Migrate from UserHorn to Zoho Desk

UserHorn Ticket records map to Zoho Desk Ticket. Zoho Desk Tickets automatically include child modules: Ticket Threads (public conversation), Ticket Comments (private internal notes), and Attachments. We migrate Ticket subject, description, status, priority, source channel, and created/modified timestamps. Thread direction (incoming vs outgoing) requires explicit mapping if the source tracks this; we use the Zoho Desk direction field to reconstruct the conversation flow. Custom fields on the source Ticket map to Zoho Desk custom fields scoped to the department receiving the migration.

UserHorn Contact records map to Zoho Desk Contact. Required fields are ContactExtId (external identifier for dedupe), First Name, and Last Name. Optional fields include email, phone, mobile, address fields (Street, City, State, Country, Zip), Facebook, Twitter, and Description. We set Created Time and Modified Time from the source timestamps. Contact is migrated after Account so that the AccountId lookup reference is satisfied at insert time.

UserHorn Company or Account records map to Zoho Desk Account. Required fields are AccountExtId and Account Name. Optional fields include Phone, Email, Fax, Website, Industry, Street, City, Description, and Annual Revenue. We set Created Time and Modified Time from the source. Account is migrated before Contact to satisfy the parent lookup. If the source system uses a flat contact model without companies, we create a placeholder Account per contact group during scoping.

UserHorn Agent records map to Zoho Desk Agent. We match by email address against existing Zoho Desk users. If a matching user exists, the migration maps to the existing record; if not, the agent is held in a reconciliation queue for your admin to provision before migration resumes. AgentExtId is required for dedupe. Agent permissions, department assignments, and role-based access require manual configuration in Zoho Desk post-migration.

UserHorn Knowledge Base articles (if present) map to Zoho Desk KB articles. Zoho Desk organizes articles into Categories and Sections. We migrate article title, content, author, created and modified dates, and publication status. Attachments to KB articles do not migrate through Zoho Zwitch or standard import; we flag each affected article and provide a post-migration checklist for manual reattachment. If the source KB uses a different content model, we map article sections to Zoho Desk sections and note any structural divergence.

UserHorn Product records map to Zoho Desk Product. ProductCode maps from the source product identifier. If the source tracks pricing, list price migrates to the Standard Price Book entry. Products are migrated before Line Items if the source supports product-linked ticket items.

UserHorn Task records map to Zoho Desk Task. We preserve Subject, Description, Status (Open/Completed), Priority (Low/Normal/High), Due Date, and the owner reference (resolved via email match to Zoho Desk Agent). Tasks are migrated after Contact and Account so that the parent lookup references are satisfied. If the source Task is linked to a Ticket, we map the WhatId to the Zoho Desk Ticket.

UserHorn Event or Meeting records map to Zoho Desk Event. We preserve Subject, StartDateTime, EndDateTime, Location, Description, and the organizer (resolved via email match). Attendee records map to Zoho Desk EventRelation entries linked to the Contact or Agent participant. Events are migrated after Contact so that ContactId references resolve correctly.

UserHorn Call records map to Zoho Desk Call (a Task subtype in Zoho Desk). We preserve call disposition, duration, caller number, and the linked Contact or Ticket. If the source tracks call recording URLs, we migrate the URL as a custom field for manual re-linking post-migration. Call records are migrated after Contact and Ticket so that WhoId and WhatId lookups resolve.

Custom fields on UserHorn Tickets require type mapping to Zoho Desk field types: string to String, decimal to Decimal, integer to Integer, currency to Currency, checkbox to Checkbox, multi-select to Multi-Select Picklist. Zoho Desk custom fields are scoped per department, so we confirm the target department before import and create fields in the correct module layout. Custom field labels and API names are preserved where possible; name collisions with existing Zoho Desk fields trigger a rename with suffix.

UserHorn Ticket comments and internal notes map to Zoho Desk Ticket Comments (private) and Ticket Threads (public). We apply the visibility flag from the source (internal-only comments become Comments; customer-facing replies become Threads). Author is resolved via email match to the Zoho Desk Agent. Created timestamp is preserved for audit ordering. If the source tracks comment edit history, the most recent version migrates with an edit flag noted in the record.

File attachments linked to Tickets migrate as Zoho Desk Ticket Attachments. We preserve file name, MIME type, file size, uploader reference, and upload timestamp. The actual file binary transfers via Zoho Desk API multipart upload. If the source stores attachments in a cloud storage URL (S3, SharePoint, Google Drive), we migrate the URL reference as a custom field and flag for manual re-upload if the destination cannot resolve external links. Note that KB article attachments require separate manual handling as noted in the object mapping for Knowledge Base.