Migrate from Tikit.Info to Zoho Desk

Tikit tickets map directly to Zoho Desk tickets. We extract title, description, status, priority, category, subcategory, assignee, requester, created/updated/resolved timestamps, and internal notes. Custom ticket fields migrate by data type with picklist expansion flagged for destination picklist creation. The vendor export determines which custom fields are available for extraction; we confirm field coverage against the Tikit configuration during discovery.

Tikit agent records (name, email, role, team assignment, license status) map to Zoho Desk agents. Tikit sources identity from Microsoft Entra ID, so each agent record's Entra UPN must resolve to a Zoho Desk user account. We run an identity reconciliation pass: agents whose UPN does not match a Zoho Desk user are held in a provisioning queue, and the customer creates Zoho accounts before migration resumes. Inactive Tikit agents migrate as inactive Zoho Desk agents.

Tikit requester records (display name, email, department, organization membership) map to Zoho Desk contacts. Entra-sourced identity fields are preserved separately from any local Zoho Desk identity. Requesters who also appear as ticket assignees receive a dual record (Contact + Agent) in Zoho Desk depending on their role in the destination.

Tikit teams map to Zoho Desk teams. Tikit's team structure reflects M365 Group membership sourced from Entra; we create standalone team records in Zoho Desk and reassign agent memberships during migration. Teams without a Zoho Desk equivalent are flattened into the nearest matching team with a note in the migration manifest.

Tikit departments map to Zoho Desk departments, which define organizational hierarchy, routing rules, and reporting scope. Multi-department configurations in Tikit require field-level mapping to match Zoho Desk's department-centric layout. We flag any department routing logic in Tikit that will need to be replicated as department-specific workflows in Zoho Desk.

KB articles migrate with title, body content, category, publish status, and view count. We preserve article-to-ticket relationships by mapping Tikit article IDs to destination ticket references. Note: Zoho Desk's native Zwitch tool does not migrate KB attachments. We handle article attachments separately by downloading from Tikit's Azure storage and uploading to the corresponding Zoho Desk article, flagging any size-limit violations.

Ticket comments migrate with body content, author, timestamp, and public/private flag. We preserve chronological order and author attribution within each ticket by setting the comment timestamp to the original Tikit value. Author resolution depends on the agent identity mapping in object 2 above.

Ticket attachments are downloaded from Tikit's Azure blob storage and re-uploaded to Zoho Desk. We flag attachments exceeding Zoho Desk's size limits (25 MB per file in standard plans) and handle filename encoding issues during upload. Attachment metadata including original upload timestamp and author is preserved in a custom field if the destination field is not natively supported.

Tikit SLA definitions (response time, resolution time, business hours configuration) map to Zoho Desk SLA policies. SLA assignment rules differ between platforms: Tikit assigns SLAs based on category or requester tier, while Zoho Desk assigns SLAs at the department or requester level. We map the policy definitions and document the assignment rule delta for the customer to configure post-migration in Zoho Desk SLAs.

Cireson Configuration Items (assets and related services) map to Zoho Desk Assets. The CI relationship graph (affected CIs, related CIs, business service mapping) requires custom field-level alignment because Tikit's CI model is Cireson-specific and Zoho Desk's asset model uses a different relationship structure. We flag relationship types that cannot be represented natively and propose a custom field or tag-based workaround.

Tikit custom fields (dropdowns, text fields, date fields, user references) map to Zoho Desk custom fields by data type. Dropdown fields require picklist creation in Zoho Desk with the same values as Tikit. User-reference fields depend on the agent identity mapping completed in object 2. We flag fields with complex dependencies (cascading dropdowns, formula fields) that require Zoho Desk Formulas or Canvas design work post-migration.

Tikit workflows and Power Automate flows do not migrate as code. We deliver a written inventory of every active Tikit automation with its trigger, conditions, actions, and recommended Zoho Desk Blueprint equivalent. The customer's admin rebuilds automations in Blueprint using the inventory as a specification. This documentation step is included in standard migration scope at no additional charge.