Migrate from TriActive to Zoho Desk

TriActive ticket records map to Zoho Desk Tickets. Subject, description, status, priority, assignee, and timestamps migrate directly. We flag the created_at timestamp as a known limitation: Zoho Desk's assisted migration may set ticket creation dates to migration time rather than preserving the original TriActive timestamp. We capture the original TriActive ticket ID in a custom field triactive_ticket_id__c for audit and cross-reference during reconciliation.

TriActive customer records map to Zoho Desk Contacts. First name, last name, email, phone, and address fields migrate to the Contact record. If the customer's Zoho Desk plan uses departments with role-based layouts, we apply the appropriate Contact layout during import. Email uniqueness is the dedupe key; duplicate contacts are flagged for the customer's admin to resolve.

TriActive company records map to Zoho Desk Accounts. Account name, domain, phone, and industry fields migrate directly. Accounts are imported before Contacts so that the Contact-to-Account lookup relationship (AccountExtId reference) is satisfied at the moment of Contact insert. This dependency order is enforced in the migration sequence.

TriActive agent profiles map to Zoho Desk Agents. Agent name, email, role, and team membership migrate. Zoho Desk requires agents to have a valid email address and associates them with departments; we extract team memberships from TriActive and map them to Zoho Desk department assignments during the discovery phase. If a TriActive agent has no email on file, we use the agent's username or ID with a generated placeholder email flagged for admin correction.

TriActive team structures map to Zoho Desk Departments. Department name, description, and hierarchy migrate. Agents are associated with their department at migration time using the Agent-to-Department relationship. If TriActive supports nested teams, we preserve the hierarchy in Zoho Desk's department tree structure.

TriActive ticket conversations and thread history map to Zoho Desk Threads and Ticket Comments. A single TriActive conversation entry splits into a Zoho Desk Thread (the ticket thread itself) and individual Comment records (each message or note within the thread). We preserve internal notes as internal comments in Zoho Desk and public replies as customer-visible comments. Thread direction (incoming vs outgoing) is reconstructed from TriActive's sender type field if available; otherwise all thread replies default to Incoming per Zoho Desk's assisted migration convention.

TriActive ticket attachments map to Zoho Desk Ticket Attachments. Filename, MIME type, file size, and binary content migrate. We retrieve attachments via the TriActive export workflow and re-associate them with the corresponding Zoho Desk ticket using the triactive_ticket_id__c reference. Any attachments that cannot be retrieved (due to TriActive storage access limitations) are flagged in the reconciliation report with the original filename and ticket reference.

TriActive custom ticket fields are identified during the discovery phase from sample data exports. We create matching custom fields in Zoho Desk (via Layout and Fields > Add Custom Field) and map the values during ticket migration. Text, numeric, date, picklist, and multi-select field types from TriActive are converted to their Zoho Desk equivalents. The Zoho Desk field is created in the relevant department layout before the ticket migration phase begins.

TriActive knowledge base articles map to Zoho Desk KB Articles. Article title, body (rich text), publication status, author, and creation date migrate. Note that Zoho Desk's assisted migration tool does not migrate KB attachments; we flag any attached files in TriActive KB articles for manual migration or Zoho Desk's separate KB attachment upload. Article translations, if present in TriActive, are migrated to Zoho Desk's language variants on the article.

TriActive KB categories and taxonomy map to Zoho Desk KB Sections and Categories. We preserve the category hierarchy in Zoho Desk's folder-section structure and map article-to-category assignments so that the KB navigability is maintained. If TriActive uses a flat category model, we create a corresponding flat structure in Zoho Desk.

TriActive product or IT asset records (if present in the source data) map to Zoho Desk Products. Product name, SKU, description, and price fields migrate. Products are imported before any ticket lines that reference them so that the product lookup is satisfied during ticket import.

TriActive standalone task records map to Zoho Desk Tasks. Task subject, description, status, due date, assignee, and related ticket reference migrate. Tasks are imported after Tickets so that the ticket lookup reference is resolved. If TriActive uses tasks as subtasks within tickets, we evaluate whether to migrate them as Zoho Desk subtasks or linked tasks during the discovery phase.

TriActive ticket tags and labels map to Zoho Desk Tags. We migrate tags as multi-value entries on the ticket record using Zoho Desk's native tag feature. If TriActive uses tags for categorization that exceed Zoho Desk's tag model, we document the tag taxonomy and recommend a custom field or picklist replacement in Zoho Desk during the discovery phase.