Migrate from Teamwork Desk to Zoho Desk

Teamwork Desk Customers map directly to ZohoDesk Contacts. We preserve email (as primary identifier for deduplication), name fields, company association, phone, and any metadata. If the Teamwork customer has a non-null company field, we create a corresponding ZohoDesk Account first and attach the Contact via the AccountId lookup. Spam-marked customers are excluded from Teamwork's native export; we flag any tickets orphaned by this exclusion and present them for review before finalizing the import.

Teamwork Desk tickets map to ZohoDesk tickets with status, priority, assignee, tags, and full conversation threads preserved. The ticket subject becomes the Subject field, the initial message becomes the Description, and reply threads become Ticket Threads with author attribution where the platform supports it. Note: ZohoDesk's assisted migration tool does not preserve original ticket createdAt timestamps during CSV import; we use the ZohoDesk API to set createdTime explicitly so that historical ticket ordering is maintained.

Teamwork Desk agents map to ZohoDesk agents (treated as Users in ZohoDesk's account model). We map name, email, role, and active/inactive status. Agent-team membership in Teamwork Desk maps to ZohoDesk Department membership, preserving the routing logic where agents belong to specific inboxes. Inactive agents in Teamwork Desk are migrated as inactive users in ZohoDesk unless the customer specifies otherwise.

Teamwork Desk inboxes route incoming tickets from specific email channels to designated agents. ZohoDesk uses Departments as the routing unit. We map each Teamwork Inbox to a ZohoDesk Department, carrying forward the associated email channel configuration as a reference note. The customer recreates the email routing rules in ZohoDesk's Department settings based on our documented mapping. This is a configuration-level mapping; the inbox email address and routing rules require manual setup in ZohoDesk.

Teamwork Desk Helpdocs (knowledge base articles) map to ZohoDesk Knowledge Base articles. We export article content, publication status, and category associations. Article attachments migrate as file attachments in ZohoDesk. ZohoDesk's assisted migration tool does not migrate knowledge base attachments; we handle this via the ZohoDesk API. Note: ZohoDesk resets article createdAt and modifiedAt to the migration date; the original Teamwork Desk timestamps are preserved in a custom field for audit. Teamwork's hierarchical category structure maps to ZohoDesk categories with the top-level hierarchy preserved as category names and sub-levels as sub-categories.

Teamwork Desk tags on tickets and customers migrate as ZohoDesk tags on the equivalent records. Tags are preserved as-is to maintain the filtering and reporting vocabulary the support team relies on. We do not rename or normalize tags during migration; the tag vocabulary transfers in full.

Teamwork Desk custom fields on tickets and customers (available on Premium and Enterprise tiers) map to ZohoDesk custom fields. We enumerate every custom field during scoping with its field type: dropdown maps to ZohoDesk Picklist, text to Single-line Text or Multi-line Text, date to Date fields (with timezone normalization from Teamwork's UTC storage), and number to Numeric fields. CSAT ratings stored as Customer Happiness fields in Teamwork Desk Premium map to a ZohoDesk Numeric field with a custom label; ZohoDesk does not have a native CSAT object equivalent. This mapping requires the customer to enable custom fields on the target ZohoDesk department before migration begins.

Teamwork Desk time entries against tickets (Pro tier and above) export as a separate line-item dataset. We map entries to ZohoDesk time logs if the customer's ZohoDesk plan includes time-tracking; if not, we attach time entries as internal notes on the relevant tickets with the duration, description, and agent attribution preserved. This is a scoping-time decision made with the customer because ZohoDesk time-tracking availability varies by plan.

Teamwork Desk Helpdocs categories have a hierarchical structure (top-level and sub-level) that ZohoDesk's flat category model does not preserve natively. We map the top-level category to a ZohoDesk Knowledge Base Category and the sub-level as a sub-category where ZohoDesk supports it. If the Teamwork hierarchy exceeds three levels, additional levels are preserved as tag prefixes on the article record.

File attachments on Teamwork Desk tickets and Helpdocs articles are referenced by URL in Teamwork's API. We download attachments to local storage, then re-upload them to ZohoDesk's attachment endpoint linked to the corresponding ticket or knowledge base article. File type restrictions and size limits per ZohoDesk's attachment API apply; we flag any files exceeding these limits during scoping.

CSAT ratings attached to tickets in Teamwork Desk Premium map to a ZohoDesk custom Numeric field on the Ticket object. We preserve the original rating value (1-5 or percentage depending on Teamwork configuration) and the date it was submitted as a companion custom Date field. ZohoDesk's native reporting does not include a satisfaction rating object, so this field is available for reporting in ZohoAnalytics or via custom dashboards.

Teamwork Desk agent roles (Admin, Agent) map to ZohoDesk agent roles scoped within Departments. We map role name and the department membership assignments. Custom agent roles from Teamwork Desk Premium translate to ZohoDesk's role hierarchy, with the specific permission set documented as a configuration handoff for the customer to implement in ZohoDesk's security settings.