Migrate from Startly to Zoho Desk

Startly ticket records migrate to Zoho Desk ticket records with full lifecycle data: status, priority, assignee, requester, description, and conversation threads. We map Startly's status values (open, pending, resolved, closed) to Zoho Desk's Status field values, and Startly priority (low, medium, high, urgent) to Zoho Desk Priority. SLA association migrates as a reference ID held in a custom field for manual re-linking after SLA policies are recreated.

Startly asset records migrate 1:1 to Zoho Desk Asset records. We map asset name, type, status, assigned user, location, and custom properties. Asset-to-user assignment migrates by resolving the Startly user email against the Zoho Desk agent account created in the Agents phase. Asset-to-CMDB relationship is preserved via a custom field holding the source CI reference ID for re-linkage in Zoho Desk's Extensions-based CMDB module.

Startly CMDB entries representing servers, software, and network devices map to Zoho Desk Assets (if the Zoho Desk org uses the standard Asset module for CI tracking) or to a custom Configuration Item module built via Zoho Desk's Extensions framework. CI-to-CI relationships migrate as linked custom fields or tag pairs rather than a native relationship graph, and we document the original relationship graph in a supplemental reference document for manual re-association.

Startly Project records migrate to Zoho Desk Project module (available in Professional and Enterprise tiers). Project metadata (name, description, start date, due date, status, owner) migrates 1:1. Budget tracking and profitability fields migrate as custom numeric fields if the destination schema is pre-configured to receive them; otherwise they are preserved in a supplemental CSV for manual entry. Linked task count transfers but task-to-project hierarchy requires resolution during import.

Startly standalone tasks and project-linked tasks migrate to Zoho Desk Task records or Project sub-tasks depending on whether the parent project exists in Zoho Desk at migration time. Task assignment, status, due date, and custom fields migrate 1:1. Tasks without a project parent are imported as standalone Zoho Desk Tasks. Any custom task properties not present in Zoho Desk's standard task schema are held as a supplemental field map for manual field creation.

Active Startly user records migrate to Zoho Desk Agent profiles. We map name, email, role, department, and team assignment. Email is used as the dedupe key. Inactive or disabled Startly accounts are flagged for exclusion to avoid inflating seat counts. Role and department mapping in Zoho Desk requires pre-configuration of Departments and Role-based access control groups before agent import to ensure permissions are applied correctly.

SLA definitions in Startly (response time, resolution time, business hours tied to priority tiers) are platform-specific configuration objects that do not export as portable records. We extract SLA schedules and threshold values as a structured reference document during migration, and the customer recreates them in Zoho Desk SLA Management under Setup. SLA-to-ticket associations migrate as a reference ID held in a custom field so tickets can be re-linked to their recreated SLA policies post-import.

Startly time entries tracking labor against tickets and projects migrate to Zoho Desk's Time Tracking feature (Professional and Enterprise tiers) or to custom fields on the linked ticket or project record. Because time entry IDs are not portable across platforms, they are recreated in Zoho Desk. We preserve ticket reference, project reference, agent name, hours logged, date, and billable flag in a format ready for Zoho Desk Time Tracking bulk import.

Startly KB articles migrate to Zoho Desk Knowledge Base with article content, title, author, and creation date. Category-to-article relationships and links to service catalog items are not exported as portable foreign keys; we extract the linkage data and provide a re-association guide so the customer manually re-establishes article-to-category and article-to-catalog-item relationships in Zoho Desk's KB module. Attachments migrate as file references or are preserved in a supplemental ZIP for manual re-attachment.

Startly service catalog items defining requestable services with associated forms and approval workflows migrate to Zoho Desk's Services module. The item structure (name, description, category, form fields) migrates 1:1. Approval routing rules and workflow triggers tied to catalog item submission do not migrate and must be rebuilt in Zoho Desk using Blueprint or Zoho Flow post-migration.

Startly change requests managing change lifecycle with risk assessment and approval fields migrate to Zoho Desk ticket records with a custom Status field value (e.g., Change Request) and custom fields for risk level, approval status, and implementation date. CI linkage migrates as a reference ID in a custom field for re-linking to the destination CMDB or asset record. Approval workflows and risk matrices are not portable and are documented for manual rebuild in Zoho Desk Blueprint.

Post-resolution satisfaction surveys and CSAT scores in Startly are stored as a lightweight feedback layer tied to resolved tickets. These are not exported as a standalone data object and are outside standard migration scope. We document the existence and structure of these records in the discovery output so the customer can evaluate whether Zoho Desk's native Satisfaction Ratings feature should be activated post-migration as a replacement.