Migrate from Tidio to Zoho Desk

Tidio Conversations map to Zoho Desk Tickets. The channel origin (chat, email, WhatsApp, Messenger, Instagram) becomes the Ticket's Channel field. Full message history transfers as Ticket Comments in chronological order, preserving agent and visitor message blocks with timestamps. Status (open, resolved, pending) maps to Zoho Desk Ticket Status. Note: Zoho Desk replaces the original created_at timestamp with the migration execution date — we flag this limitation in the scope and provide the original timestamps in a companion CSV so your team can optionally backfill via Zoho Desk's edit API after migration.

Tidio Contacts migrate to Zoho Desk Contacts. Name, email, phone, location, and custom contact properties map to the corresponding Zoho Desk Contact fields. If the Tidio contact has an associated company (via Tidio's company link), we create a Zoho Desk Account record and link the Contact via Account Lookup. Tidio tags attach as multi-select picklist values on the Contact record or as a separate Tag field depending on your Zoho Desk layout configuration.

Tidio Visitor records (anonymous users who started a chat but were never converted to contacts) are only retained while the session is active — historical visitor aggregates come from conversation context. We export any visitor data available through the Tidio API (browsed pages, location, session duration) and attach it as a Note on the related Contact record if a match exists. Unmatched anonymous visitors are documented as a separate manifest for manual review.

Tidio tags are flat string labels applied to contacts. We export the full tag list and map them to a Zoho Desk multi-select picklist field on the Contact module. During scoping, your team chooses whether to use a dedicated tag field or distribute tags across existing picklist fields based on your Zoho Desk layout.

Tidio Agent records (name, email, role) map to Zoho Desk Agents. Tidio Growth and Plus plans include user permissions and department assignments which we export as structured data. At the destination, Agents must be created in Zoho Desk and assigned to Departments and permission profiles manually. Starter-plan accounts have no role-based access control in Tidio — we flag this for a permissions redesign in Zoho Desk.

Tidio Departments are only available on the Plus ($749/mo) plan. Agent-to-department assignments and routing rules are exported as structured JSON with the department name, assigned agents, and any routing conditions. We do not create Zoho Desk Departments programmatically — we provide the data structure so your admin can enter it in Zoho Desk Setup > Departments. This is a manual step with a clear data map, not an automated migration.

Tidio channel configurations (email addresses, WhatsApp number, Messenger page ID, Instagram account) include platform-specific tokens and webhook URLs. We export the channel list with connection metadata (which channels were active, their email addresses or IDs) so your admin can re-authorize and reconnect each channel in Zoho Desk under Setup > Channels. Channel credentials cannot be transferred between platforms due to OAuth token differences.

Tidio Flows are built in a visual drag-and-drop builder with no public API endpoint to read Flow logic. We cannot export Flows to any destination platform. We enumerate all active Flows by name, trigger type, step count, and block descriptions, and deliver this as a structured JSON manifest and a written inventory. Your team uses the manifest to rebuild Flows manually in Zoho Desk Blueprint or through custom workflow rules.

Lyro AI knowledge bases (Q&A pairs, Help Center imports, Shopify product feeds, web page crawls) are stored inside Tidio's proprietary infrastructure with no export mechanism. We document which data sources were connected, their last sync dates, and the topics covered. Your team uses this inventory to re-authorize and re-sync equivalent sources in Zoho Desk's Knowledge Base or third-party AI tools post-migration.

Lyro conversation logs are accessible within Tidio but are not available via API. We cannot carry forward AI training signals or conversation analytics to the destination. We flag the existence and approximate volume of Lyro conversation history in the scope document so you understand what analytics you will leave behind when departing Tidio.

Tidio Macros (pre-written response templates with variable placeholders) cannot be exported as reusable templates. We list all macro names and full content in a structured document so your admin can recreate them in Zoho Desk under Setup > Macros. Macro variables (such as {{contact.name}} or {{ticket.id}}) map to Zoho Desk's placeholder syntax.

Tidio Operating Hours are configured per-channel and control when automated replies and Lyro AI responses fire. We export the configured hours as structured data (timezone, day-of-week open/close times, holiday closures). Your admin re-enters these in Zoho Desk under Setup > Operating Hours and assigns them to departments or channels.