Migrate from Trengo to Zoho Desk

Trengo Conversations map to Zoho Desk Tickets. The conversation ID becomes the Ticket number field for traceability. We transform the conversation status (open, pending, resolved, closed) to Zoho Desk Ticket Status values (Open, Pending, On Hold, Escalated, Closed) using a status mapping defined during scoping. Message direction (inbound customer, outbound agent, internal note) is preserved as Comment direction metadata so thread reads correctly in Zoho Desk. The 7-day rolling window timestamps are stored in custom Ticket fields for audit rather than discarded.

Trengo Messages nest inside Conversations as the thread body. Each message becomes a Zoho Desk Comment on the parent Ticket. We preserve the original timestamp, sender name, sender type (agent, customer, bot), and any attachment references. Internal notes in Trengo map to Zoho Desk internal Comments with the isInternal flag set. Public replies map to public Comments. Message-level attachments are uploaded to Zoho Desk and linked via the CommentAttachments association.

Trengo Contacts map directly to Zoho Desk Contacts using email as the primary dedupe key. Standard fields (name, email, phone, language) migrate cleanly. Custom contact properties in Trengo must be pre-created as department-scoped custom fields in Zoho Desk before migration begins because Zoho Desk custom fields are module-specific and cannot be shared across departments without manual recreation in each department layout. We apply type conversion for date, boolean, and multi-select fields during the transform phase.

Trengo Channels (WhatsApp, email, Instagram, Facebook, live chat, voice, SMS) define where each conversation originated. Zoho Desk uses a Channel field on Tickets (configurable picklist) or multi-department routing rules. We export the channel assignment per conversation and populate the Channel field in Zoho Desk during Ticket creation. Channel credentials and OAuth connections are not transferable; we document the required reconnect steps for WhatsApp Business API, Instagram, and Facebook Messenger as part of the handoff package.

Trengo Teams map to Zoho Desk Departments. We extract team names, member rosters, and the team-to-channel assignments and translate them to Zoho Desk Departments with corresponding agent memberships. The routing rule (which team handles which channel) is documented as a Zoho Desk routing rule configuration in the handoff package since routing logic differs structurally between platforms.

Trengo Users export with name, email, role, and active/inactive status. They map to Zoho Desk Agents using email as the matching key. We resolve each Trengo agent to a Zoho Desk Agent profile, preserving their department membership and role. Inactive Trengo agents can be imported as inactive Zoho Desk agents to retain historical assignment without consuming a paid seat.

Trengo Knowledge Base Articles with body content, categories, and publication status map to Zoho Desk Articles. Article-category hierarchy migrates as Zoho Desk Article Categories. We preserve publication status (published, draft, archived) and article ratings. Widget associations from Trengo (embedding articles in the widget) are documented for recreation in Zoho Desk's widget configuration.

Tags applied to Trengo Conversations migrate to Zoho Desk Ticket Tags. Tag naming conventions differ across platforms, so we apply a naming map during transform to avoid collisions. Zoho Desk tags are flat label arrays per ticket, matching Trengo's tag model.

Trengo workflow definitions are exported as structured JSON where the API exposes them, but complex multi-step automations require manual recreation in Zoho Desk's Blueprint editor or workflow rule builder. We deliver a written workflow inventory document listing each Trengo trigger, condition, and action with its recommended Zoho Desk equivalent. This document is outside the data migration scope.

Aggregated CSAT, response time, and channel volume reports from Trengo export as CSV. Historical SLA and performance thresholds do not carry forward; they are recreated as Zoho Desk SLAs and custom report configurations. We include a report configuration guide in the handoff package.

File attachments on Trengo messages (images, documents, screenshots) are downloaded and re-uploaded to Zoho Desk as CommentAttachments on the corresponding Comment. We preserve original filenames and apply the same upload sequence as the comment to maintain the attachment-to-message relationship.

WhatsApp Business API credentials, Instagram OAuth tokens, and Facebook Messenger channel configs from Trengo are not transferable between platforms. We document the required steps for reconnecting each channel in Zoho Desk, including Meta Business Partner account requirements for WhatsApp Business API re-verification. This is a manual step outside the data migration scope.