Migrate from Support.com Cloud to Zoho Desk

Support.com Cloud Tickets map to Zoho Desk Tickets. We transfer ticket ID, subject, description, status (New, Open, Pending, Resolved, Closed), priority (Low, Medium, High, Urgent), category, created time, modified time, and resolution time. Agent ownership resolves by email match against Zoho Desk agent records created before migration. Custom ticket fields migrate to custom fields in Zoho Desk that we create during the discovery phase after enumerating the source instance's live field inventory.

Support.com Cloud Customer records map to Zoho Desk Contacts. We transfer first name, last name, email, phone, mobile, address fields, and any linked device identifier stored on the customer. If the Support.com Cloud instance uses a Company object for B2B accounts, Contacts are linked to Zoho Desk Accounts via the AccountExtId reference. Primary contact association is preserved.

Support.com Cloud Company records (when present) map to Zoho Desk Accounts. We transfer AccountExtId, Account Name, phone, email, website, industry, address fields, and annual revenue. Not all Support.com Cloud instances have the Company object enabled; we confirm during discovery. Account is created before any Contact import so that the AccountId lookup is satisfied at the moment of Contact insert.

Support.com Cloud Agent profiles map to Zoho Desk Agents. We transfer agentExtId, Last Name, First Name, and Email. Email is the critical matching field: Zoho Desk maps tickets to agents using their email addresses, and agents must be active in Zoho Desk with matching email before migration. Any agent in Support.com Cloud without a matching Zoho Desk agent is held in a reconciliation queue for the customer's admin to provision.

Support.com Cloud ticket attachments migrate to Zoho Desk Ticket Attachments. We normalize UTF-8 filename encoding to handle the legacy file structure in Support.com Cloud, which may contain special characters or non-standard encoding. Any attachment exceeding Zoho Desk's file size limit is flagged separately for manual handling. Attachments on Knowledge Base articles do not migrate per Zoho Desk's current limitation.

Support.com Cloud Tags applied to tickets migrate to Zoho Desk Tags. Tag naming conventions may conflict with existing Zoho Desk tags; we apply a prefix or de-duplicate strategy agreed upon during scoping. Tags used for ticket categorization transfer as-is with the original tag name preserved in a custom field if the customer needs a complete audit trail.

Support.com Cloud Macros (canned response templates and workflow actions) are exported as content and trigger logic. Macros do not migrate as executable code because the macro model differs from Zoho Desk's template and automation structure. We deliver a written inventory of every Support.com Cloud macro with its trigger conditions, body content, and recommended Zoho Desk equivalent (Macro template or Blueprint step). The customer's admin rebuilds these in Zoho Desk post-migration.

Support.com Cloud custom ticket fields vary per instance with no public field registry. We enumerate the live field inventory during discovery by logging into the customer instance and recording each field name, type, and options. We then create matching custom fields in Zoho Desk before migration begins. The customer must create these fields in Zoho Desk first; then we map source fields to destination fields at migration time. This discovery step adds one to two days to the project timeline.

Support.com Cloud custom fields on Customer records migrate to Zoho Desk custom fields on Contacts using the same enumeration and pre-creation approach. Any dropdown or multi-select custom fields in Support.com Cloud must have matching picklist values in Zoho Desk custom fields before migration; we flag any values that do not have a Zoho Desk equivalent and propose a resolution with the customer.

Support.com Cloud ticket comments and conversation history migrate to Zoho Desk Threads. Each thread entry includes the author (agent or contact), timestamp, and content body. Comment ownership maps via email to the Zoho Desk agent or contact record. The created_at timestamp on comments migrates as part of the thread entry; however, the standard Zoho Desk import does not preserve the Created At date as a separate field unless we apply a post-import customization.

Support.com Cloud Customer records may include linked device information. We map device identifiers to a custom field on the Zoho Desk Contact record (if the device data is simple) or to a custom Zoho Desk module (if the device records are complex with multiple attributes). The customer decides the strategy during scoping based on how device data is used in their support workflow.

Support.com Cloud ticket status history (status transitions with timestamps and agent responsible) migrates as part of the ticket record. Zoho Desk preserves the ticket history natively, including status changes, assignment changes, and escalation events. We ensure the ticket status values in Support.com Cloud map to corresponding Zoho Desk status values configured in the destination account before migration.