Migrate from Vision Helpdesk to Zoho Desk

Vision Helpdesk Clients (end-user and staff records) map to Zoho Desk Contacts. Contact details, email addresses, phone numbers, and roles transfer directly. Vision's client domain association and multi-company linkage map to the Account field in Zoho Desk via the Organizations mapping. We use Vision client.email as the Contact lookup key and validate against Zoho Desk's required Last Name field, creating a generated value if the Vision record omits it.

Vision Helpdesk Organizations (client companies linked to one or more Clients) map to Zoho Desk Accounts. The org hierarchy and domain-scoped organization structure preserve in Zoho Desk's Account hierarchy. For multi-company Vision Helpdesk instances, each Organization becomes a separate Zoho Desk Account, and we map the Vision satellite desk association to a Zoho Desk Department so that ticket routing context is preserved.

Vision Helpdesk Incidents (tickets with priority, status, assigned staff, private comments, custom labels, and SLA metadata) map to Zoho Desk Tickets. The Vision ticket ID becomes TicketExtId for reconciliation. Priority and status map to Zoho Desk Priority and Status fields. SLA metadata from Vision maps to Zoho Desk's SLA Rules configuration that we set up before migration, mapping Vision SLA levels to Zoho SLA rule entries. Thread history (client-visible replies and internal notes) migrates as Zoho Desk thread entries, with private comments handled per the triage decision made during scoping.

Vision Helpdesk Solutions (knowledge base articles with category hierarchy and body content) map to Zoho Desk Articles. Category structure preserves as Zoho Desk folder and category hierarchy within the knowledge base module. Article content, title, and SEO metadata transfer directly. Articles must be published to a Zoho Desk portal; we coordinate the portal URL mapping during scoping.

Vision Helpdesk custom fields added to Incident, Client, Organization, and Task forms (text, textarea, checkbox, radio, select, multi-select, datetime, note types) map to Zoho Desk custom fields on the corresponding modules. Zoho Desk custom fields are department-scoped, so we map Vision custom fields to the relevant Zoho Desk department custom field set. We validate field types for compatibility and flag any Zoho Desk unsupported field types (e.g., Vision's password field type has no Zoho Desk equivalent and is dropped with a note in the scoping report).

Vision Helpdesk ticket and client labels, tags, and flags stored as comma-separated or multi-value fields normalize to Zoho Desk Tags. Tags attach to Tickets, Contacts, and Accounts. We normalize Vision's multi-value string format to individual Zoho Desk tag entries during transform, and we flag any tag name length exceeding Zoho Desk's 30-character limit.

Vision Helpdesk Staff Agents (internal support users with roles and permissions) map to Zoho Desk Agents. Agent names, email addresses, and role assignments export via CSV. We resolve agents by email match to Zoho Desk User records, creating a reconciliation queue for any Vision agent without a matching Zoho Desk user. Role names from Vision map to Zoho Desk profile assignments during the migration configuration phase.

Vision Helpdesk Contract Management records (agreement terms linked to clients or organizations) map to Zoho Desk Contracts. Contract details including agreement dates, terms, and linked organizations transfer. Vision's Service Desk tier stores contracts; if the source is a lower Vision tier without Contract Management, this module is omitted from scope and noted in the scoping report.

Vision Helpdesk Asset Management and CMDB records (available in Service Desk tiers, PINKVerify Certified) map to Zoho Desk Assets. Configuration items, linked organizations, and auto-discovery data transfer. We map Vision asset status and type fields to Zoho Desk Asset Status and Asset Type picklist values, creating any missing picklist entries in the destination during schema setup.

Vision Helpdesk Change Management records (ITIL module in Enterprise Service Desk tier with Requester, Implementer, Tester, Approver roles, scope, impact, and risk analysis) map to Zoho Desk Change Requests. Scope, impact, risk, and approval status fields transfer directly. Zoho Desk's Change Request module must be enabled in the destination account; we verify this during scoping and flag if it requires a Zoho Desk plan upgrade.

Vision Helpdesk Live Chat Software transcripts (visitor conversations and round-robin routing data) map to Zoho Desk Conversations or Ticket Threads. Chat transcript history transfers as threaded entries on the relevant Ticket or Contact record. Note that Zoho Desk's chat module requires separate licensing; we verify the destination account has the chat module enabled during scoping.

Vision Helpdesk's Satellite Help Desk feature (multi-brand and multi-company support for MSPs with isolated or shared branding per satellite) maps to Zoho Desk Departments. Each Vision satellite desk becomes a separate Zoho Desk Department with its own ticket queues, SLAs, and agent assignments. If Vision multi-company configuration shares data across satellites, we consolidate into a single Zoho Desk department structure with role-based visibility rules. We validate against duplicate Account names that may arise from merging organizations across Vision satellites.