Migrate from SYDLE ONE to Zoho Desk

SYDLE ONE Contact records map directly to Zoho Desk Contact. We resolve the Contact by email as the dedupe key during import. Custom properties on the SYDLE ONE Contact (beyond name, email, phone, lifecycle stage) map to Zoho Desk custom fields that we create during pre-migration schema validation. Any unmapped custom properties are flagged in the pre-migration report with recommended Zoho field types.

SYDLE ONE Account records map to Zoho Desk Account. The Account-Contact relationship is preserved by importing Accounts before Contacts and resolving the AccountId lookup at Contact insert time. Domain fields from SYDLE ONE Accounts migrate to the Account Website field. We write a cross-reference table mapping SYDLE ONE Account IDs to Zoho Desk Account IDs for use in downstream object imports.

SYDLE ONE Tickets map to Zoho Desk Tickets with explicit status-to-pipeline-stage mapping. Ticket statuses vary by SYDLE ONE implementation, so we build a status-mapping table during scoping. Each ticket's contact_id and account_id references are resolved via the cross-reference tables before import. Custom ticket fields map to Zoho Desk custom fields validated against the destination schema.

SYDLE ONE Ticket Comments map to Zoho Desk Ticket Comments. The comment sequence and author attribution (as name text) migrate. Note: Zoho Desk Zwitch does not preserve Comment Author as a Contact or Agent reference; we write a note field with the author's name and flag this limitation in the pre-migration report for manual reassignment if needed.

SYDLE ONE Ticket thread history migrates to Zoho Desk thread records. Thread direction (incoming/outgoing) maps to the Zoho Desk thread direction field. We preserve thread timestamps during import to maintain conversation chronology.

SYDLE ONE ECM Documents attached to Tickets or Contacts migrate as file attachments in Zoho Desk. File metadata (owner, date, associated entity) transfers with the file. Document-process associations that cannot be represented in Zoho Desk's flat attachment model are written to a separate mapping table for reference. Inline images embedded in ticket descriptions or comments do not migrate via Zoho Zwitch; we flag these explicitly.

SYDLE ONE Users with Service Desk roles map to Zoho Desk Agents. We resolve agents by email match. Agents without matching Zoho Desk accounts enter a reconciliation queue for manual provisioning before the Ticket import phase begins. Agent-role mappings (admin, agent, supervisor) transfer to Zoho Desk roles.

SYDLE ONE tags applied to Contacts, Accounts, and Tickets migrate to Zoho Desk Tags. We normalize tag names containing special characters before import to avoid Zoho validation errors. Tags used for categorization that exceed Zoho Desk's tag character limits are truncated with a suffix noted in the mapping table.

SYDLE ONE Service Portal articles map to Zoho Desk Knowledge Base Articles. Section and category hierarchies from SYDLE ONE map to Zoho Desk Sections and Categories. Article attachments do NOT migrate via Zoho Zwitch; we export them separately as a file batch and deliver them alongside the migration report for manual re-upload by the customer's admin. Article publish dates reset to migration date per Zoho Desk's import behavior.

SYDLE ONE custom objects (implementation-specific) map to Zoho Desk custom modules. We pre-create the destination schema in Zoho Desk including all custom fields, lookup relationships, and validation rules before data import. Custom object naming conventions from SYDLE ONE are preserved in Zoho's API naming format (letters, numbers, underscores only, no spaces).

HR Recruitment is a SYBOX module gated to Planet and Star tiers. If active in the source instance, we export Candidate records, job openings, and application statuses as standalone CSV for import into a destination ATS or HR system. Zoho Desk does not have an ATS module. We flag this as a separate scope item in the pre-migration report.

Agile Project Management is a SYBOX add-on gated to Rocket and above. Projects, sprints, and task records are exported as a separate batch with historical sprint velocity and burndown data in a second pass. Zoho Desk does not have a project management module; these records require a separate destination system.