Migrate from Track-It! to Zoho Desk

Track-It! HDTickets records map to Zoho Desk Tickets. We extract ticket headers, descriptions, resolutions, priority, status, and owner assignments during the SQL phase and push them via Zoho Desk Tickets API. Ticket-created timestamps migrate as a custom field (created_at_original__c) since the Zoho Desk API does not accept arbitrary CreatedTime values by default; we document the customization required to surface them in ticket comments for audit. BMC's SLA timer fields map to Zoho Desk SLA policies we configure per department using the priority-to-response-window mappings from Track-It!'s system-configuration tables.

Track-It! HDTicketHistory stores the full ticket change log including status transitions, field changes, and internal notes. We extract each history event as a Zoho Desk comment or thread entry with author attribution and timestamp preserved. The direction (incoming vs outgoing) is inferred from the event type and mapped to the appropriate Zoho Desk comment visibility setting (public or private note).

Track-It! Assets records map to Zoho Desk Products as the closest equivalent object. We extract asset name, serial number, purchase date, status, and linked vendor from the Assets table. Configuration Item classification fields map to custom fields on the Product record. Where Track-It! tracks assets against departments or cost centers, we map those to Zoho Desk department assignments or custom Product fields. Asset purchase history and PO references map to Product custom fields or a linked expense reference.

BCM (Business Configuration Management) linkage records that connect assets to tracked items and define CI relationship graphs are specific to Track-It!'s BCM module and have no Zoho Desk equivalent. We run a pre-migration query across the BCM tables to enumerate every BCM-linked record, produce a named inventory of those relationships (asset ID, linked entity type, linked entity ID, relationship type), and surface the full list to the customer. These relationships are not migrated; the customer rebuilds them manually in Zoho Desk or accepts them as a known gap at migration sign-off.

Track-It! ChangeRequests records carry a full lifecycle (draft, submitted, approved, rejected, implemented, closed) that does not map to a standard Zoho Desk object. We split the CR data across two Zoho Desk targets: the request metadata (requester, description, risk level, priority) migrates as a Task record with a custom change_request__c flag, and the approval routing history migrates as threaded Task comments with approval-status attribution. The customer assigns the Task to the relevant department in Zoho Desk. CR-to-CI linkages are documented as a manual rebuild item since Zoho Desk has no CI relationship concept.

Track-It! HDUsers and HDGroups store user accounts, technician profiles, and group assignments. We extract every distinct email address and map them to Zoho Desk Agent records. Owner assignments on tickets resolve to the corresponding Zoho Desk Agent by email match. Any Track-It! user without an email address receives a generated placeholder email that the customer's admin replaces before or immediately after migration. Group memberships map to Zoho Desk Teams; we create Teams before agent import and associate agents during migration.

Track-It! stores SLA timer configurations and priority-to-response-window mappings in system-configuration tables. We extract the SLA-to-priority matrix during discovery, translate each SLA definition into a Zoho Desk SLA policy (with First Response Time and Resolution Time targets, business hours reference, and priority mapping), and create these policies in the destination Zoho Desk department before ticket migration begins. Note that Zoho Desk SLA management requires the Professional tier; Standard tier customers receive the SLA matrix as a configuration guide for manual policy creation.

Track-It! KB articles are stored in a dedicated module table with article bodies, category assignments, and tag relations. We extract article content, metadata, category hierarchy, and tags and map them to Zoho Desk Knowledge Base sections and articles. Category names from Track-It! become Zoho Desk section names. Attachments embedded in KB articles are extracted as file packages and re-associated with the article in Zoho Desk. Note that Zoho Desk's native Zwitch tool does not migrate KB article attachments; we handle them via the Zoho Desk Files API as a post-article step.

Every Track-It! installation appends a unique set of custom fields to base module tables as extended columns. We run a full schema inventory query across HDTickets, Assets, ChangeRequests, and all other module tables to capture every custom column name, inferred data type, and picklist value set. Each custom field is created in Zoho Desk with the matching data type (string, integer, decimal, date, picklist, checkbox, etc.) scoped to the relevant department before any record migration begins. Picklist value sets from Track-It! custom fields map to Zoho Desk custom picklist options.

Track-It! attachments are stored as database BLOBs or file references to the Track-It! file store. We extract attachments to a file package organized by parent record ID and type, then associate each file with the migrated ticket or article in Zoho Desk using the Zoho Desk Attachments API. Attachment order and visibility (public vs private) are inferred from the Track-It! attachment type and ticket visibility rules. Large attachments (over 25 MB) may require chunked upload handling per Zoho Desk file size limits.

Track-It! maintains separate history tables per module for tickets, assets, and change requests. We extract the complete audit trail as a structured dataset, translate each event into a Zoho Desk comment entry with author, timestamp, and event description, and attach it to the migrated record. For tickets, this appears as a chronological thread of system-generated comments documenting field changes and status transitions. Audit history is migrated as read-only entries that technicians cannot modify post-import.

Track-It! PO records (headers and line items) live in a dedicated module table. Where the destination Zoho Desk instance has the Contracts module (Professional tier), we map PO headers to Contract records linked to the relevant Product (asset). Where Contracts is not available, we map PO headers and line items to custom fields on the Product record and deliver a written PO mapping table for the customer's admin to configure post-migration.