Migrate from SupportSystem to Zoho Desk

SupportSystem Tickets map to Zoho Desk Tickets with ticket ID preserved in a custom field ss_original_ticket_id__c for audit traceability. Ticket status (Open, Pending, Resolved, Closed), priority, and creation date migrate directly. The assignee maps via email resolution against Zoho Desk agent records. Any SupportSystem ticket with a status of Archived requires explicit scoping — Zoho Desk does not have an archived state, so these map to Closed with a tag 'ss_archived' for filtering post-migration.

SupportSystem Agents export as part of ticket header data (assigned user) or can be filtered via Advanced Search. We extract distinct agent records by email, name, and department assignment and map them to Zoho Desk Agents. Agent email is the matching key: Zoho Desk requires the agent to exist with a matching email before ticket import, so we provision agents first. Inactive or deactivated SupportSystem agents map to inactive Zoho Desk agents; Zoho Desk will reassign their tickets to the Primary Support Administrator per its default behavior.

SupportSystem End Users who create tickets via the Client Portal map to Zoho Desk Contacts. User email becomes Contact Email, first name and last name map from the portal display name, and phone maps from the user profile. End Users without a name in SupportSystem use the email local-part as a placeholder Last Name with First Name left blank per Zoho Desk's Contact requirements.

SupportSystem Organizations are a distinct object referenced on tickets and can be filtered via Advanced Search under Organization Information. They map to Zoho Desk Accounts with Account Name, Website, Phone, and Industry preserved. Organization information on tickets attaches the Account via lookup; contact records attach to the Account via AccountExtId if the contact's organization was captured in SupportSystem.

SupportSystem Departments map to Zoho Desk Departments. Department names migrate directly. Agents in SupportSystem are assigned to departments; we map that assignment to the same Department in Zoho Desk and add the agent to the department's team. Department-level email routing in SupportSystem requires manual rebuild in Zoho Desk's email configuration per department.

SupportSystem Help Topics drive ticket routing and can trigger specific Custom Forms. Help Topic assignment appears in ticket metadata. We preserve Help Topic strings as Zoho Desk Tags (tag-based routing) or map them to a custom dropdown field 'Original Help Topic' on the Ticket, depending on the customer's routing preference. Help Topic-to-Department mapping logic in SupportSystem requires manual rebuild in Zoho Desk's Blueprint or routing rules.

SupportSystem custom fields are configurable per ticket, user, or organization. The Export Picker must be explicitly configured to include them in CSV exports — we verify field presence in the sample CSV before processing. Zoho Desk custom fields are scoped per department, so each SupportSystem custom field must be created in the relevant Zoho Desk department before migration. We map field names and types (string, integer, checkbox, dropdown) and create them in the destination department's Layout and Fields section.

SupportSystem Custom Forms collect structured data at ticket creation. Form field data exports as part of ticket metadata when the Export Picker includes form fields. We extract form field values per ticket and map them to the corresponding Zoho Desk custom fields in the ticket layout. The form structure itself (field ordering, labels, required status) requires manual rebuild in Zoho Desk's Layout and Fields designer.

SupportSystem Custom Lists are reusable data sets used in ticket forms. List values export as part of custom field data. We map list values to Zoho Desk picklist options in the corresponding custom field. Large list values (over 100 options) may require the field to be created as a lookup or autocomplete custom field type in Zoho Desk depending on the Zoho Desk edition.

SupportSystem stock and custom email templates exist per department but are configuration data rather than transactional records. We export template content as structured text (subject, body, HTML if used) per department and deliver a mapping document for the customer's admin to rebuild in Zoho Desk's Email Templates module. Templates with merge fields require field-name translation to Zoho Desk's merge field syntax.

SupportSystem Dashboard exports provide historical ticket metrics filtered by date, department, help topic, or agent. This CSV serves as a baseline for Zoho Desk report configuration. We deliver a mapping of dashboard metrics to Zoho Desk report types (Ticket Volume, Response Time, Resolution Time, CSAT) for the customer's admin to configure in Zoho Analytics or Zoho Desk's native reporting.

SupportSystem Knowledge Base articles migrate to Zoho Desk Help Center articles with article content, categories, and internal notes preserved. Article categories map to Zoho Desk Sections, and sub-categories map to Sub-sections. Published status translates to Published or Draft. Articles with attachments require manual handling of the binary files (see Attachments gotcha).

Tags applied to SupportSystem tickets appear in ticket metadata exports. We preserve tag strings as Zoho Desk Tags on the corresponding tickets. Tag strings with spaces map to hyphenated tags in Zoho Desk per its tag format requirements. Tag-to-category mapping logic in SupportSystem requires rebuild in Zoho Desk as either Tag-based views or a custom field.

Attachment files stored in SupportSystem are not included in CSV exports. This is a hard boundary of SupportSystem's data extraction method. We do not migrate attachment binary data. Customers who need attachment history must export files manually from SupportSystem's file system and re-attach them post-migration. We flag this gap in the scoping document and provide a checklist of ticket IDs with attachments for manual handling.