Migrate from SupportBee to Zoho Desk

SupportBee Tickets migrate to Zoho Desk Tickets with full conversation threading preserved as Comments. Each SupportBee message (customer email, agent reply, internal note) becomes a Zoho Desk Comment with the isPublic flag set to false for internal notes. Original SupportBee ticket numbers are stored in a custom field custom_ticket_number__c because Zoho Desk assigns its own sequential ticket IDs and cannot import with the source ticket number intact. Ticket status (Unanswered, Answered) maps to Zoho Desk Open, Pending, and Resolved status values.

SupportBee Customer records map to Zoho Desk Contact. Email, name, organization, phone, and custom fields transfer directly. If the customer has an organization field, we create a corresponding Zoho Desk Account record first and link the Contact to it via the Account Name lookup. Deduplication is based on email address.

SupportBee Agents map to Zoho Desk Agents. We resolve by email match against Zoho Desk user accounts. If a matching Zoho Desk user does not exist, we flag the Agent for the customer's admin to provision before migration begins. Agent roles (Admin, Agent) map to Zoho Desk roles, and team assignments map to Department memberships.

SupportBee Teams map to Zoho Desk Departments. We recreate the team hierarchy and assign Agents to their respective Departments during migration. Department-based ticket routing rules in Zoho Desk are configured to match the original SupportBee team assignment logic.

SupportBee Labels (flat key-value tags on tickets) map directly to Zoho Desk Tags. The tag name and tag count per ticket transfer. If labels contain hierarchical naming (e.g., product-category-priority), we flatten the hierarchy into a single tag string and document the original structure for the customer's admin to reorganize into Zoho Desk tag groups post-import if desired.

SupportBee Snippets are organized in folder hierarchies; Zoho Desk Macros are a flat library with no native folder support on Standard and Professional tiers. We export snippet content, folder names, and HTML formatting, then import them as Zoho Desk Macros with the folder name prepended to the macro title for identification. On Enterprise tier, Zoho Desk supports macro folders which we recreate. HTML formatting in snippet bodies is preserved during migration.

SupportBee KBee articles migrate to Zoho Desk Help Center articles with title, body content, category assignments, and publication status (Draft/Published) preserved. Category assignments become Help Center section mappings. The SupportBee feature that allows agents to insert KB article links directly into ticket replies produces URLs that become dead links at the destination; we document which tickets reference which KB articles so the customer's admin can re-link relevant content in Zoho Desk post-migration.

SupportBee CSAT ratings attached to tickets (score 1-5) migrate to Zoho Desk's Customer Satisfaction field on the Ticket. We preserve the rating value and link it to the associated ticket. Zoho Desk displays CSAT as a survey link that customers can respond to; historical ratings from SupportBee are stored as a read-only custom field csat_original_score__c for reporting purposes.

SupportBee Filters (criteria-based saved ticket queues) are documented with their full criteria during export. Zoho Desk Views use a different filter syntax; we recreate each SupportBee Filter as a Zoho Desk View with the equivalent criteria and document any filter logic that cannot be directly translated so the admin can rebuild in Zoho Desk's View builder.

File attachments on SupportBee tickets and KB articles are downloaded and re-uploaded to Zoho Desk, preserving original filenames and attachment order within the conversation thread. We download from SupportBee's CDN URLs and upload to Zoho Desk's attachment API, maintaining the association with the correct ticket and comment.

SupportBee Business Hours (available on Enterprise tier) define availability schedules for SLA tracking. We export the schedule configuration and recreate it in Zoho Desk's Business Hours settings under Setup. The timezone and day-of-week availability windows transfer directly.

SupportBee integrations (Slack, GitHub, Asana, and other OAuth-connected apps) cannot be transferred because OAuth tokens and webhook URLs are platform-specific. We produce a full inventory of active integrations with their configuration details so the customer's admin can reconfigure them in Zoho Desk's integration marketplace post-migration.