Migrate from TeamDynamix IT Service Management to Zoho Desk

TeamDynamix Tickets map to Zoho Desk Tickets. Standard fields (Status, Priority, Assignee, Created Date, Modified Date, Description) migrate directly. TeamDynamix ticket type and category map to Zoho Desk Department and Category. We resolve the assignee by email match against Zoho Desk agents, and hold unresolved owners in a reconciliation queue for the customer's admin to provision agent accounts before ticket import resumes.

TeamDynamix Ticket comments migrate to Zoho Desk Ticket Threads. The comment body, author, and timestamp migrate. TeamDynamix does not distinguish between internal notes and public replies in the same way Zoho Desk does; we flag records where the TeamDynamix IsInternal flag is true so the customer can set the appropriate thread visibility in Zoho Desk after import.

TeamDynamix Organizations map to Zoho Desk Accounts. Organization name, phone, website, address, and industry fields migrate directly. The Organization domain field becomes the Account website URL. We create Accounts before Tickets so that the parent Account lookup is satisfied at ticket insert time.

TeamDynamix Contacts (as ticket requesters, separate from Agents) map to Zoho Desk Contacts. First name, last name, email, phone, and associated Organization link migrate. Contact deduplication uses email as the primary key; any existing Zoho Desk Contact with a matching email is linked rather than duplicated.

TeamDynamix Agents map to Zoho Desk Agents. We extract agent email, name, and role (Technician, Requester, Admin) and map to Zoho Desk agent roles. TeamDynamix group memberships map to Zoho Desk Teams, with each TeamDynamix group becoming a Zoho Desk Team that agents are assigned to post-migration. Passwords and SSO tokens cannot migrate and require agents to complete Zoho Desk authentication setup.

TeamDynamix Services (published self-service offerings with linked Ticket Forms and workflows) split across Zoho Desk Departments (for organizational grouping) and SLA policies (for response and resolution time commitments). We map the Service name to a Department name, the Service description to the Department description, and the associated SLAs to Zoho Desk SLA rules. Active Service links to KB articles map to Zoho Desk article-to-department associations.

TeamDynamix KB articles migrate to Zoho Desk Solutions articles as structured HTML content with category assignments. Category hierarchy from TeamDynamix maps to Zoho Desk category tree, though deeply nested hierarchies (more than two levels) require flattening in Zoho Desk. Article-to-service links are preserved as department-to-article associations. Note: Zoho Desk's Zwitch documentation explicitly states that KB attachments do not migrate; we flag any TeamDynamix article with attachments so the customer can re-attach manually or use Zoho WorkDrive for file storage.

TeamDynamix KB category hierarchy migrates to Zoho Desk Solutions category tree. We preserve parent-child relationships where Zoho Desk supports them, and note any depth exceeding two levels that requires flattening or category merging. The category description field migrates as-is.

TeamDynamix Custom Attributes (typed fields including text, number, choice, date, and user reference) attach to Tickets, Services, and other objects. We map each attribute to a Zoho Desk custom field of equivalent type. Choice-type attributes require explicit recreation of option lists in Zoho Desk because the picklist values must be defined in the destination before records can reference them. User-reference attributes resolve to Zoho Desk agent lookups at migration time.

TeamDynamix Ticket Forms control field visibility and layout during ticket creation and editing. Zoho Desk does not have an equivalent form-layout migration path. We export the Ticket Form definition as a structured JSON bundle, map each form field to the corresponding Zoho Desk standard or custom field, and deliver the form layout as a written recreation guide for the Zoho Desk admin to reconfigure in Setup > Customization > Tickets.

TeamDynamix Ticket Workflows define the state machine for ticket lifecycle stages including routing rules and escalation triggers. Zoho Desk Blueprints provide workflow automation but have a different trigger and action model. We export the Ticket Workflow as a configuration JSON package, document the workflow stages and branching logic, and deliver a written Blueprint recreation guide. The customer or a Zoho Desk implementation partner rebuilds the Blueprint in Zoho Desk's visual workflow editor.

TeamDynamix Assets (hardware and software inventory with CI relationships) map to Zoho Desk Assets. Asset name, type, serial number, purchase date, and status migrate. CI dependency relationships require mapping to Zoho Desk's asset linking model, which is simpler than TeamDynamix's full CMDB. We transfer the relationship records as a custom field note and a separate asset-link import where the destination Zoho Desk edition supports it.

TeamDynamix Projects include project records, time tracking, governance statuses, and dashboards. Zoho Desk has no native PPM module. We migrate project metadata (name, description, status, start/end dates, assigned user) as a Zoho Desk Tasks grouping or as a custom Project object if the customer licenses Zoho Creator for extended data modeling. Project time entries and financial fields do not migrate to standard Zoho Desk objects.

TeamDynamix Tags are flat label fields attachable to Tickets and other objects. We migrate tag values as-is and recreate the tag vocabulary in Zoho Desk, mapping to Zoho Desk's tag feature. Tags used for ticket categorization beyond the standard Category field are preserved as a custom multi-select picklist field if the customer prefers a structured categorization over free-form tags.