Migrate from Sunrise ITSM to Zoho Desk

Sunrise ITSM Incidents map directly to Zoho Desk Tickets. Priority, category, assignee, and SLA timer fields map to Zoho Desk's priority (Low/Medium/High/Urgent), status, assignee field, and SLA field respectively. Any organisation-level custom Incident properties are audited pre-migration and recreated as custom fields scoped to the relevant Zoho Desk department before import. Incident number becomes a read-only external reference field on the ticket.

Service Requests carry requestor information, fulfiller assignment, and approval chain history. We preserve request lineage by mapping the requestor to Zoho Desk's Contact, the fulfiller to the Agent, and the approval history as a thread note with timestamps. Any linked knowledge article references are carried forward as internal notes on the ticket for the agent's context.

Change records include risk level, approval status, and related Incident associations. We map these to Zoho Desk Tickets with a custom field change_type__c (Normal, Standard, Emergency), risk_level__c, and a related ticket reference linking back to related Incident tickets. The Change calendar linkage is preserved as a planned_start__c and planned_end__c custom date field.

Sunrise ITSM Configuration Items with relationships to Incidents and Changes map to Zoho Desk Products. Where custom CI types exist (Server, Network Device, Software License, etc.), we map them field-by-field to Zoho Desk Product fields plus custom fields for CI-specific properties like serial number, purchase date, and warranty expiry. CI relationships to Incidents are preserved as internal notes on the linked Product record.

Sunrise ITSM User and Agent records map to Zoho Desk Agents. Contact details, role assignments, and team memberships are mapped to Zoho Desk Agent fields with department assignments matching the Sunrise team structure. Active Directory synchronisation identities are preserved in a custom field for SSO continuity if Zoho Desk's SAML-based SSO is configured.

Sunrise ITSM Teams define agent group boundaries for routing and escalation. We map each Team to a Zoho Desk Department, preserving team membership order and escalation hierarchy as agent role assignments within the Department. Zoho Desk's department-based routing ensures tickets land with the correct group based on the Sunrise team assignment.

Sunrise ITSM KB Articles with HTML body content are extracted from the custom-richtext format, restructured, and imported into Zoho Desk Knowledge Base as Articles within the relevant Sections. Article status (Draft, Published, Archived) maps to Zoho Desk's article status. Note that Knowledge Base attachments are excluded from Zoho Desk's migration intake; we attach them separately as file uploads linked to the article record.

Sunrise ITSM Service Catalog items linked to workflows and approval matrices are migrated as Zoho Desk Products with a product_type__c = 'Service Catalog Item' custom field. Any broken workflow references from Sunrise are flagged in the handoff document for manual re-linkage to Zoho Desk Blueprint workflows. The catalog item description and pricing migrate as structured fields.

The ITBM Training module stores course outlines and costs. We map course definitions to a Zoho Desk custom training_courses module if the Professional or Enterprise tier is deployed, or to a custom field set on the Agent record for simpler scopes. Delegate attendance history migrates as records with effective dates carried forward as completion_date and expiry_date fields.

Skills linked to agents with effective-date semantics in Sunrise ITSM are flattened into a structured record: skill_name__c, proficiency_level__c, certified_date__c, and expiry_date__c. Expired certifications are flagged with a status indicator for customer review. If a custom Skills module is not feasible in the Zoho Desk tier, skills migrate as a multi-select picklist on the Agent record.

Sunrise ITSM's 30+ configurable modules may include bespoke objects beyond standard ITSM records. We request the full live schema from Sunrise Software support before scoping, extract each custom module's field list, recreate the equivalent structure in Zoho Desk (as custom fields on the relevant standard object or as a separate custom module in Professional/Enterprise), and map records individually. Custom module data is the most common source of silent omission if schema pre-audit is skipped.

Sunrise ITSM attachments store file path references rather than inline binaries. We resolve each reference, retrieve the file from the source storage location, and re-attach to the equivalent Zoho Desk record. If the source file server is decommissioned before migration completes, attachments become unrecoverable; we flag this risk during discovery and recommend a freeze on server changes until migration cutover. Zoho Desk's 10GB upload limit per migration batch may require chunking for large attachment volumes.