so that the customer admin can use it as a rebuild checklist.

Stames team structure maps to Zoho Desk Departments and Teams. Zoho Desk requires at least one Department before agent assignment. We create Zoho Desk Departments first (matching the Stames team hierarchy), then create Teams within Departments, then assign agents to Teams. The Migration Wizard cannot transfer Teams automatically; we handle Team assignment during the data migration phase using Zoho Desk API.

If Stames contains Product records linked to Tickets, these map to Zoho Desk Products. Product name, code, description, and price migrate as Zoho Desk Product records. Product-to-Ticket linkage migrates as a custom field reference rather than a native Zoho Desk product-ticket relationship (which is not standard in Zoho Desk ticketing).

Stames custom fields on Tickets and Customers export as custom field values. We map these to pre-created Zoho Desk custom fields on the equivalent module. Zoho Desk custom fields must be created before migration using Zoho Desk Layout and Fields configuration. Custom field types are mapped: Stames text fields to Zoho Desk single-line, Stames multi-select to Zoho Desk multi-select picklist, Stames date fields to Zoho Desk date fields. Zoho Desk does not support nested dependent custom fields via standard API; we flag these for manual post-migration configuration.