Migrate from trueAct to Zoho Desk

trueAct Cases migrate to Zoho Desk Tickets with full case history chain preserved. Standard fields (case status, priority, assigned agent, timestamps) map to Zoho Ticket fields. Multi-channel source metadata (email, chat, phone, web) transfers as thread channel indicators. We preserve Created Time and Modified Time via Zoho's assisted migration format or via API injection where the standard import tool drops created dates. Cases are imported before Contacts and Accounts so that the requester and account lookups are satisfied at insert time.

trueAct Contact records (name, email, phone, custom fields, multi-address) map directly to Zoho Desk Contacts. Email address serves as the dedupe key. We handle multi-address records without splitting across objects, mapping the primary address to the standard contact fields and secondary addresses to custom fields or the description. Contact created and modified timestamps migrate via the assisted migration CSV format or API batch insert.

trueAct Organizations map to Zoho Desk Accounts, preserving the parent-child hierarchy where it exists. The Organization ID mapping carries through the migration so that linked Contacts attach to the correct Account via AccountExtId. Account-level fields (phone, email, website, industry, street, city) map to their Zoho Desk equivalents. Annual Revenue migrates as a numeric field if the Zoho Desk edition supports custom fields in that position.

trueAct Agents (name, email, role, team assignment) map to Zoho Desk agents. We match by email address during import. If an agent with the given email already exists in Zoho Desk, the system maps to the existing user. Agents are migrated first, before Accounts, Contacts, and Tickets, so that the OwnerId and Assigned To lookups resolve correctly. Role translation from trueAct's role model to Zoho Desk's Agent, Light Agent, and Support Administrator roles is handled during scoping based on the customer's role matrix.

trueAct Teams map to Zoho Desk Teams. Zoho Desk's native migration tool (Zwitch) does not transfer Teams, but we recreate the team structure and map agent memberships via the API or CSV format. Team Assignment must be turned on in Zoho Desk Settings before the migrated agents are assigned to teams. We coordinate this setting activation with the customer during the cutover phase.

trueAct custom fields on Cases, Contacts, and Organizations map to Zoho Desk custom fields. Zoho Desk custom field labels are limited to 50 characters (we truncate with an underscore suffix if needed) and can only contain A-Z, 0-9, and _ - . $ @ ? , : ' / !. Other characters are replaced with underscores. The maximum total custom field count varies by edition: 50 (Standard), 150 (Professional), 230 (Enterprise), and 0 (Free edition). We flag any trueAct custom fields that exceed the target edition's limit during scoping and discuss field reduction or premium upgrade with the customer.

trueAct NPS responses include score, open-ended comment, timestamp, and the originating contact. Zoho Desk does not have a native NPS object. We consolidate NPS data by migrating the most recent score to a custom Contact field (nps_score__c) and archiving the full response history (all scores, comments, timestamps) into a linked Notes attachment on the Contact record. The customer chooses during scoping whether to use the consolidated score approach or archive all responses in the Notes field. We confirm the target schema handling before importing.

trueAct aggregates cases from email, chat, phone, and web forms. We migrate the source channel metadata and preserve thread continuity for email and chat channels. The channel type (EMAIL, CHAT, PHONE, WEB) migrates as a Ticket field or tag. For email threads, we preserve the full reply chain with author attribution. Chat transcripts transfer as threaded comments. Phone case metadata transfers as a notes entry or custom field depending on available schema slots.

File attachments on Cases and Contacts migrate to Zoho Desk's native attachment storage. We handle inline images and linked documents separately, preserving the association back to the parent Ticket or Contact record. Zoho Desk's assisted migration requires ZIP files with one CSV per module, with individual file sizes up to 30MB and a maximum of 10,000 rows per CSV. Large attachment sets are chunked accordingly. Zwitch does not migrate Knowledge Base attachments, but ticket attachments are included when the Ticket module is selected.

trueAct automation rules (routing, escalation, SLA timers) do not export as structured data and require manual documentation for rebuild in Zoho Desk. We provide a workflow audit questionnaire during scoping to capture triggers, conditions, and actions. Zoho Desk's workflow rules are scoped per module (Tickets, Contacts, Accounts) and gated by edition (5 per module on Standard, 15 on Professional, 30 on Enterprise). The rebuild is the customer's admin responsibility post-migration; we deliver the documented inventory as a rebuild guide.

If trueAct tracks Products linked to Cases, we migrate Product records to Zoho Desk Products. Products file pattern follows Accounts_XX.csv naming convention in Zoho's assisted migration format. Product name and product code map from trueAct's product fields.

Task records linked to Cases migrate to Zoho Desk Tasks. We preserve the task subject, due date, status, assigned agent, and any linked contact or account references. Tasks are imported after Contacts and Accounts so that the Lookup relationships resolve correctly. Zoho Desk's CSV import follows the Tasks.csv naming pattern with required fields subject and due date.