Migrate from Tele-Support HelpDesk to Zoho Desk

Tele-Support HelpDesk ticket records map directly to Zoho Desk tickets with status, priority, assignee, and created/modified timestamps preserved. We resolve agent email assignments against Zoho Desk agent profiles during import and flag any assignee without an active Zoho Desk account for admin provisioning. Thread ordering is preserved by Comment timestamp. Custom ticket fields require schema extraction from Tele-Support HelpDesk before migration; we map each to the equivalent Zoho Desk department-scoped custom field.

Tele-Support HelpDesk customer profiles map to Zoho Desk Contacts. Email address serves as the primary dedupe key. Customer custom properties migrate as Zoho Desk Contact custom fields. The RMA history field in Tele-Support HelpDesk maps to a custom field on the Contact record for post-migration reference. Account linkage (Company association) resolves via the Companies-to-Accounts mapping.

Tele-Support HelpDesk company records map to Zoho Desk Accounts. Company custom properties migrate as Zoho Desk Account custom fields. Parent-child linkage between company and customer records is preserved by resolving AccountId on the Contact import phase. Zoho Desk Accounts use the AccountExtId pattern in assisted migration; we use the same external ID convention for API-led migration.

Tele-Support HelpDesk agent profiles (name, email, role, team) map to Zoho Desk Agents. Agent email address is the primary matching field. Agents must have accepted their Zoho Desk invitation and have active status before ticket assignment proceeds. We verify agent account status during the scoping call and pause migration until all target agents have confirmed access. Inactive agents or email mismatches result in tickets being assigned to the Primary Support Administrator.

Tele-Support HelpDesk team structures map to Zoho Desk Teams. Team membership is preserved as string values. Zoho Desk associates agents with departments; if Tele-Support HelpDesk uses teams for routing, we map team names to Zoho Desk department names and create the departments before agent assignment. Not all helpdesk platforms allow team creation via API; we validate this during scoping.

Tele-Support HelpDesk ticket conversations (customer messages, internal notes, and attachments) map to Zoho Desk Comments. Message ordering is preserved by timestamp. Thread direction (incoming vs outgoing) maps to the Comment isPublic flag. Tickets exceeding 250 comments may be flagged as candidates for thread splitting; we document this threshold during scoping and advise on post-migration cleanup options.

File attachments associated with tickets or knowledge base articles migrate as binary blobs with original filenames and MIME types preserved. Inline images embedded in ticket replies are extracted and re-embedded as ContentDocumentLink records. Attachment migration significantly extends migration timeline; we present a Skip Attachments option during scoping and recommend testing both paths with a demo before committing to the full migration.

Tele-Support HelpDesk flat-label tags on tickets, customers, and companies migrate to Zoho Desk Tags. Tag names are preserved as strings and reapplied to the corresponding Zoho Desk records. Tag counts are preserved for reporting continuity. We migrate tags even when the destination platform does not natively support tag filtering; tags appear as label metadata on records.

Tele-Support HelpDesk KB articles (sections, categories, body content, publication status, view counts) map to Zoho Desk Solutions. Section hierarchy maps to Zoho Desk Sections and Sub-sections. Publication status migrates as draft vs published. Article-to-ticket associations are preserved as Zoho Desk ticket Comment entries referencing the Solution ID. We flag internal links in article bodies for manual URL audit because platform-specific article IDs change during migration.

Tele-Support HelpDesk knowledge base categories and sections map to Zoho Desk Sections and Sub-sections. The hierarchical parent-child structure is preserved. If Tele-Support HelpDesk uses a flat category model, we flatten it to Zoho Desk Sections. We map top-level Tele-Support HelpDesk categories to Zoho Desk Sections and nested categories to Sub-sections.

Tele-Support HelpDesk account-level custom fields (text, numeric, dropdown, date) require schema extraction before migration begins. We do not assume field-name parity. Each source field is explicitly mapped to a Zoho Desk custom field of equivalent type within the target department scope. Zoho Desk custom fields are department-specific; we validate that the target department exists and has the required field configured before importing records that reference those custom fields.

Tele-Support HelpDesk macros (canned responses) and workflow automations are internal configuration with no stable external API representation. Zoho Desk has no equivalent macro concept; canned responses are handled through templates. We do not migrate macros or automations. We deliver a written inventory of all Tele-Support HelpDesk macros and automations (trigger, conditions, actions) with Zoho Desk Blueprint equivalents documented for the customer's admin to rebuild.