Migrate from Thulium to Zoho Desk

Thulium Cases map directly to Zoho Desk Tickets. The Thulium Case ID becomes the Ticket number or a custom lookup field for traceability. We preserve Case Subject, Description, Status, Priority, Created timestamp, and Last Modified timestamp by mapping them to Zoho Ticket Subject, Description, Status, Priority, Created Time, and Modified Time respectively. Thulium's Case resolution time migrates to a custom field if the customer's Zoho Desk tier supports it.

Thulium stores individual email, chat, and voice interactions as sub-objects within a Case. We extract each interaction as a separate Ticket Thread record in Zoho Desk. Each thread captures the channel type (Email, Chat, Phone), direction (Incoming/Outgoing), author name and email, body content with HTML formatting preserved, and timestamp. Thread ordering is preserved chronologically within the parent Ticket. This flattening step is required because Zoho Desk expects threads as child records rather than an embedded array.

Thulium CRM Contacts map to Zoho Desk Contacts. We map First Name, Last Name, Email, Phone, and any custom field values. The Contact email address serves as the dedupe key during import. Thulium Contact-to-Company linkage migrates to Zoho Contact-to-Account linkage by resolving the Thulium Company reference ID to the corresponding Zoho Account record before Contact insert.

Thulium Companies map to Zoho Desk Accounts. We preserve Company name, address fields (street, city, state, postal code, country), phone, website, and any custom field values. Zoho Desk Accounts must exist before Contact import so that the Contact-to-Account lookup relationship is satisfied at the moment of Contact insert.

Thulium's Contact-to-Company relationship (a reference ID on the Contact pointing to the Company) migrates to Zoho Desk's Contact-to-Account lookup. We resolve the Thulium Company ID for each Contact before importing and populate the Zoho Account ID field on the Contact record. If a Contact has no Company in Thulium, it is imported as a standalone Contact with no Account lookup.

Thulium custom fields with types text, large text, email, numeric, link, and date map directly to Zoho Desk equivalent field types. We create the corresponding Zoho custom field with the matching type before migration and populate values directly from the Thulium export. Email-type fields in Thulium preserve format validation in Zoho.

Thulium list-type custom fields map to Zoho Desk picklist fields. We extract the list values from Thulium, create the Zoho picklist with those exact values, and populate each record's field value against the Zoho picklist. If a Thulium list field is multi-select (checkbox-style), we map it to a Zoho multi-select picklist. Any Thulium list values not found in Zoho are flagged during scoping for the customer's admin to add or consolidate.

Thulium yes/no boolean fields map to Zoho Desk checkbox fields. We set the Zoho checkbox to true if Thulium value is yes, false if no. If Zoho Desk edition constraints prevent checkbox creation, we use a picklist with Yes and No values instead.

Thulium Agents map to Zoho Desk Agents. We extract Agent name, email, and role from Thulium and resolve by email match against the Zoho Desk agent table. If a Thulium Agent has no matching Zoho Desk Agent account, the record goes to a reconciliation queue for the customer's admin to provision the Zoho user before migration resumes. Role assignments (Admin, Agent) map to Zoho Desk role equivalents.

Thulium assigns Agents to Cases via a reference ID rather than a flattened user field. We resolve each Thulium Agent reference ID against our Agent mapping table and populate the Zoho Desk Ticket's Assignee field. If the destination Zoho Desk org uses Department-based ticket routing or shared queues, we configure the assignment logic during scoping to match the customer's workflow.

Files attached to Thulium Cases or Contacts are exported from Thulium's storage, downloaded with original filenames preserved, and uploaded to Zoho Desk as attachments on the corresponding Ticket or Contact record. We preserve the attachment-to-record linkage by uploading each file to the Zoho record that corresponds to the Thulium record it was attached to. Note that Zoho's native Zwitch migration tool does not migrate attachments; we handle this as a separate import phase using Zoho Desk's REST API.

Thulium Tags on Cases migrate to Zoho Desk Tags or to a custom multi-select picklist depending on the customer's Zoho Desk edition. We build a value-mapping table during scoping to translate Thulium tag names to Zoho tag names, handling any naming differences or consolidations. If a Thulium tag has no Zoho equivalent, the customer chooses whether to create a new Zoho tag or map to an existing one.

Thulium Case status values (e.g., Open, Pending, Resolved, Closed) map to Zoho Desk Ticket status values via a status-mapping table created during scoping. We preserve the original Thulium status name where Zoho supports an equivalent, or map to the closest Zoho default (Open, Pending, On Hold, Closed) with a note for the customer's admin to adjust if needed.

Thulium Case priority values (e.g., Low, Medium, High, Urgent) map to Zoho Desk Ticket priority values via a priority-mapping table. Zoho Desk supports a configurable priority scale, typically Low, Medium, High, or Urgent, which we align to Thulium's existing priority tiers during schema setup.

Thulium Case creation timestamps migrate to Zoho Desk Ticket Created Time. We preserve the exact original timestamp to maintain audit history. If the customer's Zoho Desk tier limits backdating, we flag this during scoping.

Individual Thulium conversation thread timestamps migrate as Thread creation timestamps in Zoho Desk. We preserve the original date and time of each email, chat, or voice interaction to maintain the chronological conversation history within each Ticket. Thread author information (agent name or contact name) maps to Zoho Thread Author.