Migrate from UVdesk to Zoho Desk

UVdesk Tickets map directly to Zoho Desk Tickets. We preserve status (Open, Pending, Resolved, Closed), priority, type, mailbox source reference, assigned Agent, and linked Customer. UVdesk's thread-based replies migrate as Thread entries in Zoho Desk's conversation history. Status and priority values are mapped to Zoho Desk's enumerated picklist values. Closed-Won and Closed-Lost reason properties from UVdesk map to custom Ticket fields in Zoho Desk if configured.

UVdesk Customers map to Zoho Desk Contacts. Each UVdesk Customer record includes name, email, and company link, all preserved in the Zoho Desk Contact record. Customer notes migrate as shared Contact notes that appear on all related Tickets. The customer email address serves as the dedupe key during import.

UVdesk Agents map to Zoho Desk Agents. We preserve agent role (Admin, Manager, Agent) and email, mapping to Zoho Desk's agent management. UVdesk's agent status (active/inactive) transfers to Zoho Desk agent status. UVdesk Teams membership is stored as a custom field agent_team__c on the Zoho Desk Agent record since Zoho Desk does not have a native Teams equivalent in its access control model.

UVdesk Groups are containers that assign Agents and Subgroups for ticket routing. They map directly to Zoho Desk Departments. Group names, descriptions, and agent membership transfer to the corresponding Zoho Desk Department structure. Department assignment on Tickets is resolved at migration time by matching the source UVdesk Group name to the destination Department.

UVdesk Teams bundle specific Agents for targeted workload distribution and have no native equivalent in Zoho Desk's access control model. We resolve Team membership by matching UVdesk Team name to Agent email, then write the Team name as a custom picklist value in a custom field agent_team__c on each Agent record in Zoho Desk. The customer's Zoho Desk admin can use this custom field for team-based reporting or routing rules.

UVdesk Mailboxes define SMTP/IMAP credentials and forwarding rules that feed tickets into the platform. In Zoho Desk, mailbox configuration lives separately in the Email Configuration tab rather than as a Ticket field. We map the source Mailbox ID and name to the destination email account configuration during migration. The Ticket record in Zoho Desk references the associated email account through its mailbox channel metadata.

UVdesk Saved Replies are templated response texts Agents use to accelerate ticket replies. They map to Zoho Desk Macros in the Templates section. Saved Reply category grouping maps to the macro folder structure in Zoho Desk. Body text and placeholder variables transfer as macro body content. We do not migrate Saved Reply usage statistics or agent-level Saved Reply associations as these are behavioral data not stored as records.

UVdesk Knowledgebase Articles, Categories, and Folders (SaaS plans only; Open Source edition has no Knowledgebase) map to Zoho Desk Help Center Articles. We migrate the article body, category assignment, and folder hierarchy. UVdesk's Knowledgebase ordering bug (where display order fails to persist after save) requires a post-migration ordering script that we apply after article import. Zoho Desk's multi-brand Help Center and multi-lingual support are available on Professional and Enterprise tiers.

UVdesk custom ticket fields (text, dropdown, checkbox, date types) map to Zoho Desk custom ticket fields. Dropdown value lists require explicit mapping between UVdesk option labels and Zoho Desk picklist values. Checkbox fields map to Zoho Desk multi-select picklist or checkbox fields depending on single versus multi-select behavior. We pre-create the destination custom fields in Zoho Desk before importing any Ticket records.

UVdesk Tags are string labels attached to Tickets for categorization. They map directly to Zoho Desk Tags on the Ticket record. Tag preservation enables the customer's Zoho Desk admin to build reporting views and workflow rules using the same tag taxonomy established in UVdesk.

Ticket and reply attachments stored on UVdesk's file system are re-hosted to Zoho Desk's attachment storage during migration. Each attachment is uploaded to Zoho Desk and linked to the corresponding Ticket record via the Attachment relationship. Inline images embedded in ticket descriptions migrate as ContentDocument records attached to the parent Ticket. We verify attachment integrity with MD5 checksums before marking each file as migrated.

UVdesk Notes attached to a Customer record are visible on all that customer's Tickets. We migrate these as shared Contact notes in Zoho Desk that remain visible across the customer's ticket history. Rich text formatting in UVdesk notes is preserved as HTML in Zoho Desk Contact notes.

UVdesk Workflows are automation rules that trigger actions based on ticket conditions. We do not migrate Workflows as functional code because Zoho Desk Blueprint uses a different automation model. We deliver a written inventory of every active UVdesk Workflow with its trigger, conditions, actions, and recommended Zoho Desk Blueprint equivalent. The customer's admin rebuilds these in Blueprint post-migration. Zia Actions (AI-powered automation) are Enterprise-only on Zoho Desk, so we flag this gap if the customer's source UVdesk plan includes equivalent Enterprise-level automation.

UVdesk eCommerce integrations (Bagisto, marketplace connectors) are SaaS-only and store order-ticket associations as structured data. On the Open Source edition, eCommerce associations are not available as structured records. We map any order-ticket reference data to a custom field order_reference__c on the Zoho Desk Ticket record so the customer's admin can re-establish order context if they configure a Zoho Commerce or third-party integration post-migration.