Migrate from Tiflux to Zoho Desk

Tiflux Tickets map 1:1 to Zoho Desk Tickets. Requester info maps to Contact lookup, client linkage maps to Account lookup, SLA status maps to a custom SLA status field (Zoho SLA policies are a separate module requiring admin configuration post-migration), and apontamento hours are preserved as a custom number field on the ticket. Board assignments map to Zoho Desk Department. Custom Entidade field values map to Zoho custom fields.

Tiflux Client records map to Zoho Desk Account. Client annotations, resource groups, and contract linkages are preserved as notes and custom fields. We use the client name as the Account Name and domain or phone as dedupe keys. Accounts must be created before Contacts and before Tickets to satisfy lookup dependencies at import time.

Tiflux Contacts map to Zoho Desk Contacts. Name, email, phone, and extension fields migrate directly. Zoho Desk uses a unified contact model without a separate Contact-to-Account hierarchy, but the Contact is linked to an Account via the Account Name lookup. Phone and extension fields map from Tiflux's phone and ramal fields.

Tiflux Contracts link clients to service agreements and govern SLA parameters. Zoho Desk does not have a native Contract object, so we map contract records to a custom module or to custom fields on the Account record. Contract hours, billing terms, and SLA rules are preserved as structured text fields or linked via Zoho Creator for more complex contract tracking.

Tiflux Users map to Zoho Desk Agents. We resolve by email match against the destination org's Agent list. Agents must be provisioned in Zoho Desk before migration begins; we flag any Tiflux user without a matching Zoho Desk Agent for the customer's admin to create. Role and permission group membership maps to Zoho Desk roles and department assignments.

Tiflux Entidades are customer-defined custom field groups attached to tickets, clients, or other objects. Each Entidade has a type, ID, and field values retrieved via the Tiflux v2 API. We create matching Zoho Desk custom fields during the schema phase, then populate them during ticket import. Because Entidade schemas are customer-defined, we extract the full schema during discovery and map every field to a typed Zoho custom field before migration.

Tiflux child tickets map to Zoho Desk tickets linked via a custom lookup field or the Related Tickets feature. We detect all parent-child ticket relationships during data audit, build a topological import order, and ensure parent records exist before child records are inserted. Any circular references are flagged for manual resolution before migration.

Tiflux ticket groups map to Zoho Desk Related Tickets or a custom grouping tag. We extract all group IDs and group membership during discovery and map group membership to Zoho Desk tags on the ticket records. The customer chooses between a tag-based or linked-record grouping approach during scoping.

Tiflux Knowledge Base articles map to Zoho Desk Help Center articles under sections. Article content, categorization, and client associations migrate. Status (published, draft) maps to the Zoho article status field. Category structure maps to Zoho Desk sections and sub-sections. Visibility rules (public vs department-restricted) may require adjustment in Zoho Desk's department permissions.

Tiflux Activities (scheduled tasks and calendar commitments tied to tickets) map to Zoho Desk Task records linked to the corresponding ticket. Periodicity and dates are preserved in task fields. Zoho Desk does not natively support recurring tasks, so periodic activities are migrated as individual Task records with a note indicating the original periodicity for manual recreation via Zoho Creator if needed.

Tiflux attachments on tickets are exported as file URLs and metadata. We migrate attachment references to Zoho Desk files attached to the corresponding ticket. File content transfer depends on format compatibility and URL accessibility. Attachments on ticket threads migrate as file references in the thread comment. We alert the customer if any source attachment formats are unsupported in Zoho Desk.

Tiflux Groups manage resource allocation and permission scoping. Zoho Desk Teams cannot be migrated via standard import tools, so we provide a structured configuration inventory of every Tiflux Group with its members and permissions for manual setup in Zoho Desk. We recommend enabling Team Assignment in Zoho Desk setup after Teams are created to preserve resource allocation logic.

Tiflux SLA timers with deadline, pause, and resume states have no direct Zoho Desk equivalent. We extract SLA timer values during discovery and convert them to a custom SLA_Status field on the ticket capturing deadline time and paused state. Zoho Desk SLA policies require separate configuration in the SLA section by the customer's admin post-migration, and we document the original Tiflux SLA rules for that rebuild.