Migrate from Suptask to Zoho Desk

Suptask Tickets map to Zoho Desk Tickets with Assignee to Agent, Status to Status, Priority to Priority, Description to Description, Organization to Account or Contact, and Tags to Tags preserved directly. The Suptask ticketId maps to Ticket Number for reconciliation. Thread history (comments and internal notes) migrates to Zoho Ticket Comments and Threads preserving author, timestamp, and content. Thread direction (incoming/outgoing) from Suptask maps as Comment visibility (Public/Private) in Zoho Desk; this is a lossy translation because Zoho does not have a native incoming/outgoing label per message.

Suptask Inboxes (container objects grouping Responder channels and Forms) map to Zoho Desk Departments. Department is Zoho Desk's top-level organizational unit, and we use the Inbox name as the Department name during migration. All ticket-scoped configurations migrate within the ticket-to-ticket mapping, but department-level settings (business hours, holiday list, SLAs) require manual configuration in Zoho Desk post-migration.

Suptask Forms define the requester-facing ticket submission fields and which Slack channel connects to the form. Form field definitions map to Zoho Desk Ticket Fields with matching data types. Required field constraints and field ordering map to Zoho Layout configurations per Department. Custom form fields that extend the default ticket schema require pre-creation of matching Zoho custom fields before the ticket import begins.

Suptask Agents are identified by Slack member IDs from Responder channels. We extract the full agent list during scoping, resolve each Slack member ID to a Zoho Desk Agent account by email, and map the agent-to-ticket assignment using the resolved Zoho User ID. Agents with no matching Zoho Desk account go to a reconciliation queue for the customer to provision. Billing-level agent counts from Suptask do not carry over; Zoho Desk agent licensing is the customer's responsibility to align post-migration.

Suptask Organization is a flexible default field used for departments, teams, or external customer names. It maps to Zoho Desk Account as a 1:1. The Organization field value migrates as the Account Name. We note that Suptask Organization semantics vary by deployment; some teams use it for internal cost centers, others for external customers. The customer specifies the intended semantics during scoping, and we map accordingly.

Tags on Suptask Tickets are flat string arrays that map directly to Zoho Desk Tags. Tag values and their associations to individual tickets migrate as Tag records attached to each Ticket. We preserve the full tag vocabulary from Suptask. Zoho Desk Tags are shared across Departments, so there is no tag-scoping conflict in the destination.

Suptask custom fields are defined per Form and stored at the ticket level via the customFields array in the API. Zoho Desk custom fields are defined per module. We inspect the Suptask form definitions during scoping, identify all unique custom field names and data types, pre-create matching custom fields in Zoho Desk (with the correct module scope and field type), and then map values during ticket import. Field type translation follows: Suptask string/text to Zoho single-line/multi-line, Suptask number to Zoho numeric, Suptask dropdown to Zoho picklist.

Suptask Automation rules (trigger + action pairs scoped per Inbox, Custom plan only) do not migrate as code to Zoho Workflow Rules because the trigger models differ. Suptask triggers are Slack-channel-event-based; Zoho triggers are field-change, time-based, or record-created. We export the full automation rule definitions as a written inventory during discovery, map each rule's intent to an equivalent Zoho Workflow Rule configuration, and deliver this as a handoff document. The customer's admin rebuilds the rules in Zoho Desk Blueprint or Workflow Rules post-migration.

Suptask macros are templated responses scoped per Inbox. We export macro definitions (name, subject, body, available variables) as a data artifact. Zoho Desk macros are department-scoped shared resources with a similar variable substitution model. We map each Suptask macro to a Zoho Macro with equivalent template content and document any variable names that require updating to Zoho Desk's macro variable syntax.

Suptask KB articles migrate to Zoho Desk Knowledge Base articles. Article title, content, category, and status migrate. We note that Zoho's native Zwitch migration tool explicitly excludes KB article attachments; we handle article attachment migration as a separate step by re-hosting Slack-hosted files and linking them in Zoho KB. If articles reference Slack-specific content (channel links, Slack user mentions), those references require manual cleanup post-migration.

Suptask ticket attachments reference Slack-hosted files. Zoho Desk stores attachments against the Ticket record directly. We extract attachment URLs from Suptask, re-host each file to a Zoho-compatible storage context, and attach to the mapped Zoho Ticket. Slack ephemeral sharing links may expire; we flag any attachment that cannot be fetched for re-hosting and document it in the migration report for manual resolution.

Suptask reports mirror the Export API data structure and cover ticket volume, agent performance, and response metrics. We export report definitions as metadata. Zoho Desk reports use a different data model (based on Zoho Analytics or built-in report types). We deliver the Suptask report definitions as a reference document and provide a Zoho Desk report configuration guide mapped to each original metric. The customer's admin configures equivalent Zoho Desk reports post-migration using our guide.