Migrate from Tikit to Zoho Desk

Tikit tickets migrate to Zoho Desk tickets with Subject, Description, Status, Priority, Category, Requester (mapped to Contact), Assigned Agent, Department (mapped from Tikit department), and full conversation thread preserved as ticket replies. Tikit custom ticket fields migrate to Zoho Desk custom fields scoped to the relevant department. Original ticket creation timestamps migrate as Created Time on the Zoho Desk ticket; we use the Zoho Desk API to set the createdAt field to the source timestamp rather than accepting the import timestamp. Tikit ticket number is stored in a custom field tikit_ticket_number__c for cross-reference.

Tikit licensed agents export by email with profile fields (display name, role, department assignment, skill mappings). Zoho Desk agents are provisioned by email match during import; if a matching agent exists, the system maps to the existing record. Agent count scoping is critical because Zoho Desk pricing is per-agent, and Tikit end users are unlimited and unlicensable, so the post-migration contact count does not affect Zoho Desk agent pricing.

Tikit end users (unlicensable, ticket submitters) migrate to Zoho Desk Contacts. Display name and email address transfer directly. Teams presence data and Entra ID-linked profile fields (such as department, job title, manager hierarchy) that reference the M365 environment do not have a direct Zoho Desk equivalent and migrate as standard Contact fields where possible; full Entra ID attribute parity requires post-migration manual enrichment or a Zoho Directory integration.

Tikit departments control ticket routing, portal visibility, and SLA assignments. Each Tikit department maps to a corresponding Zoho Desk department during import. Agents are associated with departments based on their department assignment in Tikit. Department-level SLA policies migrate as Zoho Desk SLA policies scoped to the matching department. Multi-department portal separation maps to Zoho Desk's department-scoped layout and field configuration.

Tikit KB articles migrate to Zoho Desk Solutions articles with Title, Body content, Category (mapped to Zoho Desk Section), and Publish Status preserved. Article creation and modification timestamps migrate where the Zoho Desk API allows custom createdAt injection. External SharePoint or OneDrive attachment links migrate as URL references; we document every external attachment source during the pre-migration audit so the customer can verify access continuity before cutover.

Tikit KB category hierarchy maps to Zoho Desk section structure 1:1. If the destination enforces a flat section list, we flatten the hierarchy and append parent names to section titles. Article count and sort order within each section are preserved as part of the article migration pass.

Tikit SLA definitions tied to ticket priority and department migrate as Zoho Desk SLA policies. First Response and Resolution Time targets transfer with their associated business hours calendars. Tikit SLA metric naming (such as specific stage names for escalation triggers) maps to the equivalent Zoho Desk SLA rule criteria. We produce a written SLA configuration map for the customer to review and confirm post-migration, since SLA rule naming conventions differ between platforms.

Ticket and KB article attachments stored within Tikit's managed storage migrate as file attachments to Zoho Desk. Attachments linked via external URLs (SharePoint, OneDrive, third-party URLs) are preserved as URL references. Total attachment volume and maximum file size are documented during scoping; Zoho Desk's Zwitch tool imposes a 10 GB file size cap per migration batch, and we chunk large attachment sets accordingly. If the source SharePoint site loses access after cutover, external URL references become broken links, which we flag in the pre-migration audit.

Tikit tags on tickets and articles migrate as comma-separated tag strings in Zoho Desk. If the destination uses a hierarchical tag taxonomy, we map the Tikit tag names accordingly. Tags are stored in the tikit_tags__c custom field on the ticket for cross-reference.

Tikit asset records with device name, type, assigned user, and relationship data migrate to Zoho Desk Assets. Deep Intune device properties (enrollment status, compliance policy, MDM enrollment date) that rely on Tikit's Entra ID integration do not transfer; we export these as a separate structured data file and document the fields for manual re-entry in Zoho Desk's Assets module, which is available from the Professional tier.

Tikit Power Automate flows are platform-bound and cannot be exported as portable logic. We produce a written workflow inventory during the pre-migration audit that lists every active Power Automate flow with its trigger conditions, actions, and conditions. The document maps each flow to an equivalent Zoho Desk Blueprint workflow step, including approval chains, notification triggers, and ticket routing rules. The customer's Zoho Desk admin rebuilds these in Blueprint post-migration.

The Tikit Virtual Agent intent definitions, confidence thresholds, FAQ associations, and routing rules are not exportable as transferable training data. We deliver a Virtual Agent configuration summary that documents the current intent list, escalation triggers, and self-service deflection targets. Zia AI in Zoho Desk is configured independently by the customer's team using the migrated ticket history and knowledge base articles as the retraining corpus.